Ticketing Manager – Post

Reports to: CEO

Wage scale: $ 85,000 per year, prorated

Terms: Contract, full time

SWF encourages applications from all walks of life, communities and industries, and is committed to having a team of diverse skills, experiences and abilities.

About the Sydney Writers Festival

The Sydney Writers’ Festival is one of the world’s largest and most beloved literary institutions. It is a place for readers, writers and thinkers to share ideas, tell stories and celebrate literature.

Since our first festival in 1997, we have brought together thousands of writers and thinkers from Australia and around the world to Sydney. In the company of the world’s best novelists, poets, journalists, public intellectuals, economists, politicians, podcasters and scientists, we discussed some of the most pressing issues of our time. We celebrated award-winning authors, long-awaited novels from writers at the peak of their careers, and introduced early authors to a new, enthusiastic and enthusiastic audience.

Readers and writers exchanged thoughts and opinions, perspectives and philosophies, creating a powerful community based on radical dialogue and respectful debate. The drumbeat of questioning that resonates under the Festival is powerful and animates Australia’s democratic tradition.

About this role

The Box Office Manager is responsible for managing Sydney Writers Festival ticketing and sales reporting requirements for the annual festival, including the education program. This is achieved by managing, maintaining and optimizing the Festival’s customer relationship management (CRM) system, Tessitura, and overseeing a small team of ticketing professionals, including a ticket manager (2IC).

Reporting to the CEO and working closely with the Artistic Director, Marketing and Digital Manager, Development Manager and Production Manager, the Ticketing Manager will oversee the smooth and efficient delivery of paid events and design and put implementing strategies to both optimize the use of Tessitura and increase the Festival’s ticketing and fundraising revenues.

The Festival hopes to fill the post of ticket manager as soon as possible. This position is a fixed-term contract from October / November 2021 to June 2022. It is expected that, if successful, this fixed-term position will be renewed from September 2022 to June 2023.

Please note: Tessitura ticketing experience is essential for this position.



  • Manage the strategic and day-to-day operations of the Sydney Writers’ Festival ticket service.
  • Provide accurate, timely and efficient sales reports and ticket sales reconciliation (sales reports required daily during the Festival sales campaign).
  • Manage all relationships with third party site ticketing / ticketing providers, from ticketing contract negotiation, in collaboration with the Marketing and Digital Manager and CEO, to financial reconciliation.
  • Oversee event creations and allocations, both within Tessitura and in liaison with third-party ticketing / kiosk providers.
  • In collaboration with the Chief Marketing and Digital Officer, design and implement campaign strategies to optimize inventory and revenue for each event.
  • Oversee education ticketing, free ticketing processes and VIP ticketing, working with programming, marketing, advertising and development departments on the allocation and execution of free and VIP tickets.
  • Act as the Festival’s privacy protection officer.


  • Manage the ticketing and CRM system of the Festival, Tessitura, and act as a key point of contact with the support team of the Tessitura network.
  • Manage earned revenue reports and reconciliations for ticket sales, donations, and corporate sponsorship, providing the CEO with regular updates.
  • Provide Tessitura training, develop internal protocols and processes, especially with regards to data integrity, and support the development team in optimizing its use of Tessitura to achieve service goals.
  • Prepare lists and extracts from Tessitura and external data sources (Excel / CSV files) to be used within the WordFly e-marketing platform.
  • Respond to customer feedback related to ticketing and customer service in a timely manner.

Staff management

  • Recruit and manage the seasonal ticketing management team, including the ticketing manager (2IC) and the ticketing coordinator (3IC).
  • Oversee the recruitment, roster, payroll and training of casuals and seasonal ticketing supervisors in collaboration with the ticketing manager (2IC).
  • Manage and supervise the ticket office staff, including the ticket manager and occasional ticketing contractors, ensuring that planning is effective and efficient, and setting up satellite ticket offices as necessary to provide service top quality customer.
  • Provide oversight and direction of the ticketing service in accordance with organizational policies and procedures.
  • Foster a team spirit and unity among the members of the department which encourages the team to work together in a coherent and supportive manner, which enables each member of the team to be successful, reinforces transparent communication and an appreciation of the diversity.


  • Maintain and manage TNEW and its integration into the Sydney Writers’ Festival e-commerce website, TNEW (in conjunction with the Marketing and Digital Manager, external web developers and Tessitura support teams).
  • Oversee and maintain online ticketing and donation channels – both for internal ticketing through TNEW and the ticketing and external websites – to ensure the best customer experience (in conjunction with the Marketing Manager and digital technology and the development manager)

Selection criteria

  • Minimum of 2 years of Tessitura ticketing experience. (essential)
  • Working knowledge of Tessitura ticketing and events setup. (highly desirable)
  • Working knowledge of Tessitura lists and extractions. (highly desirable)
  • Advanced knowledge of Excel, including data analysis, presentation and reporting. (highly desirable)
  • Exceptional interpersonal and communication skills.
  • Excellent project management and administration skills.
  • Demonstrated ability to meet competing deadlines under pressure and effectively prioritize workload.
  • Demonstrated ability to independently set priorities, manage time and solve problems.
  • Ability to manage a small core team of staff at a high level


Please submit an up-to-date resume and cover letter outlining your skills, knowledge and experience in relation to this position to Brooke Webb, CEO, via [email protected]

Applications close on Monday, October 18 at 9 a.m. Applicants are encouraged to send in their applications as soon as possible.

About Dora Kohler

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