Manager, Box Office

Job description

**Job Title:** Manager, Box Office **Reporting to:** Director, Ticketing **Direct Reports:** Box Office Team (2 x Senior Associates, 3 x Associates) **Location:** Magic Mike Live Office (near Leicester Square Tube) and Magic Mike Live Box Office, Hippodrome Casino, London **Working Hours:** Primarily Monday to Friday, 10am - 6pm, with built-in shift flexibility to support live show operations. **Start Date:** Immediate / on or around end of September 2026 **About the Company** Originally inspired by the hit film franchise, Magic Mike Live has evolved into a global entertainment phenomenon. Designed as a "360-degree" dance and acrobatic spectacle, Magic Mike Live reimagines the traditional male revue for a modern audience. The production combines world-class choreography, live music, and specialised technical design to create an atmosphere that is equal parts exhilarating, sophisticated, and empowering. Magic Mike Live is the flagship immersive production of Free Association Live (FA Live). FA Live is a next-generation live entertainment company, producing performances ranging from intimate immersive experiences to global touring spectacles. FAL currently oversees the global expansion of Magic Mike Live, which has entertained over 2 million guests from 70+ countries with over 6,000 performances across its Las Vegas and London experiences and past engagements in Miami, Dallas, and Berlin since debuting in 2017. Beyond Magic Mike, FAL develops original, IP-driven live experiences across dance, music, and immersive storytelling. Bringing heart, humor, and world-class storytelling to every performance, each FAL experience is designed to move people, set a standard of excellence, and defy expectations of what live entertainment can be. **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. As the first impression of our productions, our Box Office is critical to the magic of the show. In this vital role, you will blend administrative management with the energy of live show operations. You will oversee your Box Office team, cultivate an environment of collaboration and respect, and hold our ticketing services to the highest standard of Enlightened Hospitality (see below). While this is primarily an administrative position, you will remain deeply connected to the floor - leading by example, stepping in to support peak show times, and collaborating globally to elevate our guest experiences. You will also have the opportunity to collaborate across the global expansion of Magic Mike Live with the Director, Ticketing, as well as the rest of the global box office based in Las Vegas and London, and will participate in shaping the global box office structure. This role can expect to be in the office with the team Tuesday to Friday, and is also responsible for working at least one will-call shift per week. The Box Office Manager is also be responsible for covering shifts (or finding cover) when there is an absence or gap in the schedule. **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.*