Our Approach: Enlightened Hospitality

We follow the philosophy of Enlightened Hospitality, pioneered by world famous restaurateur Danny Meyer, which prioritises people - starting with our team. By creating a supportive and respectful workplace, we empower our staff to deliver exceptional service and build meaningful guest relationships.

At Free Association Live, this means going beyond transactions to create genuine, memorable experiences for our audiences, colleagues, and partners.

Key Responsibilities

• Team Leadership & Development: Manage and mentor full-time and part-time Box Office Associates and your Senior Associates, establishing key performance indicators (KPIs) in partnership with the Director, Ticketing.
• Operational Excellence: Oversee efficient staff scheduling, timely payroll processing, and smooth daily Box Office operations while serving as the primary point person for team inquiries.
• Workflow & SLA Monitoring: Regulate and track phone and email queues via Zendesk, monitoring response times (SLAs) while balancing absences across your team.
• System & Data Management: Supervise and maintain the local Spektrix and Zendesk environments, ensuring flawless data input, hardware functionality, and comprehensive training for all employees.
• Enlightened De-escalation: Act as the primary responder to customer complaints, safely and calmly resolving complex guest situations over the phone, via email, and in person.
• Revenue & Initiative Support: Collaborate with the Director, Ticketing and the Sales & Revenue Manager to roll out exciting sales initiatives, flash sales, unique partnerships, and promotional offers.
• Strategic Coordination: Manage internal house seats, family and friends ticket requests through Formstack, while collaborating with the ticketing team to handle manual broker, group sales, and affiliate partner requests.
• Show & Shift Coverage: Champion the floor by working one Box Office shift per week, covering up to four relief shifts per month as needed, and supporting will-call operations.
• Access: Responsible for collaborating with the Director of Ticketing on regular access performances, and a genuine curiosity and empathy for different ways individuals experience theatre.

What We’re Looking For

We are looking for a natural leader who can have fun taking their job seriously and who openly radiates a passion for live entertainment. The ideal candidate possesses an optimistic warmth, an innate sense of empathy, and a high level of emotional intelligence for both their Box Office team and our guests. You are someone who takes deep pride in your work, thrives under the vibrant pressure of show environments, and possesses a restless curiosity - an eagerness to learn simply for the sake of learning.

Essential Skills & Experience

• Proven Hospitality or Ticketing Background: Prior professional experience in a Box Office, retail, or premium guest services environment, with clear experience in a supervisory or management capacity for a team of 3 or more individuals.
• Exceptional Communication: Superb verbal and written communication skills, with the ability to convey complex policies clearly and warmly.
• Multiple Modalities of Learning: As a Manager, you will have to learn several new processes and be able to teach them to individuals on a wide spectrum of understanding. Patience, adaptability, and accountability are key in making sure that the manager enables their team to succeed.
• Technical Proficiency: Hands-on experience or rapid adaptability to ticketing and customer service workflows, specifically utilising platforms like Spektrix and Zendesk.
• Calm Under Pressure: Excellent problem-solving skills and the ability to adapt instantly to the shifting, fast-paced needs of live operational hours.
• Punctuality & Rigor: An impeccable track record for time management, detail orientation, and attendance.

Desirable Skills & Attributes

• SOP Creation: Experience drafting, maintaining, and implementing Standard Operating Procedures (SOPs) to ensure operational consistency.
• Strategic Seating Knowledge: A general understanding of venue layouts and how to "dress" a theatrical performance to optimise both the audience's experience and house revenue.
• B2B Partnership Awareness: Experience collaborating with or auditing third-party brokers, trade affiliates, and group sales partners.
• Multi-Prong Teams: Experience collaborating with teams across departments, especially leadership positions.

What You’ll Bring

• You will bring a dedicated work ethic, a robust sense of personal accountability, and an unwavering commitment to fostering a safe, respectful, and supportive workspace.
• Your organisational skills will keep our administrative workflows moving efficiently behind the scenes, while your presence on the Box Office floor will model the very best of our hospitality ethos.
• You bring the unique ability to approve customer resolutions and make-goods with total fairness, balancing commercial sense with absolute guest satisfaction.

Why Join Us?

Step into the energy of Magic Mike Live - where world-class entertainment, unforgettable moments, and a global stage come together. From London to productions around the world, you’ll be part of a team that brings bold, high-impact experiences to life while sharing in the atmosphere, creativity, and buzz that make each performance unique. If you’re drawn to live entertainment that’s dynamic, exciting and immersive, this is a place where your work directly contributes to the magic.

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.