Head of Tickets

Resident Advisor | London, UK

Posted here April 16

The Head of Tickets has responsibility for defining and delivering the strategy for Resident Advisor Tickets. This senior role has been created to drive the continued development of an existing successful team and ensure they are capable of achieving our vision and successfully executing our strategy. You will work closely with each member of the department to ensure individual focus is delivering team objectives and ensure the team is working together most effectively as a highly productive and motivated unit.  
Critical to the success of the role will be working effectively with the Head of Promoters and quickly developing an understanding of our role within our international community, ensuring aligned strategic delivery with other major departments.  

Core Responsibilities:


  • Manage, lead and coach an international team.

  • Ultimate responsibility for RA Tickets successfully delivering annual objectives.

  • Ensure roll-out and management of Account Management strategy, working with Head Of Promoters to provide feedback and direct line management of Account Management Teams.

  • Establish an effective internal communications strategy for an international team. Including international travel to ensure face-to-face time with wider team.

  • Ensure organisational initiatives and projects are successfully communicated to the team. Lead and support them in fulfilling them.

  • Working with Staff Development Manager to ensure skills and development training programs are implemented across the team.


  • Embrace a data-driven culture within the team to inform decision making and drive innovation in how we use and support our clients with statistics and data.

  • Understand our customers and their requirements to constantly improve our products and service.

  • Partner with Head of Promoters to create overall Ticketing and Account Management strategy to maintain industry leading service levels.

  • Ensure our Support Team delivers best-in-class Customer Service.

  • Review and improve processes and workflow efficiency that deliver benefits to clients & customers.  

  • Work with Head of Commercial to ensure full spectrum of services are offered and leveraged.

  • Deliver presentations at organisational events, such as the annual company summit.

  • Working with the CFO on annual budget and expenses management. Manage annual budget.

  • Ensuring quarterly and annual department objectives are met, periodically reviewing with team.

  • Write content for internal communications to update the company on team performance.

  • Lead by living the company’s values. 

Key skills required

  • In depth understanding of E-Commerce and/or Customer operations. 

  • 5+ years experience of influential team leadership, coaching and management.

  • 3+ years of P&L accountability and long-term senior strategic planning.

  • Track record of effective communication across teams and locations.

  • Calm problem solving in fast changing situations and environments.

  • Confident presentation ability to small and large groups.

  • Optimising team environments and focus to deliver operational success.

  • Proven record of proactively planning for business requirements.

  • An avid interest and understanding of electronic music culture is fundamental!

View full listing and apply here.

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