Box Office & CRM Manager

Box Office & CRM Manager

Opera Holland Park Closing date: Fri, 04 Sep 2026

Artform: Music
Role: Customer Service
Contract: Permanent
London

Tue, 04 Aug 2026 "> published -

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

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.
- Manage the day-to-day operation of the Box Office across Opera Holland Park's summer season and year-round events.
Oversee

Job Responsibilities

Box Office Operations

- Manage the day-to-day operation of the Box Office across Opera Holland Park's summer season and year-round events.
- Oversee ticket sales across all channels, ensuring an efficient and seamless booking experience.
- Act as the senior point of escalation for customer enquiries, complaints and complex ticketing matters.
- Lead the setup of new productions, performances, pricing structures, seating plans, discounts, membership and promotional offers within Spektrix.
- Maintain excellent standards of data quality and operational accuracy.
- Review and refine Box Office procedures to improve efficiency and customer satisfaction.
- Champion accessible ticketing and ensure customers receive an inclusive and welcoming service.

Useful Links

Job Overview

  • Job Title: Box Office & CRM Manager
  • Salary: £30k-£40k
  • Hours: Full time
  • Artform: Music
  • Role: Customer Service
  • Contract: Permanent
  • Closing date: Fri, 04 Sep 2026
  • Location:
    London

How to Apply

To apply, please submit:

A copy of your current CV.
A covering letter explaining how your skills, knowledge and experience meet the requirements of the role.

Your covering letter should address the responsibilities and criteria set out in the job description and person specification, using relevant examples where possible.

Please send your CV and covering letter to Harry Palmer, Head of Marketing, at [email protected].

If you have any questions about the role or would like an informal discussion before applying, please contact Harry at the same email address, and he will be happy to arrange a conversation.

Applications must be received by 11.59pm on Friday 4 August. Applications submitted after this date will not be considered.