Key leadership role driving ticketing operations, customer experience & CRM strategy across Festival, year-round events, SLNSW partnership, Education.

About Sydney Writers’ Festival

Sydney Writers’ Festival is one of the world’s leading and most beloved literary institutions. It is a place for readers, writers and thinkers to share ideas, tell stories and celebrate literature.

Since our first Festival in 1997, we have brought thousands of diverse writers and thinkers from Australia and around the globe together in Sydney. In the company of the world’s best novelists, poets, journalists, public intellectuals, economists, politicians, podcasters and scientists, we’ve discussed some of the most pressing issues of our times. We’ve celebrated prize-winning authors, long-awaited novels from writers at the height of their careers and introduced debut authors to eager and enthusiastic new audiences.

Readers and writers have exchanged thoughts and opinions, perspectives and philosophies, creating a powerful community based on radical dialogue and respectful debate. The drumbeat of questioning that thrums underneath the Festival is powerful and enlivens Australia’s democratic tradition.

https://www.swf.org.au/about/work-with-us/

About this role

The CRM and Ticketing Manager is a key leadership role responsible for driving Sydney Writers’ Festival’s ticketing operations, customer experience and CRM strategy. Managing the Festival’s Tessitura platform, the role oversees ticketing across the annual Festival, year-round events, the State Library of NSW partnership and the Education program.

Working across the organisation, you’ll partner with Marketing, Development, Programming and Finance to maximise ticket sales, audience engagement and fundraising outcomes while delivering an outstanding customer experience. This is an exciting opportunity for an experienced Tessitura professional to shape the future of CRM and ticketing at one of Australia’s leading cultural organisations.

Please note: A minimum of three years’ experience using Tessitura is essential.

Responsibilities

CRM and Data Management

• Lead the strategic management and ongoing optimisation of Tessitura as the Festival’s CRM.
• Ensure the integrity of customer, sales and fundraising data, delivering reporting and insights to support organisational decision making.
• Develop and maintain best practice CRM processes, audience segmentation and reporting to support audience growth and engagement.
• Provide organisation-wide support and act as the primary liaison with the Tessitura Network and external support providers.

Ticketing and Revenue Operations

• Lead the Festival’s ticketing operations across the annual Festival, State Library of NSW partnership, Education program and year-round events.
• Manage relationships with venue box offices and ticketing partners, including ticketing agreements and financial reconciliation.
• Oversee event builds, pricing, seating, ticket inventory and complimentary allocations across Tessitura and external platforms.
• Work collaboratively with Marketing to develop ticketing strategies that maximise attendance, revenue and audience engagement.
• Act as the Festival’s Privacy Officer.

Customer Experience

• Champion exceptional customer service across all ticketing channels and respond to escalated customer enquiries
• Continually review the customer journey and identify opportunities to improve accessibility, efficiency and overall customer experience.

Website and Digital Commerce

• Manage Tessitura’s e-commerce platform (TNEW) and its integration with the Sydney Writers’ Festival website.
• Work with internal and external stakeholders to optimise online ticket purchasing, donation pathways and digital customer experiences.

Leadership and Team Management

• Recruit, lead and develop the seasonal Ticketing Supervisor and casual ticketing team.
• Oversee recruitment, onboarding, payroll and training for seasonal ticketing staff.
• Foster a collaborative, inclusive and high-performing team culture.
• Ensure ticketing operations comply with organisational policies, privacy obligations and legislative requirements.

Selection Criteria

Key Attributes

The successful candidate will be:

• Customer-focused with a commitment to exceptional service.
• Highly organised and detail-oriented.
• Analytical and comfortable working with data.
• Collaborative and relationship-focused.
• Calm under pressure in a live events environment.
• Proactive and committed to continuous improvement.

Essential Requirements

• Minimum three years’ experience using Tessitura.
• Demonstrated experience building and managing events within Tessitura.
• Excellent project management and organisational skills.
• Exceptional written and verbal communication skills.

Demonstrated ability to manage competing priorities and meet deadlines.

• Strong problem-solving skills and ability to work independently.
• Experience leading and managing staff.

Desirable

• Experience using WordFly.
• Intermediate to advanced knowledge of Microsoft Excel, including reporting and data analysis.
• Experience working within the arts, festivals or live events sector.

How to apply

To apply for this role, please send your resume and a cover letter demonstrating how you meet the selection criteria. Applications should be addressed to Director of Production and Operations, Tristan Taylor and be sent to [email protected].

Please include two (2) professional referees. Please note: Referees will only be contacted following prior consultation with the candidate.

Applications close at 5pm on Thursday 6 August 2026.

Early applications are encouraged, as we may proceed with an appointment once a suitable candidate is identified.

If you have any questions prior to applying, please direct them to [email protected].