Senior Manager, Client Operations & Implementation

About the role

Senior Manager, Client Operations & Implementation at Todaytix Group. The role involves owning the end-to-end implementation lifecycle for our Powered by TodayTix (PxT) enterprise ticketing solutions, driving successful on-time delivery for our cultural and entertainment clients in London and beyond. You will own the strategic coordination of complex projects, translating business requirements into technical execution plans while managing stakeholder expectations at every stage. The hire will be responsible for fostering deep client relationships, ensuring confidence in the platform, and championing best practices that lead to high adoption and long-term reliability. You will own risk identification and mitigation, leading cross-functional alignment between Product, Engineering, Sales, and Support to resolve issues before they escalate. This position is designed for a self-driven operator who thrives on autonomy, scales their impact through team leadership, and measures success through tangible client outcomes and process improvements. You will be a key driver in transforming how partners sell tickets and engage with their audiences through data and insights.

Key facts

What you'll do

• Architect and execute detailed implementation plans for new client deployments on the Powered by TodayTix (PxT) enterprise ticketing platform, ensuring alignment with business objectives and technical specifications.
• Serve as the primary point of contact for strategic client communications, translating complex technical concepts into clear narratives that drive adoption and confidence.
• Analyze and leverage vast data and insights to advise theatres, producers, and cultural institutions on optimizing their box office operations and online sales strategies.
• Lead rigorous testing and quality assurance cycles, identifying edge cases and collaborating with Engineering to resolve issues before go-live.
• Own the creation of client training materials and conduct workshops to ensure non-technical teams can independently manage ticketing, reporting, and daily operations.
• Implement robust risk and issue management frameworks, tracking dependencies and timelines to protect project schedules and client trust.
• Provide consistent post-launch troubleshooting and technical support, maintaining 7-day coverage to ensure partners can run smoothly during critical operational periods.
• Drive cross-functional execution by building strong partnerships with Product, Engineering, Sales, and Support to streamline handoffs and resolve blockers.
• Mentor direct and indirect reports, fostering a culture of consistency, high-quality delivery, and continuous improvement across implementation projects.
• Champion diversity in hiring and perspectives, supporting TodayTix Group's commitment to bringing new voices and talents to the team.

Requirements

• You need proven experience managing complex, multi-phase implementations in a SaaS or enterprise ticketing environment, demonstrating an ability to deliver on schedule.
• You need exceptional interpersonal skills, enabling you to build client confidence and foster adoption of tools that non-technical teams will use daily.
• You need a strong aptitude for data and technology, capable of interpreting insights and translating them into actionable strategies for cultural organizations.
• You need a meticulous approach to risk and issue management, with a track record of identifying potential problems early and developing clear mitigation plans.
• You need experience working cross-functionally, partnering effectively with Product, Engineering, Sales, and Support to ensure seamless execution and handoffs.
• You need leadership experience managing teams or stakeholders, ensuring consistent execution and high-quality output across multiple projects.
• You need a deep understanding of the importance of post-launch support, including the ability to provide reliable troubleshooting and technical coverage during critical operational windows.
• You need a commitment to excellence and autonomy, thriving in an environment where you are expected to grow into greater ownership as you prove your impact.

Practical notes

Note: This is a full-time role based in London, UK. New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development. Above all, you'll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work. We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.