Supporter Services Manager

Organisation: Bath Rugby Club
Salary: 30,000-32,500 per annum
Location: Bath, United Kingdom
Contract type: Permanent (Full time)
Closing date: 13 June 2025
Job Description: Job title: Supporter Services Manager
Reporting to: Ticketing (& Project Delivery) Manager
Department: Ticketing & Supporter Services
Contract Type: Full Time
Hybrid Working: Minimum 4 days per week onsite (Either at Farleigh House or The Recreation Ground)
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About Bath Rugby
Bath Rugby is highly regarded across the world rugby landscape with a proud heritage of success and an impressive number of past and present international players representing the Club (many of whom have graduated through their outstanding Academy). It boasts a strong, loyal and passionate fan base and home games are played at the idyllic Recreation Ground in the city centre.
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The Role
This is an exciting opportunity to join Bath Rugby’s Ticketing and Supporter Services Team as Supporter Services Manager. Having a pivotal role in supporting the Ticketing (& Project Delivery) Manager in managing daily ticketing operations and maintaining the ticketing systems. The role also has responsibility for guiding the Supporter Services team in providing outstanding customer service.

In essence: this role involves supporting ticket sales, processing orders, assisting with various ticketing procedures whilst holding the position as the “subject matter expert” (SME) for the various systems necessary for the Ticketing & Supporter Services team, including, (but not limited to) TCT, Pro Web, Ticketmaster’s TM1 and XR, and the various ticketing scanners & printers in use). The Supporter Services Manager also plays a crucial role leading the supporter services team, managing daily ticketing operations, helping the Ticketing (& Project Delivery) in implementing ticketing strategies, and maintaining high standards of customer service and operational efficiency to enhance the supporter experience.
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KEY RESPONSIBILITIES

• Maintaining and updating ticketing systems, including (but not limited to) event setup
• Ensuring accurate and clean customer data collection through all Ticket sales channels.
• Managing event inventory, releasing holds, and tracking Ticket sales data.
• Keeping internal departments informed about events, changes, and (through liaison with the Supporter Services team) customer service issues.
• Assisting the Ticketing (& Project Delivery) Manager with daily tasks.
• In partnership with Revenue & Commercial Insights Director, Supporter Services Team, and Marketing Director to manage the on sale process (and set up of all new ticket releases/booking periods), to plan and execute ticketing campaigns, pricing strategies, and season ticket sales.
• Manage set-up, allocation, and release of all events/games in conjunction with the agreed strategies
• Proactively contribute to ideas and conversations around ongoing and new ticketing initiatives.
• Manage the ticketing platform - Ticketmaster and eTicketing.
• Oversee ticket allocations, seat maps, and inventory management.
• Work with finance to reconcile revenue and ensure accurate reporting.
• Proactively addressing and resolving ticket-related issues.
• Coordinate with the Supporter Services Team to ensure timely and clear communication of key ticketing information (e.g. price updates, sale dates, promotions).

• To manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office, when open (including, but not limited to, matchdays).
• To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
• To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
• To assist the Ticketing & Project Delivery Manager and Revenue & Commercial Insights Director in any relevant tasks related to the department, as the recognised “expert” in the customer experience elements of Ticket Sales.
• To facilitate the Supporter Services team helping/supporting the Ticketing & Project Delivery Manager when business needs require this.
• To support the Ticketing & Project Delivery Manager in completing the “Income Sheets” ( a role shared between these 2 leaders.
• To “own” the process of Season Ticketing printing, movers and the waiting list (normally completed during the “off-season”), with support from the entire Ticketing and Supporter Services team.

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About You
Required Experience & Attributes:

• A minimum of 2-3 years of experience with ticketing systems and processes for large-scale sporting events. Proficiency in ticketing systems, data management, and IT skills.
• Excellent communication, interpersonal, and problem-solving skills. Persuasively communicates with others to gain support for ideas
• A strong commercial mindset with the drive to achieve and exceed revenue targets.
• Strong organizational and time management skills to handle multiple tasks.
• Strong numeracy skills for managing ticket sales and inventory with an ability to analyse data and generate reports.
• Understanding of ticketing operations, best practices, and relevant regulations (e.g., GDPR).
• Providing excellent customer service through various channels (phone, email, in-person).
• Actively seeks out new, creative, and innovative ways of working from different perspectives before determining the most appropriate course of action to deliver the best results.

Preferred Attributes:
• Always striving to achieve/be their best at work and supporting other colleagues to do the same
• Have a Growth Mindset
• Strive to demonstrate “Positive Intention” and to take this as the default/initial setting with others
• Manage projects, activities, and resources effectively, assuming personal ownership and accountability for results
• Define ambitious goals and establish priorities with clear responsibilities to ensure results
• Focus on our long-term development whilst achieving short-term goals
• Approach tasks with positivity and go above and beyond the expected
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What We Offer
• Competitive salary commensurate with experience
• 25 days annual leave + bank holidays + your birthday off
• Comprehensive benefits package including:
o Complimentary matchday tickets
o Bath Rugby branded kit
o Local discounts and wellness initiatives
o Onsite gym usage and Cycle to Work scheme
• Hybrid working model (minimum 4 days onsite per week)
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Location
Based at Bath Rugby’s Head Office, Farleigh House (BA2 7RW), with regular attendance required at The Rec in Bath city centre. Due to the rural location and limited public transport, applicants must live within commuting distance and have access to their own transport________________________________________
To Apply
Please send your CV and a covering letter outlining your suitability for the role to opportunities@bathrugby.com. Bath Rugby is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.
How to apply: Please send your CV and a covering letter outlining your suitability for the role to opportunities@bathrugby.com. Bath Rugby is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.