Description

Closing Date: 05-Dec-2024

We are seeking an experienced Ticketing and CRM Manager to take lead responsibility for all ticketing for in-house and partner events, whilst maximising the opportunities of a centralised ticketing and CRM system to understand, develop, grow and cater to Somerset House’s many audiences.
This role will act as Tessitura ‘expert’ for Somerset House and ensure that knowledge and expertise is imparted as widely as possible across the organisation, advocating the benefits of a shared CRM and ticketing system and delivering these benefits on a practical level.
The role sits within the Marketing department but will work extremely closely with all other departments, specifically Live, Exhibitions, Visitor Experience, Development, Engagement & Skills, Somerset House Studios, IT and Finance.
Key Responsibilities
Tessitura systems management:
Lead the Tessitura V16 implementation updating senior stakeholders on system projects and new developments.
Lead on the system administration of Tessitura and TNEW with the support of the Ticketing & CRM Officer.
Lead Tessitura User Group to update all system users on projects and our Tessitura development roadmap.
Establish up to date working practices and oversee all training of Somerset House staff on the use of Tessitura v16 across different departmental functions, including the creation and updating of training documentation.
Manage remote access server (RAMP) and other remotely hosted Tessitura services, including white label ticketing platform (TNEW), and keep up to date with the latest iterations of the software being produced by Tessitura.
Lead the development of new functionality and deliver the integration with associated 3rd party software.
Ticketing:
Lead responsibility for smooth and efficient operation of all aspects of ticketing for Somerset House live events (Skate & Summer Series concerts), Somerset House exhibitions, Somerset House Studios events, ITE events, and Commercial Events, including relevant merchandising and catering opportunities.
Identify opportunities for increased ticket revenue and implement dynamic pricing strategies where appropriate.
Liaise with all internal producing and programming teams and external Commercial Event partners to establish event capacities and configuration.
Line management of the Ticketing & CRM Officer and oversee the planning and scheduling of all event set up.
Work to announcement and on-sale schedules, including advance booking periods, as defined by the Marketing and Press teams.
Create and share new procedures for efficient and timely event set up, establishing best practice procedures for Somerset House.
Ensure that visitor needs and requirements are at the forefront of event set-up, including special access requirements.
In liaison with Visitor Experience department, ensure that phone sales and group bookings (both internal and via external phone room) are delivered to the highest possible standard.
Work alongside Producing and Marketing teams to manage ticket inventory, helping to achieve maximum capacity for live events
Oversee the efficient management of all ticket holds and allocations for sponsors and any external ticket agents
Develop and enforce policies and procedures to prohibit unauthorised third-party resale of tickets.
Website and technical integration:
Work alongside the Website Manager to ensure smooth implementation of online sales via the Somerset House website and TNEW, create excellent user journeys and deliver the best online customer experience in line with Somerset House branding.
Oversee the administration of third-party applications and systems that interface and integrate with Tessitura including but not limited to Tessitura Analytics, Queue-it, Zkipster, Worldfly email distribution platform and N-Scan.
Report on new updates ongoing from the Tessitura roadmap to senior leaders, advising how Somerset House can benefit from these updates and improve current processes and systems.
CRM and data insight:
Provide data-driven business intelligence to Directorate, and Marketing, Programming, Development and Finance departments, interpreting analytics and developing CRM strategies.
Ensure all reporting within Tessitura is accurate and where necessary develop bespoke reports and automating standard reporting for events and exhibitions.
Develop knowledge, insight and ideas around CRM across the organisation, promote innovation in Somerset House’s use of Tessitura and establish best practice around the use of data including staff training.
As part of the Marketing department, contribute to Somerset House’s audience and commercial objectives by ensuring the efficient generation of lists, advanced data extractions, custom reports and ad hoc queries, ensuring all direct communication campaigns are configured to deliver maximum financial return, audience and business intelligence.
Support Directorate and Development department in the generation of guests lists for events throughout the year (e.g. cultivations and launches) and work with all departments ensure guests list data is kept up to date and is GDPR compliant.
Support the Development department in the analysis of data to identify fundraising prospects and develop engagement strategies, including potential membership schemes.
Work with the Finance department to ensure accurate financial accounting and reconciliation, batch management and end of day reporting.
Establish and enforce Data Protection policies and PCI compliance regulations, working with Somerset House’s Data protection officer to ensure GDPR standards are met.
Undertake any other associated duties as may reasonably be required in line with the role.
Skills, Knowledge and Expertise
Relevant experience as an advanced Tessitura user in an arts organisation or comparable establishment, with comprehensive knowledge of Ticketing and CRM functionality and procedures.
Experience leading, managing and reporting on complex projects to schedule in a busy environment.
Experience of TNEW, website integration, API integrations of third party software, with the ability to develop and implement practical improvements to working practices and customer journeys.  
An in-depth understanding of cultural audiences, both in-person and digital, with an enthusiasm to develop and reach new audiences.
Experience of working confidently and collaboratively with different departmental functions and levels of stakeholder.
A practical understanding of GDPR and PCI regulations.
Knowledge of and enthusiasm for contemporary trends in digital technology.
Experience with integrated communications tools and marketing automation software.
An understanding of html mark-up and CSS.
Proficiency with SQL.
Benefits
Mental Health & Wellbeing
Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed
Mental health support and guidance from our in-house trained Mental Health First Aiders
Hybrid working based on having 3 days in the office per week (pro rata if part-time)
Contribution towards eye tests and glasses
Trust life insurance scheme
Holiday
Enhanced annual leave – 25 days plus bank holidays (pro rata)
Birthday leave - additional day leave
Celebration day  - to celebrate anything of your choice
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here.  We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.
Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all, and we value everyone's unique skills. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity, and inclusion in our workplace.  We are committed to equal opportunity and encourage applications from all qualified individuals. We do not discriminate on the basis of age, disability, gender identity, race, religion, sexual orientation, or socioeconomic background.
Where candidates are equally qualified, we will seek to prioritise diversity to help us increase representation across the creative economy and the Trust.
We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.
We're committed to creating an inclusive recruitment process. Please let us know if there's anything we can do to help you perform at your best. We're open to adjusting our process to accommodate your needs.
The Trust reserves the right to close a job before its application deadline.
Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.
Skills Required

Ticketing
CRM Management
SQL
People who have worked with Somerset House

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Eddie Ade Akin
- Independent Curator
Heather Allen
- Creative Project Manager & Producer
Tommy Banham
- Content Producer
- Agile Films
Jason Baron
- Photography and Visuals Lead - Comic Relief
- Comic Relief, BBC Creative, BBC