Ticketing Manager

Melbourne Writers Festival is looking for an experienced Ticketing Manager to join the team for the 2027 Festival.

MWF brings writers and readers together to be inspired, challenged and thrilled by a creative anddiverse program of events celebrating books and ideas.

Since 1986, we have entertained hundreds of thousands of readers as the flagship annual writersfestival of our UNESCO City of Literature. MWF ignites conversations across Melbourne andinspires curiosity and connection.

Held annually in May, the Festival features both renowned global writers and leading Australianstorytellers, anchored by our First Nations curators. The MWF program brings together writers ofcontemporary literary fiction, non-fiction, memoir and poetry, along with leading thinkers,performers and commentators. Through the annual MWF Schools program, we support the nextgeneration of young readers and writers.

MWF is a not-for-profit incorporated organisation funded by box office and other earned income;state, local, federal and international government funding; sponsorship, donations and fundraising. 

Role SummaryThe Ticketing Manager delivers box office and customer service functions for the Festival. They areresponsible for managing and maintaining online and onsite ticketing systems, providingexceptional customer service and contributing to achieving revenue targets through regularreporting and strategic sales analysis.

Reporting to the Senior Marketing and Brand Manager, the Ticketing Manager will manage partnerand stakeholder ticketing requirements and take the lead on planning and executing responsiveticketing initiatives that engage and grow audiences.

The Ticketing Manager will be supported by a casual Ticketing Assistant during peak periods of theMWF sales campaign period, and during the Festival to deliver on all ticketing and box office needs.MWF’s box office and ticketing function is delivered by provider Ferve Tickets.

As part of a small and dedicated team, the Ticketing Manager will have an active role in Festivaloperations, audience engagement, team leadership and stakeholder liaison; and demonstrate realimpact on ticket sales, revenue and customer experience.

Key responsibilitiesTicketing Operations• Set up and supervise all aspects of the ticket sales system for approximately 80-90 Festivalevents via MWF’s ticketing provider Ferve Tickets and data management system AirTable, inaccordance with a deliverables schedule and timeline.• Deliver all data for ticketing; ensure ongoing accuracy and completeness of data.• Set up and manage the on-site box office during the Festival.• Recruit, train and supervise casual ticketing staff (with support from the Senior Marketingand Brand Manager), including a Ticketing Assistant.• Act as the key liaison with MWF’s official ticketing provider to maintain the festival ticketingset up and troubleshoot as required.

Sales• Analyse and provide information on customer engagement with the Festival program.• With the marketing team, devise and implement responsive ticket sales strategies.• Generate timely and digestible sales and activity reports throughout the Festival campaignperiod to highlight sales patterns and help inform initiatives, promotions, and ticket offers.• Provide comprehensive in-season and post-Festival reporting, analysis andrecommendations to support continuous improvement of MWF ticketing processes andensure an informative record of Festival sales data is captured.• Work with the General Manager to undertake financial reconciliation of ticket sales.

Customer Experience• Manage communications with customers and ticketholders, including handling generalticketing enquiries and troubleshooting customer issues.• Test and review ticket purchase functionality and customer experience.• Oversee ticket holds and complimentary ticket distribution for stakeholders includingsponsors, event partners and media.• Work closely with the Front of House & Volunteers Manager to ensure a high standard ofaudience experience at Festival events.• Manage dedicated MWF Schools Program reservation and booking processes for schoolgroups.• Maintain a high level of customer service at all times.

Selection criteriaWe are looking for someone who loves festivals, cares about customer experience, and has strongoperational experience administering ticket sales services. The successful candidate will beproactive and committed to driving ticket sales to support the Festival. Applicants should be ableto demonstrate:1. Technical proficiency with ticketing systems (experience with Ferve Tickets highlydesirable, but not essential)2. Experience uploading and managing event and ticketing data via a CRM or database system3. Expertise in the preparation, writing and analysis of ticketing and sales reports4. A keen interest in sales and marketing, analysis, and initiatives that attract and growaudiences5. Success in a customer service role, where excellent written and verbal communicationskills were demonstrated6. An ability to learn and adapt quickly to deliver ticketing outcomes within a fast-pacedenvironment7. Evidence of exceptional attention to detail and organisational skills

For the full position description, please visit https://mwf.com.au/about/work-with-mwf 

Application Process

Closing date: 12pm AEST, Monday 23 November. Interviews will take place in early December.

Applications must include the following 3 documents as a single PDF:• A cover letter outlining your interest in the role.• Responses to each of the key selection criteria that demonstrate your experience, withexamples.• A current resumePlease note: As part of the interview process, two referees will be requested at a later stage. Wewill not contact referees without your consent.

Application Format:• Please combine your application into a single PDF document, with the filename: Last Name,First Name – Ticketing Manager• Applications should not exceed 6 pages in length• Applications to be addressed to Georgia Booth, Senior Marketing and Brand Manager andsubmitted by email only to [email protected]

Confidential enquiries about the role can be made to Senior Marketing and Brand Manager, Georgia Booth at [email protected]