Salary & Benefits: Competitive

Hours Required: 37.5 hours per week, Monday to Friday 10am until 6pm, plus match days

Reporting to: Head of Retail and Ticketing

Based at: Kingston Park Stadium, Newcastle upon Tyne NE13 8AF

Overview:

We are seeking a proactive, commercially minded Ticket Office Sales & Service Manager to lead our Club Shop and Ticket Office operations. This pivotal role blends retail and ticketing management with a strong emphasis on driving revenue, delivering an exceptional customer experience, and supporting the club’s wider commercial goals.

You’ll be the heartbeat of our fan-facing operations — leading a small team, optimising sales performance, and ensuring every supporter’s interaction with the club is a positive and memorable one.

Key Responsibilities

Sales Strategy & Performance

• Drive retail and ticket sales through effective day-to-day leadership and performance management.
• Develop and implement proactive sales strategies aligned with matchday and seasonal targets.
• Monitor key sales KPIs and identify opportunities to maximise revenue across all retail and ticketing channels.
• Work closely with marketing to plan and execute engaging promotions and ticketing campaigns.

Retail & Ticket Office Operations

• Oversee the smooth and efficient operation of the club shop and ticket office, including all matchday activity.
• Ensure all customer transactions — online and in-person — are completed accurately, promptly, and to a high standard.
• Maintain stock levels, store presentation, and merchandising standards that reflect the club’s professional image.

Customer Experience & Fan Engagement

• Champion a high-performance service culture, ensuring every fan receives friendly, helpful, and knowledgeable support.
• Proactively resolve customer enquiries and complaints across multiple channels (in-person, phone, email).
• Support and promote club-wide fan engagement initiatives through retail and ticketing.

Data & Technology

• Maintain accurate records using ticketing and CRM systems, ensuring clean data for sales and marketing use.
• Troubleshoot minor technical issues and ensure IT systems supporting ticketing/retail are functional and up-to-date.

Collaboration & Team Leadership

• Lead, train, and motivate the ticket office and shop team to deliver excellent sales and service performance.
• Collaborate with departments such as marketing, communications, and events to align campaigns and fan experiences.
• Contribute to planning and executing retail/ticketing promotions and seasonal events.

Essential Requirements

• Proven experience in a sales-focused customer service or retail management role — ideally in a sports or entertainment setting.
• Strong commercial awareness with a proven ability to hit and exceed sales targets.
• Excellent organisational and multitasking abilities, with high attention to detail.
• Confident IT user, including office packages and ticketing/CRM systems.
• Comfortable working independently and leading a small team in a fast-paced environment.
• Friendly, professional manner and strong communication skills.
• Full, clean driving license.

Desirable Qualities

• Experience using ticketing or EPOS systems (e.g. Ticketmaster).
• A passion for sport and an appreciation for the importance of supporter experience.
• Ability to stay calm under pressure on matchdays and in high-demand situations.

People dimensions:

• Comfortable in a team environment and motivated to work independently

Safeguarding

Newcastle Falcons and Foundation take safeguarding very seriously and is committed to ensuring that all children and adults at risk are safeguarded at all times when engaging in club activities or services. The club has numerous safeguarding policies and best practice guidelines to support this and expects all employees to adopt such policies and practices at all times.

The club adheres to strict guidelines, policies and procedures when recruiting staff who work with children and/or adults at risk and is committed to ensuring staff receive appropriate safeguarding training suitable to their role/s. Successful applicants are expected to share the club’s approach to safeguarding at all times.

Equal Opportunities:

The post holder’s duties must be carried out in compliance with the Club’s Equal Opportunities Policy, with the Health and Safety at Work Act 1974 and subsequent Health and Safety Legislation.

Newcastle Falcons & Newcastle Rugby Foundation are an equal opportunities employer, all applicants for employment will be given equal opportunities irrespective of sex, age, race, religion or belief, marriage or civil partnership, disability, sexual orientation, gender reassignment, pregnancy or maternity, ethnic or national origin.

These duties and responsibilities should be regarded as neither exclusive nor exhaustive and the post holder may be required to undertake other reasonably determined duties and responsibilities within Newcastle Falcons, commensurate with the post without changing the character of the post. This post requires an enhanced Disclosure & Barring Service (DBS). This post is exempt from the Rehabilitation of Offenders Act (1974). Information on all convictions including spent convictions must be declared, in line with the new Government Filtering System.

If you wish to see our Candidate Privacy Notice click HERE.

Employment is subject to: satisfactory professional references, the provision of proof of eligibility to work in the UK as well as a successfully cleared enhanced Disclosure & Barring Service (DBS) check and clearance of RFU safer recruitment procedure.

How to Apply:

If you’re passionate about delivering outstanding customer service, have excellent organisational skills, and thrive in a fast-paced environment, we want to hear from you!

Please submit your CV and a cover letter detailing your relevant experience to Alison Carthy, Head of Retail & Ticketing, Newcastle Falcons, Kingston Park Stadium, Kingston Park, Brunton Road, Newcastle upon Tyne NE13 8AF

Email: alison.carthy@newcastle-falcons.co.uk.

Application Deadline: Friday June 27, 2025

Join us in creating unforgettable experiences for our fans!