Manager / Assistant Manager, Ticketing and Access Management

Overview

This role oversees all ticketing related matters & manage ticketing service providers (TSP), to enable effective ticketing operations & information sharing across The Kallang, and plays a critical role in development and implementation of ticketing strategies to maximize sales and to ensure smooth operations process.

Roles & Responsibilities

Primary Liaison for Events

• Act as primary liaison for all events regarding seats & ticketing matters.
• Liaise with sales, venues, ticket agents and other stakeholders to advise and manage ticketing for all events.
• Liaise with ticketing agent and venue management to facilitate pre-event planning and ticketing setup.

Ticketing Operations Management

• Prepare events for pre & on-sale by confirming and configuring event details including manifests, seating plans, price structures, marketing partners, ticket agents and other ticket holds and allocations, etc.
• Ensure efficiency of all booking processes, including successful integration with the website. Check event configuration, ticket pricing, discounts, and conduct website tests to ensure accuracy and seamless customer journey.
• Manage the Box Office with TSP to ensure the box office team and any other relevant departments are operating with high customer service standards.
• Oversee the CRM (Customer Relationship Management) systems to enhance patron engagement and satisfaction.

Relationship and Contract Management

• Manage TSP contracts and monitor TSP performance, ensuring compliance with performance standards.
• Manage relationships with third-party ticket agents and other places where tickets may be sold.
• Analyse finance and sales reports data submitted by TSP, andprepare monthly ticketing reports.

Strategy and Innovation

• Ensure that The Kallang remains at the forefront of ticketing technology and customer experience enhancements by staying abreast of the latest ticketing trends and solutions in the industry.
• Work collaboratively with TSPs and internal teams to develop and monitor ticketing solution enhancements and development roadmaps.
• Act as the ticketing champion within the organisation, sharing ticketing trends, customer insights, and data with internal stakeholders to help the business plan and respond better, ultimately delivering improved financial performance and customer satisfaction.

Support Major Events team

• Develop sales and ticketing strategies to maximise revenue.
• Work with the Marketing and Event teams to develop ticketing, pricing policy and strategy for Major Events.
• Prepare RFP (request for proposals) if need be to appoint TSP for the event.
• Manage ticketing entitlements and cross functional contractual fulfilments.
• Propose pricing/scaling strategy and develop creative ticketing promotions to optimize ticket sales for internal consideration and approval.
• Ensure data integrity and accuracy by maintaining up to date records of event sales.
• Support the team to track and analyse campaigns/activations to achieve event-based targets.
• Use data systems to monitor audience responses to ticketing sales.

Customer Experience Enhancement

• Work with the CX team and TSPs to enhance the customer experience CX initiatives.
• Develop and implement customer feedback mechanisms to gather insights and drive improvements.
• Work closely with event & marketing team to plan promotional campaigns including presale, on sale, and other ticketing promotions.

Projects & Admin

• Lead and support the facilities booking platform project.
• Support project scoping and implementation of new long term strategic initiatives such as white-label solutions, accreditation systems, and other enhancements to expand business capabilities and improve operational efficiency.
• Maintain good working relationships with all TSPs.
• Participate in departmental and company meetings, and prepare and provide ticketing reports and data insights as required.
• Respond to event ticketing related inquiries in a timely and professional manner.

Qualifications

• Bachelor's degree or higher educational certification in Sales & Marketing, Event or relevant experience, preferably in a business-related field.
• Minimum 8 years working experience, with a significant portion in ticketing and event management roles.
• Extensive experience and knowledge of ticketing and large-scale event administration
• Strategic thinker with excellent communication and interpersonal skills, able to manage multiple projects.
• Strong contract and stakeholder management skills.
• Task-oriented and highly organized, with exceptional attention to detail.
• Able to work independently, multi-task efficiently and adhere to deadlines with strong sense of urgency and ownership.
• Interest in sports and/or sports marketing will be a bonus.
• Budget management experience required.
• Prior Sports, Entertainment and/or Government experience is a bonus
• Prior experience managing multiple stakeholders, private and government sectors
• Experience in business development, partnership and contract management will be an advantage

Information

• If you are facing issues submitting your application through Linkedln, please email us your resume at [Confidential Information] with the job title. Only shortlisted candidates will be notified.
• The level of appointment will depend on the qualifications and experience of the candidate.
• For more information on The Kallang Group, refer to www.thekallang.com.sg