The Role
The Deputy Groups & Distribution Manager plays a key supporting role across LW Tickets and LW Theatres, contributing to the delivery of group, trade and distribution partnerships, and revenue growth.
Reporting to the Senior Groups & Distribution Manager, this role operates within a fast-paced office environment, combining operational oversight with stakeholder and partner management. You will oversee group sales activity, oversee external reservations, and build strong relationships with teams internally and clients and distribution partners externally.
This position also supports wider strategic initiatives, maintaining high service standards while driving the continued growth of the Groups and Distribution business.
What you’ll be doing…
Account Management
- Support the Senior Groups & Distribution Manager in managing key relationships with group clients, distribution partners, and Online Travel Agents
- Act as a primary point of contact for partners in the absence of the Senior Manager, ensuring continuity and professionalism
- Build and maintain strong, commercially focused relationships to drive performance and long-term growth
- Monitor partner activity and proactively identify opportunities to improve engagement and sales
- Occasionally act as direct relationship manager for high-value customers providing a single point of contact and acting as a liaison across multiple teams within the business.
- Represent the department in client meetings and industry events as required
Assist with trade nights, FAM Trips and attend relevant trade shows, building and nurturing relationships with international ticket agents, tour operators, and key B2B partners including distributors, travel packaging companies, and affiliates network.
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Inventory and Sales
- Oversee day-to-day groups, educations, trade, distribution, and affiliate partner sales activity which is predominantly carried out by the Box Office and Customer relations team, or automated through API connections, ensuring revenue targets are supported and opportunities maximised
- Assist with groups and distribution partner procedures as carried out by Customer Relations and Box Office teams, ensuring consistency in booking accuracy, tone of voice, standard responses, and service level agreements, occasionally prioritising direct relationship management for high-value customers
- Liaise with Ticketing Services colleagues to ensure group rates and packages are built, including overseeing API-sales and groups and distribution offering for shows external to LW Theatres.
- Work across multiple teams in the business to help oversee the strategic management of group and agents inventory, ensuring box offices are optimising allocations to balance availability and yield, helping align customer demand with appropriate products and pricing strategies to drive conversions
- Monitor sales performance and provide insights to the Senior Manager to inform decision-making and support the leveraging of these audiences in line with the groups and distribution strategy.
- Take ownership of group and distribution channel sales delivery and trading performance in the absence of the Senior Manager
- Attend sales and marketing meetings as required
To evaluate and challenge existing processes, where appropriate, seek new incentives and innovative methods to achieve business goals with a view to reducing costs and improving customer service
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Communication and Customer Service
- Deliver a consistently high standard of service across all customer, partner, and internal interactions
- To manage and maintain service levels for the Travel Trade and Groups inbox, ensuring there is a consistency across LW Tickets in approach, tone of voice, standard responses and client-facing communication style across the business wherever group or distribution partners are being served.
- Act as an escalation point for complex enquiries, complaints, or operational issues, ensuring timely resolution
- Ensure accurate and consistent communication of show information, pricing, and updates to Box Office and Customer Relations teams
- Support cross-functional collaboration to ensure alignment across ticketing, marketing, and operations
Maintain service standards and decision-making authority in the absence of the Senior Manager
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New Business
- Assist in onboarding new partners and strengthening existing commercial relationships
- Work with the Senior Manager to expand the reach of LW Tickets products within the groups and tourism market
- Contribute insights and ideas to support growth strategies and evolving distribution channels
Take initiative in progressing opportunities and maintaining momentum when deputising
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Team Culture
- Support the Senior Manager in fostering a positive, collaborative, and high-performing team environment
- Provide day-to-day guidance and informal leadership to future teams
- Lead by example in demonstrating professionalism, accountability, and a customer-first mindset
- Contribute to and occasionally lead on any new in venue initiatives from Theatre Management, Hospitality, Commercial and Box Office teams involving groups, education or trade audiences.
- Step into a leadership role in the absence of the Senior Manager, ensuring team continuity
Undertake or contribute to ad-hoc tasks and project work as reasonably required
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What we need...
- Knowledge of Box Office processes and procedures
- Experience of building strong working relationships with internal stakeholders in both a positive and professional way
- Experience of working with travel industry businesses, e.g. ticket agencies or tour operators.
- A collaborative team player with a positive, proactive approach
- People Management experience
- Strong commercial awareness and a proven ability to drive sales, ideally within a B2B environment
- A proficient networker with the confidence to deal with people at all levels.
- Excellent communication skills with a strong attention to detail
- Demonstrated ability to build and maintain professional relationships with internal and external stakeholders
- A meticulous and respectful approach to customer service and account management
- A conscientious approach; accurate and with an eye for detail and presentation
- Logical and methodical, with the ability to follow procedures and guidelines precisely
- Ability to use initiative in identifying problems and recommending and implementing appropriate solutions
Well-organised and adaptable; able to plan workload, manage priorities and respond to changing or ad hoc requirements
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Salary
£46,000 per annum
Diversity & Inclusion
At LW Theatres, we pride ourselves on being a diverse and inclusive organisation and actively welcome applicants from all backgrounds. Celebrating our differences is one of our core values and a key part of our success.
We are committed to fostering a culture where everyone feels seen, heard, and able to be themselves at work. Regardless of your background, we seek individuals with the skills, experience, and ambition to succeed. In return, we are committed to ensuring our recruitment process is fair, transparent, and inclusive.
