Hospitality & Ticketing Project Manager – LTA
LTA

About the role

The LTA’s vision is “Tennis Opened Up” and its mission is to make tennis Relevant, Accessible, Welcoming and Enjoyable. The Major Events and Digital Transformation team are responsible for delivering the LTA’s programme of events, driving visibility and engagement to new and existing audiences. The Hospitality & Ticketing Project Manager will be responsible for project management across the interface between key stakeholders (internal and external) and the Ticketing and Hospitality team.

This role will be key to researching and implementing a joined-up planning process for all the LTA’s Events, including ensuring key stakeholders are adequately serviced via all delivery channels. This process encompasses a two-month debrief phase, a six-month event planning phase, a three-month event readiness phase and a one-month tournament operations/delivery phase.

The LTA’s Major Events include the cinch Championships at the Queen’s Club (c 10,500 spectators), the Rothesay International held in Eastbourne (c 7,000 spectators), the Rothesay Open held in Nottingham (c. 3000 spectators), the Rothesay Classic held in the Edgbaston Priory Club, Birmingham (c. 2,500 spectators), the British Open (Wheelchair International Championships), the Davis Cup (Qualifiers and Group Stage Finals) and the Billie Jean King Cup (Qualifiers and hosting the Finals in 2022). In addition, there are c. 15 Men’s and 15 Women’s International Events delivered each year by the Major Events team, consisting of International Tennis Federation (ITF) World Tennis Tour & Wheelchair events and ATP Tour Challenger events.

The Hospitality & Ticketing Project Manager will also be responsible for integrated planning and delivery across The Championships, Wimbledon

Key Accountabilities 

Planning & Development 

• Support the Head of Ticketing and Hospitality with the development of templates, processes, policies, and procedures that standardise how we plan, prepare and deliver ticketing and hospitality across Major Events, maximising the existing best practice in place across our Tournaments.
• Support the Head of Ticketing and Hospitality in implementing more customer-centric methodologies, researching best practice, and liaising with the Customer Strategy team, Technology team, and Ticketing Manager to discuss feasibility and implementation principals
• Work with the Ticketing Manager and Wimbledon Ticketing Manager to assess technical system improvements, scoping and delivering against agreed plans with the Technology Team.
• Work with Tournament Teams to ensure seating infrastructure meets industry standards on an inclusion basis and ensure any structural changes adhere to the requirements of the Ticketing Manager/System.
• Be a champion for the LTA’s ticketing system (Secutix) across the business, assessing opportunities for greater integration and optimisation of service, including implementation of SSO and seamless flow of data.
• Support the Hospitality Manager in developing systems (or integrating with existing systems) to ensure hospitality functions in a digital first manner, consistent with Ticketing
• Work with Keith Prowse (hospitality sales agent), the Hospitality Manager and Ticketing Manager to ensure hospitality ticketing follows the LTA’s digital principals and that all data is housed in the LTA’s Secutix/Salesforce Systems.
• Support the Head of Ticketing and Hospitality in developing plans to implement new initiatives to help Open Up Tennis to new audiences, to deliver our business objectives, and to hit – or exceed – our inclusion and budget targets.
• Responsibility for change management of new projects, including:
• Greater integration of the LTA’s ticketing system with other business systems/processes.
• Delivering greater integrated solutions for Wimbledon allocations for key stakeholder groups.

Stakeholder / Commercial Liaison

• Develop consistent policies and procedures for all stakeholders.
• Project manage the relationship between the LTA’s partnerships team and the Major Events team, owning all tracking documents related to contractual delivery and ensure thorough investigation of new contractual rights prior to agreement to ensure smooth, efficient, and profitable delivery.
• Support the Head of Ticketing and Hospitality in the specification, design and liaison related to commercial partner temporary infrastructure across events, including partner activation spaces and suites at cinch Championships.
• Own the relationship with the LTA’s internal functions to create a positive and constructive working culture and ‘one team’ approach across ticketing and hospitality, including holding regular engagement meetings with internal and external stakeholders
• Lead site visits where needed to review progress and or manage external relationships.

Reporting / Financial management

• Providing weekly income and project progress reports to key members of the LTA Leadership team and attend regular meetings to update on progress.
• Producing weekly project status updates to the partnerships team.
• Be responsible for the management, tracking and notetaking for the Marketing and Commercial Steering group.
• Work with the Senior Finance business Partner to ensure all Ticketing and Hospitality budgets are up to date and being delivered as anticipated.
• Own the team’s capital expenditure request process and ensure delivery of all Cap-Ex projects.
• Responsible for tracking progress of the overall annual ticketing plan utilising appropriate data/KPIs to assess progress and mitigate any risks/issues

Wimbledon Accreditation

• Lead the planning, development, and implementation of an effective and efficient Accreditation process for the LTA’s Wimbledon Accreditation project, developing close relationships with the AELTC accreditation team to achieve mutually agreed outcomes.
• Lead a root and branch review of Wimbledon Accreditation to manage and deliver a reforms programme in advance of the 2024 Championships (July 2024).
• Work with the Integrated Planning Manager to ensure that AELTC and LTA systems align and that key stakeholders have an efficient and seamless accreditation request journey across all events.
• Work with wider teams and liaise with relevant internal and external contacts to develop timelines and processes for the collection and collation of pre-tournament accreditation requirements.
• Manage the recruitment of further on-site accreditation support where necessary

Person Specification 

Previous Experience of:

• Experience of working in the sport or event sectors, with relevant experience of working in a multi-venue or multi-sport environment.
• Proven experience and success in event or project planning, ideally with experience dealing in temporary stadia or venues
• Experience of business planning, financial forecasting, and budgeting and of tracking expenditure/ reporting
• Demonstrating excellent personal communications skills with proven ability to build and maintain effective relationships at all levels of an organisation
• Experience of preparing progress reports and presenting these to Leadership
• Highly motivated and resilient with the ability to remain calm under pressure and adapt to meet the changing needs of the business
• Experience of flexible working with ability to vary work patterns and prioritise tasks to meet the changing needs of the team as and when required

Knowledge, Training & Qualifications: 

• Knowledge and understanding of financial management and accounting principles and methodologies sufficient to manage multiple projects and budgets
• A track record of success in customer relationship management with the ability to empathise and communicate with a wide range of stakeholders
• Knowledge of UK sporting/event landscape
• Advanced IT and keyboard skills and knowledge of MS Office Applications (Word, Excel and PowerPoint).

Our Culture

The LTA, through its vision “Tennis Opened up”, is committed to creating a diverse environment where all colleagues feel included and a strong sense of belonging. We are proud to actively invite applications from all candidates who meet the essential criteria and can work in the UK, and we commit that everyone will receive equal consideration for employment irrespective of your disability, ethnicity, religion, sex, gender identity, sexual orientation, marital or civil partnership status, pregnancy or maternity status, or age.

We also operate a flexible working environment where all colleagues can discuss their working needs with their manager or the People Team at any time.

To truly deliver our vision of “Tennis Opened up”, we believe it is critical that the LTA plays our part as a responsible organisation and event owner in addressing issues related to sustainability, working with everyone involved in tennis in Britain to protect and support the environment and tackle climate impacts. We are committed to ensuring a lasting future for tennis in Britain, and our Environmental Sustainability Plan sets out how we will do this.

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