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About the Role

We are seeking a leadership-focused, collaborative, and warm Box Office Manager to champion our customer journey and lead our territory's ticketing team. This role blends administrative management with live show operations, overseeing the Box Office team, cultivating collaboration, and upholding the highest standards of service. The position requires connection to the floor, supporting peak show times, and global collaboration to elevate guest experiences.

Responsibilities

Manage and mentor full-time and part-time Box Office Associates and Senior Associates, establishing KPIs.
Oversee efficient staff scheduling, timely payroll processing, and smooth daily Box Office operations.
Serve as the primary point person for team inquiries.
Regulate and track phone and email queues via Zendesk, monitoring response times (SLAs).
Balance absences across the team.
Supervise and maintain the local Spektrix and Zendesk environments.
Ensure flawless data input and hardware functionality.
Provide comprehensive training for all employees on ticketing systems.
Act as the primary responder to customer complaints, resolving complex guest situations.
Collaborate with the Director, Ticketing and Sales & Revenue Manager to roll out sales initiatives, flash sales, and promotional offers.
Manage internal house seats and family/friends ticket requests.
Collaborate with the ticketing team to handle manual broker, group sales, and affiliate partner requests.
Work one Box Office shift per week.
Cover up to four relief shifts per month as needed.
Support will-call operations.
Collaborate with the Director of Ticketing on regular access performances.
Demonstrate genuine curiosity and empathy for different ways individuals experience theatre.

Requirements

Proven professional experience in a Box Office, retail, or premium guest services environment.
Clear experience in a supervisory or management capacity for a team of 3 or more individuals.
Superb verbal and written communication skills.
Ability to convey complex policies clearly and warmly.
Patience, adaptability, and accountability.
Hands-on experience or rapid adaptability to ticketing and customer service workflows.
Excellent problem-solving skills.
Ability to adapt instantly to the shifting, fast-paced needs of live operational hours.
Impeccable track record for time management, detail orientation, and attendance.
Experience drafting, maintaining, and implementing Standard Operating Procedures (SOPs).
General understanding of venue layouts and strategic seating.
Experience collaborating with or auditing third-party brokers, trade affiliates, and group sales partners.
Experience collaborating with teams across departments, especially leadership positions.
Dedicated work ethic.
Robust sense of personal accountability.
Unwavering commitment to fostering a safe, respectful, and supportive workspace.
Organizational skills to keep administrative workflows moving efficiently.
Ability to approve customer resolutions and make-goods with fairness, balancing commercial sense with guest satisfaction.

Skills

Spektrix
Zendesk
Formstack
Team Leadership
Mentoring
Performance Management (KPIs)
Staff Scheduling
Payroll Processing
Customer Service
Communication (Verbal & Written)
Problem-Solving
Time Management
Detail Orientation
Adaptability
Emotional Intelligence
Hospitality
Ticketing Systems
SOP Creation
Strategic Seating
B2B Partnership Collaboration

Location

Magic Mike Live Office (near Leicester Square Tube), London
Magic Mike Live Box Office, Hippodrome Casino, London

Work Type

Full-time
Hybrid

Experience Level

Management
Supervisory

About the Company

Magic Mike Live is a global entertainment phenomenon inspired by the hit film franchise, offering a "360-degree" dance and acrobatic spectacle that reimagines the male revue for a modern audience with world-class choreography, live music, and technical design.
Free Association Live (FA Live) is a next-generation live entertainment company producing diverse performances, from intimate immersive experiences to global touring spectacles.
FA Live oversees the global expansion of Magic Mike Live, which has entertained over 2 million guests worldwide.
FA Live develops original, IP-driven live experiences across dance, music, and immersive storytelling.
FA Live experiences are designed to move people, set a standard of excellence, and defy expectations of live entertainment.

Equal Opportunity

Free Association Live is an equal opportunities employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We welcome applications from all individuals regardless of background or protected characteristics.