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Ticketing Operations Manager

2 months ago

Caulfield East, Victoria, Australia Melbourne Racing Club Full time
About the Role

The Melbourne Racing Club is seeking a highly skilled Ticketing Manager to join our Customer Team. As a key member of our team, you will be responsible for managing and executing all customer service and ticketing requirements, including the management of our partnership with Ticketek.

Key Responsibilities
  • Collaborate with the Customer Growth Manager to develop and implement pricing and attendance models for racing ticketing.
  • Implement and manage ticketing software solutions to ensure seamless customer experiences.
  • Develop and review plans, processes, and policies for managing ticket operations, including the coordination of ticket releases for all MRC racedays and events.
  • Execute ticketing related to membership or dining packages, ensuring timely and accurate delivery.
  • Implement operational plans for the distribution of stakeholder ticketing requirements, working closely with Ticketek, Operations, and IT teams.
  • Manage ticketing content on the MRC website and third-party channels, ensuring accuracy and consistency.
  • Develop Customer Service SLAs to improve efficiency within the customer service function, reporting to the business and key stakeholders on customer service metrics.
  • Assist with execution on race days, including weekend work in line with the racing calendar.
Requirements
  • Minimum 4 years of experience in a ticketing-related or management role.
  • Extensive understanding of ticketing systems, processes, and practical experience in writing ticketing use cases and processes.
  • Strong operational experience in ticketing within a major event environment.
  • Experience working in a customer service or frontline services role.
  • Knowledge of membership databases (desirable).
  • Sound IT skills, particularly understanding ticketing box office and access control requirements (desirable).
  • Ability to work independently with strict guidelines and deadlines.
  • Ability to effectively multi-task.
What's in it for You?
  • Ongoing learning and development opportunities through the organisation-wide DRIVE Development program.
  • Access to our year-round well-being initiatives, including our Employee Assistance Program for staff and family.
  • Racing Industry Member passes, discounts across our family of brands, and free tickets to a wide range of events.
  • Free onsite parking or a short walk from Caulfield Station.
  • Paid Volunteer and Parental Leave.
  • Free monthly staff lunches.