Job Title: Digital Marketing & Ticketing Executive
Team: Scotland Brand Homes Marketing
Location: Edinburgh, Scotland (Edinburgh Park)
Full time / Permanent
About Us
Diageo’s Scotland Brand Homes are a diverse portfolio of world-class visitor experiences across Scotland. Following the announcement in 2018 of a £185 million investment in Scotch whisky tourism, we opened Johnnie Walker Princes Street in the heart of Edinburgh and transformed our malt whisky distillery experiences, including Talisker, Lagavulin, and The Singleton. More recently, this journey has included the reopening of the iconic ‘ghost’ distilleries Brora and Port Ellen in 2021 and 2024.
Our purpose is to celebrate life, every day, everywhere, and our Brand Homes play a critical role in delivering this by creating unforgettable consumer experiences rooted in craftsmanship, heritage, and innovation.
Whisky tourism is Scotland’s number one visitor activity, attracting over 2 million visits annually. Our experiences provide unparalleled opportunities for consumers to immerse themselves in our brands, playing a critical role in recruiting new consumers into both our portfolio and the wider Scotch whisky category.
Our Brand Homes uniquely combine immersive experiences, world-class retail, and exceptional food and drink, making them a key part of each brand’s consumer recruitment ecosystem and one of Diageo’s most important direct-to-consumer (D2C) channels. We have recently undergone a digital transformation of our booking systems that will allow us to deliver better experiences for our consumers and our teams on the ground.
Within this context, the Ticketing Executive plays a vital role in enabling seamless, data-driven consumer journeys, ensuring that our ticketing and booking platforms support both commercial performance and outstanding visitor experiences.
About the Role
We are seeking a Digital Marketing & Ticketing Executive to join the Scotland Brand Homes Marketing team. This role is central to the smooth operation, optimisation, and continuous improvement of our ticketing ecosystem across multiple sites.
You will be responsible for the end-to-end management of ticketing systems, ensuring accurate product setup, pricing, availability, and performance tracking. You will also act as a key link between Marketing, Commercial, Digital, Operational, and external teams, helping to maximise bookings, revenue, and customer experience.
Key Responsibilities
Ticketing & System Management
- Manage day-to-day operations of the ticketing platform, including product setup, pricing, and availability to support B2C and B2B/Affiliate business teams
- Responsible for the creation and ongoing management of the online trade portal for intermediary partners
- Create and maintain ticket structures including tariffs, rate tables, ticket models, and product profiles. Implementing update to our experiences, including set up and management of promotional codes, campaigns, and pricing strategies
- Creating and managing API & systems integration to ensure seamless end-to-end ticketing journey
- Ensure accurate ticketshop display, content, and user journey optimisation
- Own and manage the central product information system, which ensures clear alignment of digital consumer touchpoints
Performance & Optimisation
- Monitor booking trends, revenue (NSV), and performance metrics
- Maintain dashboards and reporting (e.g. Power BI) to support business strategy & decisions
- Provide actionable insights to improve conversion rates, ATV, and customer experience
- Support cross-functional collaboration with data-driven recommendations
- Ensure data and GDPR compliance, including maintaining process documentation and work instrcutions to align with Diageo internal audit processes
Stakeholder Management & Collaboration
- Act as the key contact for ticketing-related queries across Brand Homes
- Work closely with Marketing, Business Development, Global Websites, Customer Service and Regional Brand Home teams, as well as external agencies
- Support B2B and B2C troubleshooting and act as an escalation point for system issues
- Manage relationships with ticketing provider and web agencies (e.g. BAU calls, issue tracking)
- Work closely with central Finance teams to support reconciliation processes and ensure accuracy and integrity of revenue reporting
Process & Continuous Improvement
- Track and manage system issues using project management tools (e.g. Microsoft Planner, Jira, etc)
- Maintain Standard Operating Processes (SOPs) and ensure adoption of best practices across teams
- Act as our internal subject matter expert on Ticketing through:
- Roadmap planning, system enhancements, and new feature implementation; collaboration with the Irish Brand Homes team to create a ticketing Centre of Excellence
- Create training materials and documentation for internal teams to drive adoption, surface system challenges, and proactively identify training needs
Long-term Role Growth
You would be a good fit for this role if you are someone who is able to be both quite technical and detail oriented, while being able to step back and see the forest for the trees. Since we have recently moved to a new ticketing system, early role responsibilities will include a lot of execution, but we are looking for someone who wants to help shape the long-term scope of this role and see opportunities for growth across: stakeholder management, marketing capabilities (CRM email strategy, content creation and optimisation, etc), and developing subject matter expertise to become our ticketing leader.
Experience & Capabilities
- Strong organisational skills with high attention to detail
- Familiarity with Content Management Systems, Customer Relations Management & ticketing platforms
- Experience managing systems, processes, or operational workflows
- Ability to analyse data and translate insights into actions
- Strong stakeholder management and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- A clear understanding responsible marketing and GDPR
Nice to Have
- Hands-on experience with ticketing systems (e.g. Secutix or similar platforms)
- Hands on experience in CRM/CMS systems, building and sending emails
- Strong knowledge of digital ad platforms (Google, Meta, etc)
- Familiarity with reporting tools (e.g. Power BI)
- Experience in hospitality, tourism, or experiential marketing
Working with Us
This role is preferably based in Edinburgh, but open to candidates across Scotland. Diageo operates a hybrid working model, and the successful candidate will be expected to spend regular time in the office.
Flexibility is key to success in our business and many of our people work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.
- We offer a highly competitive rewards and benefits package including: Contemporary work life balance policies and wellbeing activities
- Annual merit increases (performance based)
- Annual bonus (performance based)
- Subsidized gym membership
- Contributary pension scheme
- Share options
Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this.
We believe the most diverse and inclusive culture makes for a better business and a better world.
We know that for our business to thrive and for Diageo to realise its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base.
Around the world we have a number of inclusive Business and Employee Resource Groups known as BRGs and ERGs. These influential groups, made up of our people, represent various viewpoints, experiences and communities who generate thought-provoking work to enhance our business and workplace, creating a sense of belonging and opportunities for all.
Join us, and you’ll be part of an organisation that embraces diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of – and help build – an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. And you’ll help us champion inclusion and diversity across our entire business: with our employees, our suppliers, across our brands, and within the communities in which we operate.
Our Resourcing Standard can be reviewed at this link
Flexible Working Statement:
Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.
Rewards & Benefits Statement:
We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:
Diversity statement:
Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.
We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.
Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to new heights and build new ones as part of shaping the next generation of celebrations for consumers around the world.
Feel inspired? Then this may be the opportunity for you.
If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.
Recruitment Scam Warning
Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we’ll never ask for money.
