Ticketing & CRM Manager

**OUR PURPOSE MY PURPOSE**

City Recital Hall Limited was established as a not
- The Ticketing & CRM Manager is the lead of the

for-profit company in 2015. Our world-class sales and customer relation management (CRM)

performance space is located in Angel Place in the function. The role is responsible for City Recital

heart of Sydney's laneway precinct. Hall’s ticketing strategy and delivery, and the how
customer data is stored, segmented, and

We create exceptional live music experiences for mobilised within the organisation’s CRM
our audiences and artists that reflect the acoustic (Tessitura) to increase engagement with the
quality and intimacy of City Recital Hall. venue and ensure an exceptional customer
experience.
We welcome everyone with respect, joy and care.

We strive to achieve our cultural, social and REPORTING LINE
economic potential as a landmark Sydney cultural
destination.

**Our Values**Marketing Director
- **Connection** - we cherish the relationship

between audiences and artists
- **Imagination** - we ignite bold creativity and Ticketing & CRM

innovation Manager
- **Excellence** - we build trust through quality
- **Sustainability** - we aim to be cultural leaders

for the future Ticketing Specialist

**OUR STRATEGIC FOCUS AREAS**

Box office staff
**Innovative Increase Raise Digital**

**Prog** **ramming** **Utilisation** **Profile**

KEY RELATIONSHIPS

**Creatively Capital**
**Use Space** **Renewal**

**Marketing Ticketing**

**Director Specialist**

**Strengthen**
**Embed**

**Stakeholder**

**Sustainability**
**Box office and**

**Relations Hirers venue staff**

**City Recital Hall
- Position Description - February 2025**

**Ticketing & CRM Manager**

MY RESPONSIBILITIES

**Responsibilities**
**Duties**
- Develop and deliver the ticketing strategy.
- CRM platform management and strategies to grow customer data.
- Senior ticketing account management for hirers and escalation point for customer service issues.
- Contract negotiations with hirers and third-party resellers / retailers.
- Negotiating data sharing agreements.
- Reviewing all settlements with the Programming and Finance teams and ensuring accurate processing of
- ticketing income.
- Introducing new ticket retailers / sub agents to the venue as appropriate.
- Systems and infrastructure development and project management, including the roll out of system

improvements (e.g. in-venue ticket scanning), Tessitura upgrades, linking ticketing with other Hall
systems, linking ticketing with tourism / travel trade channels (e.g. Ingresso), rollout and maintenance of
ticketing analytics systems (eg Activity Stream), dynamic pricing protocols and enhancing the CRH
Membership program systems.
- Contributing to philanthropic delivery in terms of donor reporting.
- Ensuring adherence to privacy law and secure storage of customer data.
- Mentor and support the Ticketing Specialist to deliver the best customer and hirer experience, including
- a dotted line management of box office staff.
- Overflow duties from the Ticketing Specialist and/or leave cover, including event ticketing builds, post

on-sale ticketing management, allocation and promotions management, and reporting.

**Performance Indicators** Ensure reliable and accurate ticketing services.
- Ensure hirer and customer satisfaction with ticketing experience from website through to venue.
- Grow customer data and facilitate how it can be connected and mobilised across sales, marketing,
- philanthropy, membership program and at the venue (food & beverage sales).
- Champion best-practice and compliant database management and safeguarding of customer data.

MY ATTRIBUTES, SKILLSET AND BEHAVIOUR

**Criteria**
**Essential**
- Extensive knowledge of ticketing systems.
- Exceptional attention to detail and financial acumen.
- Project management and system delivery.
- People management.

**Desirable** Experience with Tessitura as both as CRM and ticketing platform.
- Venue-side ticketing experience.
- Experience with Ticketmaster.

**Experience** At least 4 years in a Ticketing Manager or equivalent role, including managing staff.
- A demonstrated history of building and maintaining strong relationships with hirers and internal

stakeholders.

**City Recital Hall
- Position Description - February 2025**

**Ticketing & CRM Manager**

**Attributes and Behaviours**
**Connection**
- Facilitate the use of data to strengthen the relationship between venue and customers.

**Imagination**
- Streamline processes and introduce new systems to enhance the sales and the customer experience.

**Excellence**
- Maintain an exception attention to detail to ensure all ticketing funds are handled accurately.

**Sustainability**
Encourage considered use of ticketing collateral, with a digital-first approach.

**City Recital Hall
- Position Description - February 2025