Theatre Tokens Manager Job in London, London UK
Title: Theatre Tokens Manager
MAIN PURPOSE OF JOB
To manage the day to day operation and strategic development of the Theatre Tokens department and scheme
MAIN ACCOUNTABILITIES
To ensure the efficient operation of the Theatre Tokens scheme, liaising with the contact centre, bulk distribution centre, token printer, and technical service providers to ensure an optimum level of service and customer care
Direct management of the Theatre Tokens Administrator, including appraisals, training, development, and disciplinary matters
To ensure that a high level of customer care is offered to all customers at all times and deal with all phone / email queries as required
To maximise the number of outlets and venues participating in the scheme, identifying and approaching new venues as appropriate, whilst maintaining relationships with existing venues
To prepare, agree and monitor the budget for Theatre Tokens
Regularly report on sales figures and other ad hoc information as required. To identify and investigate any unexpected variations in sales patterns
To effectively manage all supplier relationships
Ensure the printing and supply of Theatre Tokens is maintained at adequate levels, and that printing costs remain competitive
To keep abreast of current and future technological developments in the gift voucher industry and recommend and coordinate corresponding developments to Theatre Token product as appropriate
To actively contribute to and develop strategy for the future direction of Theatre Tokens To assist with and support in the development and operation of new processes and marketing initiatives
To regularly review service standards in the outsourced call centre, and provide training as required on a seasonal basis, or in response to business developments To assist with testing and providing feedback for new development work on the Theatre Tokens database
In the absence of the Theatre Tokens Administrator, to undertake all of their tasks
To be available to work outside of normal office hours if required, which could include travel and overnight stays
To represent Theatre Tokens and the company at industry events
EXPERIENCE
Minimum 5 years managerial experience in a Customer Service or Sales environment
Previous experience of working with a gift voucher product, preferably gift cards or e-vouchers
Experience of managing, at the operational level, bespoke databases
Previous experience of working in an Arts environment
Previous experience of staff training and development
Financial / Commercial Experience
Staff Recruitment experience
Marketing experience
KNOWLEDGE
Up-to-date with current voucher industry trends
Knowledge of West End theatres and productions
Knowledge of box office ticketing systems
Commitment to equality and diversity
SKILLS/ ABILITIES
Accuracy and high level of attention to detail
Ability to manage conflict
Strong negotiating skills
Excellent Interpersonal skills
High level of numeracy
Excellent presentation skills
Commitment to remedy problems using own initiative
Diplomacy
Self-Driven
Fluent in Microsoft Office packages
Ability to work effectively as part of a team maintaining a positive outlook at all times
Strong organisational ability
QUALIFICATIONS
Educated to Degree level (or equivalent), with minimum GCSE Grade A-C Mathematics and English
Evidence of continuous personal development