Tickets, Membership and Shop (TMS) Sales Manager

Organisation: The Hive London
Salary: £35,000 per annum
Location: The Hive London, Camrose Avenue, Edgware, HA8 6AG
Contract type: (Full time)
Closing date: 15 July 2026
Job Description: Role Purpose

Lead the delivery of all ticketing operations and match day activity, ensuring accurate system setup, strong sales performance, and an excellent customer experience. Act as the club's subject-matter expert for the ticketing system (VMS), while managing staff, resolving live issues, and supporting membership and season ticket growth.

This is a hands-on, high-pressure role requiring strong operational leadership, systems expertise, and customer focus.

Key Responsibilities

Ticketing Operations

Manage end-to-end setup of fixtures in VMS, including pricing, seating, and event configuration
Oversee ticket sales across online, phone, and in-person channels
Monitor sales trends and support planning decisions
Ensure compliance with league/EFL requirements
Liaise with opposition clubs on allocations and sales processes
Act as an escalation point for complex ticketing issues

Customer Experience

Handle customer enquiries and escalated complaints (errors, refunds, system issues)
Support and guide frontline staff on ticketing and membership queries
Maintain high service standards across all touchpoints

Ticketing System (VMS)

Own and manage the ticketing system, including events, pricing, and memberships
Troubleshoot issues (sales errors, printing, online journey)
Work with system providers to resolve faults and improve functionality
Train staff on system use and best practices

Match Day Operations

Lead ticketing operations on match days, including staffing, systems, and setup
Act as central contact for live issues (turnstiles, discrepancies, sales)
Coordinate with key stakeholders to ensure smooth delivery
Deliver sales updates and complete post-match reporting and reconciliation

Memberships & Season Tickets

Manage and develop membership and season ticket products
Lead renewal and sales campaigns
Identify opportunities to improve retention, value, and revenue

Team Leadership

Manage match day and reception staff (including rota planning)
Train, onboard, and support team members
Monitor performance and address issues where needed

Stakeholder Management

Work closely with internal teams (Senior Leadership, Finance, Safety, Commercial)
Provide accurate reporting to support planning and financial control

Key Challenges

Managing live, high-pressure match day environments
Resolving system and operational issues in real time
Maintaining accuracy and compliance across ticketing activity
Handling customer dissatisfaction effectively
Person Specification

Essential

Experience in ticketing, events, venue operations and system administration.
Strong experience with ticketing/booking systems (VMS or similar)
Customer service experience handling complex issues
Ability to work in fast-paced environments

Desirable

Experience in sport or live events
Team leadership experience
Experience with memberships/subscriptions
Exposure to financial reporting/reconciliation

Skills & Competencies

Strong systems and problem-solving ability
High attention to detail
Organised and able to prioritise effectively
Confident leader in high-pressure situations
Excellent communication and customer service skills

Personal Attributes

Calm under pressure and proactive
Hands-on and accountable
Resilient and adaptable

Working Hours

45 hours per week (40hrs Rota plus 5hrs average for matches)
Usual Rota) 10 am - 7 pm with a 1-hour break.
Five days a week, Thursdays & Sundays off (except Sunday matches)
How to apply: To apply, please submit a cover letter and CV by email to: tellus@thehivelondon.com Emails should use the subject heading: BARNET FC - TMS MANAGER APPLICATION