Box Office & CRM Manager

Job Summary Opera Holland Park is seeking an experienced Box Office and CRM Manager to lead the delivery and development of our ticketing, customer relationship management and audience services. This is an exciting opportunity to shape how audiences engage with Opera Holland Park, ensuring an outstanding custom Job Description The successful candidate will oversee the day-to-day operation of the Opera Holland Park Box Office alongside the development of our CRM platform, Spektrix. Working collaboratively across Marketing, Development, Finance and Production, they will ensure…

Job Summary

Opera Holland Park is seeking an experienced Box Office and CRM Manager to lead the delivery and development of our ticketing, customer relationship management and audience services. This is an exciting opportunity to shape how audiences engage with Opera Holland Park, ensuring an outstanding custom

Job Description

The successful candidate will oversee the day-to-day operation of the Opera Holland Park Box Office alongside the development of our CRM platform, Spektrix. Working collaboratively across Marketing, Development, Finance and Production, they will ensure customer data is used effectively to support ticket sales, audience growth, fundraising and informed business decisions.

As the primary lead for Spektrix, the postholder will be responsible for maintaining and developing the system, improving reporting and customer journeys, and ensuring the organisation makes the most of its CRM capabilities. They will also play a key role in developing ticketing strategies, optimising sales performance and continually enhancing the audience experience.

As a highly visible member of the team, the Box Office and CRM Manager will set the standard for customer service, ensuring every interaction, whether online, by telephone or in person, is welcoming, efficient and accessible.

Job Requirements

At least three years’ experience in a CRM, ticketing, Box Office or audience development role.

Strong working knowledge of Spektrix.

Experience managing CRM systems and maintaining customer databases.

Experience producing reports, analysing audience data and presenting insights to support decision-making.

Excellent understanding of CRM principles and customer lifecycle management.

Strong organisational skills with exceptional attention to detail. Excellent analytical and problem-solving abilities.

Confident communicator, able to explain technical processes clearly to colleagues with varying levels of system knowledge.

Proven ability to manage multiple projects and deadlines simultaneously.

Commitment to delivering outstanding customer service. Interest in the performing arts and live events.

Willingness to work evenings and weekends during the performance season as required.

Job Responsibilities

Key Responsibilities

CRM Strategy and Audience Development

Develop and implement CRM strategies that support ticket sales, audience development, fundraising and customer retention.

Work with colleagues across Marketing and Development to create targeted audience segments and customer journeys that improve acquisition, engagement and loyalty.

Produce regular and detailed analysis, reports and insights to inform pricing, campaign planning, sales performance and strategic decision-making.

Develop promotional offers, sales campaigns and tracking mechanisms within Spektrix.

Identify opportunities to improve conversion rates, automate processes and enhance the customer journey through effective use of CRM technology.

Ensure customer data is accurate, well managed and supports organisational reporting and audience engagement objectives.