Managing DIrector - Ticketing Operations

Our client is a fast-growing travel and experiences company operating at the intersection of mobility, hospitality, and live events, delivering seamless journeys, curated experiences, and world-class service to a diverse and expanding customer base. With a strong focus on innovation, operational excellence, and customer satisfaction, they are committed to redefining how people access and enjoy travel and event experiences across multiple channels.

They are seeking a visionary, strategic, and results-oriented Managing Director to lead and transform our ticketing and event operations function. The ideal candidate will be responsible for driving revenue growth, operational excellence, customer experience, and strategic partnerships while ensuring seamless ticketing operations across all sales channels.

The Managing Director will provide executive oversight for ticketing strategy, event operations, financial performance, stakeholder engagement, and customer experience, ensuring the organisation remains innovative, efficient, and commercially competitive within the industry.

Key Responsibilities

Strategic Leadership & Commercial Growth

• Develop and implement long-term ticketing, pricing, and revenue optimisation strategies, including dynamic pricing models, to maximise ticket sales and capacity utilisation.
• Lead budgeting, sales targeting, forecasting, and revenue planning processes to support data-driven business decisions and operational efficiency.
• Provide regular sales analysis, commercial insights, and strategic recommendations to internal stakeholders, producers, promoters, and executive leadership.
• Continuously identify opportunities to improve operational performance, revenue generation, and customer engagement across all ticketing channels.

Ticketing Operations & Event Management

• Oversee the end-to-end ticketing operations for all events, ensuring efficient event builds, inventory management, and seamless customer experience delivery.
• Manage VIP ticketing operations and premium customer experiences to maintain high service standards.
• Act as the senior escalation point for complex customer service issues, operational disruptions, and high-profile event management challenges.
• Ensure operational readiness and service excellence during live events while maintaining effective coordination across internal teams.

Financial & Business Management

• Collaborate closely with the finance team to ensure accurate revenue tracking, financial reconciliation, settlement processes, and reporting.
• Monitor ticket sales performance against institutional targets and ensure operational decisions align with financial objectives.
• Drive accountability and financial discipline across all ticketing and operational processes.

Vendor & Stakeholder Management

• Build and maintain strong relationships with ticketing platforms, external promoters, travel partners, and key service providers.
• Negotiate and manage contracts with major ticketing and technology vendors such as Ticketmaster, Amadeus, AXS, and SeatGeek to ensure operational efficiency and commercial value.
• Foster effective collaboration and communication across producing, marketing, operations, finance, and insight teams.

Team Leadership & Talent Management

• Lead, mentor, and develop departmental heads and operational teams to drive high performance, accountability, and continuous improvement.
• Recruit and retain top talent while fostering a culture of innovation, collaboration, and customer-centric service delivery.
• Provide leadership and direction to ensure teams consistently meet operational and commercial objectives.

Data, CRM & Compliance Management

• Analyse ticket sales data, purchasing trends, and customer insights to support audience segmentation and targeted marketing initiatives.
• Collaborate with marketing and insight teams to improve customer acquisition, retention, and engagement strategies.
• Stay abreast of emerging trends, technologies, and best practices in ticketing operations and event management.
• Ensure compliance with health & safety regulations.

Requirements

• Minimum of 8–10 years’ senior management experience leading large-scale ticketing operations, hospitality, entertainment, or travel-related businesses.
• Strong expertise in industry-standard ticketing platforms, CRM systems, and digital gate management technologies, including Tessitura, Amadeus, Ticketmaster, AXS, and SeatGeek.
• Demonstrated experience in revenue management, financial forecasting, budgeting, and commercial strategy execution.
• Strong analytical and problem-solving skills with the ability to interpret complex data and translate insights into actionable business decisions.
• Proven ability to manage high-pressure operational environments, crisis situations, and complex event logistics.
• Exceptional leadership, stakeholder management, communication, and negotiation skills.

KEY PERFORMANCE INDICATORS (KPIs)

• Achievement of ticket revenue targets and commercial growth objectives
• Capacity utilisation rates and inventory optimisation performance
• Customer satisfaction ratings and reduction in complaint volumes
• Accuracy and timeliness of financial settlements and audit processes
• Operational efficiency and successful execution of high-profile events
• Effectiveness of sales forecasting and revenue reporting processes