Sales & Operations Coordinator (Fixed Term Contract 1-year)

Job ID 10097270 Location London, United Kingdom Business The Walt Disney Company (EMEA) Date posted Aug. 16, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

About the Role & Team

Disney Tickets is Disney’s direct-to-consumer, live entertainment ticket sales business in the UK, handling bookings for over one million Guests across our self-produced and licensed musicals, ice shows, concerts and events. Working closely with the Manager, Commercial & Partner Development and the Operations & Guest Experience Supervisor, this role is accountable for coordinating our day-to-day Group ticket sales operation, ad-hoc training and continuous improvement of our outsourced sales team. This role requires a motivated multi-tasker, capable of completing sales and operational tasks, in a fast-paced department. You will have excellent Guest and Client relationship skills, an organised approach with high attention to detail as the main point of contact for the sales team, motivating them to achieve revenue goals and deliver our sales strategy.

This is an office-based role. 4 days working in the Lyceum Theatre, London office with 1 day working from home (Friday).

What You Will Do

Group Ticket Sales & Guest Services:

Manage group ticket reservations, apply promotional rates, fulfil ticket printing/postage needs, and communicate with guests and clients within a 24-hour response window via email (Zendesk) and phone for quotes, reservations, and orders.
Coordinate and indirectly supervise the daily operations and training of the outsourced Group Ticket Sales team, ensuring industry-leading sales and service experiences for guests and clients. Provide ongoing support to call center agents, assist with process updates, and handle escalated guest service contacts via Zendesk.
Consistently apply an up-sell approach to enhance the guest experience, increase revenue, and highlight exclusive products. Serve as the key contact for high-revenue Premier Booking Partners, delivering VIP service, attending meetings, and exceeding SLA expectations.
Coordinate workshop bookings for schools with the Education Manager, including communication, agreements, and collaborating with external venues as needed. Occasionally, coordinate and attend trade shows and client events, handling RSVPs and event logistics outside regular business hours.

Sales and Data/B2B Marketing:

Collaborate with the Manager to manage B2B Groups data, input manual sales figures, and track client performance. Plan and execute the B2B CRM schedule in line with event launches, booking extensions, and seasonal campaigns.
Design, build, and deploy B2B emails using Salesforce Pardot, coordinating with marketing for necessary assets and approvals. Post regular updates on the Disney Groups LinkedIn channel to expand group booking reach and grow sales.
Proactively work on Premier Booking Partner initiatives and coordinate post-visit communications to group bookers via Zendesk. Stay informed on production marketing campaigns to ensure the use of current artwork and assets.
Advise on contact volumes, upcoming needs, and market trends to grow sales and establish forecasts, working closely with the Disney Tickets team to deliver on Guest/Client needs through the coordination of the outsourced team.

Business Operations:

Collaborate with accounts to ensure order balancing, payment-invoice matching, Guest credit reconciliations, internal charges, and manual VAT receipt creation.
Coordinate website administration, including updates to calendar forms, help page articles, copy, and dates.
Work with the Operations and Guest Experience Supervisor to prepare and set up new shows and events for ticket and merchandise sales on our e-commerce platform. Coordinate reporting on ticket inventory management, loading/unloading tickets, and producing sales and delivery reports as needed.
Collect and share production information for Guest-facing digital spaces, and provide feedback to improve Sales & Guest Experience, including Guest messaging and tone of voice.

Equality, Diversity, and Inclusion (EDI):

Fulfil the team's annual EDI commitments and continuously suggest improvements to enhance the team's EDI approach.
Attend meetings with key stakeholders to discuss Access for Disney Tickets and production sales.

Required Qualifications & Skills

Admission ticket sales/e-commerce systems or similar, Nliven and/or Lineup experience preferred.
Project management and Guest CRM software tools, Salesforce/Pardot experience an advantage.
Marketing Experience - working with assets, images, copy, e-shots, and digital marketing
Travel trade industry/sales/account management experience is a plus.
MS Outlook, especially Excel.

The Perks

25 days annual leave
Private medical insurance & dental care
Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
Excellent parental and guardian leave
Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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About The Walt Disney Company (EMEA):

Disney EMEA aims to drive growth, innovation and brand affinity across an extremely diverse collection of countries with a team of over 6,000 employees operating in 59 markets with offices in 29 countries.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Walt Disney Company Limited, which is part of a business we call The Walt Disney Company (EMEA).

The Walt Disney Company Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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