Ticketing Manager

Play a leading role in connecting audiences with extraordinary live performance, managing exceptional ticketing & customer service operations.

AANT Centre is Darwin’s premier live entertainment venue presenting and hosting theatre, music, comedy, dance, festivals and community events across The Playhouse, Studio Theatre and the Darwin Amphitheatre. We are distinctive in the Australian venue landscape: a capital city venue in the breadth of our programming and the professionalism of our promoter and presenter relationships, operating with the close-knit, hands-on team of a regional-scale organisation. Everyone at AANT Centre contributes directly to the audience experience.

Position Purpose

The Ticketing Manager holds full accountability for the Centre’s ticketing function. The role leads all ticketing operations – from event builds and on-sales through to daily reconciliation and event settlement – and is the primary ticketing contact for promoters, commercial hirers, festivals, schools and community groups. The Ticketing Manager leads a small team, directly managing a full-time Ticketing & Administration Officer and recruiting, training and rostering a pool of casual Box Office staff.

The role is both strategic and hands-on. The Ticketing Manager builds events in the ticketing system, personally staffs a share of evening performance shifts, and sets the standard for customer service at the first point of contact between our audiences and the Centre. The Ticketing Manager also works closely with the CEO to ensure the Centre’s ticketing systems, and the contracts that support them, continue to deliver maximum benefit to the Centre through periodic assessment and review.

Key Accountabilities of the Role

1. Ticketing operations and event builds

• Build and maintain all events in the ticketing system, including pricing structures, seating configurations, holds and allocations, discounts, packages and on-sale scheduling.

• Maintain the integration between the ticketing system, the Centre’s website and any external sales channels or agency allocations.

• Manage on-sales, pre-sales, exchanges, refunds and gift vouchers in line with Centre policy and the LPA Ticketing Code of Practice.

2. Promoter, hirer, community and marketing liaison

• Act as the primary ticketing contact for commercial promoters, presenters, festival partners, schools and community hirers.

• Advise clients on scaling the house, pricing, on-sale strategy, complimentary ticket and holds policy, and audience data permissions.

• Provide a supportive, educative service to community and first-time hirers, guiding them through the ticketing process from contract to settlement.

• Work closely with the Centre’s marketing function on special offers, promotional codes, pre-sales, packages and pricing campaigns, ensuring offers are accurately built in the ticketing system and sales data flows back to inform campaign decisions.

3. Financial control, settlements and reporting

• Ensure accurate daily reconciliation, cash handling and banking in accordance with the Centre’s financial controls.

• Prepare box office statements and participate in event settlements with hirers and promoters, ensuring attendance and sales figures reconcile daily.

• Produce regular sales, audience and CRM reporting for the CEO, marketing function and Board reporting, and contribute data-driven insights to programming and pricing decisions.

4. Team leadership and rostering

• Directly manage and develop the Ticketing & Administration Officer.

• Recruit, train, supervise and roster the casual Box Office team, ensuring all performances and sales periods are covered to standard.

• Roster efficiently and in accordance with the Centre’s enterprise agreement and relevant Award provisions, including minimum engagements and penalty provisions.

• Personally cover a share of evening Box Office performance shifts (approximately 30% of performances), managing working hours flexibly within the contracted week.

5. Customer experience and access

• Set and model the standard for customer service across counter, phone and online channels, and resolve escalated customer matters.

• Manage accessible bookings, including Companion Card, wheelchair allocations and assistive listening, ensuring an inclusive experience for all audiences.

• Liaise with the Front of House Manager on performance-night readiness, including ticket scanning equipment, door lists and admission procedures, to ensure smooth and accurate entry for every performance.

6. Systems, compliance and improvement

• Administer the ticketing system and manage the vendor relationship, including service standards and issue resolution.

• Work with the CEO on periodic assessments of the Centre’s ticketing systems and associated contracts to ensure they maximise benefit to the Centre, and lead any resulting system improvement or implementation projects.

• Ensure compliance with PCI-DSS, privacy obligations and the Centre’s terms and conditions of sale, and continuously improve ticketing processes and the online purchase pathway.

Selection Criteria

Essential

• Significant, progressively responsible experience in ticketing or box office operations, ideally within a live performance venue, arts organisation or comparable ticketed environment.

• Deep working knowledge of at least one major computerised ticketing system, with demonstrated ability to learn and implement new systems and build effective processes.

• Strong financial administration skills, including reconciliation, cash controls and preparation of box office statements or settlements.

• Demonstrated experience supervising, training and rostering staff, preferably including casual teams in a venue or events environment.

• Excellent stakeholder and client management skills, with the ability to work effectively with commercial promoters, community hirers and diverse audiences.

• A genuine customer service orientation and willingness to work hands-on, including regular evening and weekend performance shifts.

Desirable

• Experience leading or supporting a ticketing system procurement, migration or implementation.

• Experience using CRM and audience data to inform pricing, sales forecasting and campaign strategy.

• Knowledge of the LPA Ticketing Code of Practice and industry settlement practices.

Special Conditions

• Regular evening and weekend work is a requirement of the role. On performance days the incumbent will typically commence later in the day and work through the evening; hours are managed flexibly within the contracted 37.5 hours per week.

• A satisfactory criminal history check is required. An NT Working with Children Clearance (Ochre Card) may be required given the Centre’s education and family programming.

• Some intrastate or interstate travel may occasionally be required (e.g. industry conferences, system implementation).

What we can offer you

• Year round access to the best arts and entertainment in town!

• Five weeks annual leave

• 12% supperannuation and salary packaging
• A relocation package is available for interstate candidates.

• A supportive structure, including access to Employee Assistance Programs and Profesional Development opportunities.

• A lovely bunch of skilled and enthusiastic team members for you to work alongside.

Applications must be limited to a two-page cover letter addressing the selection criteria and a resume no longer than four pages.

We strongly encourage applications from people who identify as First Nations, from culturally and linguistically diverse backgrounds and people with disability. We strive to accommodate people with disability by making reasonable workplace adjustments when required. If you require an adjustment for the recruitment process or job, please discuss this with the contact person nominated above.

Applications close Wednesday 19 August, 11.59pm.