Director of Ticketing & Audience Services
Job Type
Full-time
Description

 The Director of Ticketing & Audience Services serves as a key member of the marketing leadership team, developing and implementing industry-leading guest service initiatives, ticketing operations and pricing strategies. Through this work, this role fosters the development of audience relationships, while being a critical component in achieving overall ticket revenue and concert attendance goals for CSO, Pops, May Festival and related brands. With a passion and track record of creating positive guest service experiences to deepen engagement with new and existing audiences, the Director of Ticketing & Audience Services develops and evolves the CSO’s guest service program, inspiring a diverse team of full and part-time staff to provide industry-leading standards of quality and accessibility to audiences. They also play an integral role in achieving audience growth through ticket sales and a data-minded approach toward pricing to balance revenue and inclusivity.


Duties and Responsibilities: 

  • Position the CSO as a leader in the field with respect to guest service and audience loyalty. Model and train the highest levels of guest service, and seek to share learnings with industry colleagues.
  • Oversee all box office operations, including performance inventory management, policies, ticket mailings and audience communication.
  • Manage a team of Box Office and Group Sales professionals; overseeing recruiting, hiring and training of part-time box office personnel, and support staff-wide retention strategies.
  • Leverage industry insights, research and audience feedback to inform guest service practices, box office policies and audience loyalty initiatives (i.e. loyalty cards, etc.).
  • In collaboration with Director of Web & Audience Insight, serve as point of contact with Adage team to assist with web functionality and upgrades with an eye toward guest service, inclusivity, and ease of use.
  • In collaboration with the Data Team, become a Tessitura “power user”; leading and training the proper set-up of Tessitura (CRM) for all performances, packages, pricing, promotions, campaigns and guest accounts; ensure ease of use across all sales paths.
  • Manage and develop revenue projections and manage additional sales-related budget lines.
  • Track and analyze ticket sales; leverage Tessitura Analytics and the Data Team to develop and update reports that are distributed weekly and provide insight on areas of focus. 
  • Working with consultants, oversee revenue management to dynamically price tickets and develop pricing strategy for single tickets and subscriptions to balance revenue with volume and access goals. 
  • Support organization’s Diversity, Equity, and Inclusion initiatives as well as supporting a respectful organizational culture. 
  • Back-up phone coverage; front of house or box office shifts on a rotational basis, as needs require.
  • Other duties as assigned.
Requirements

Qualifications:

  • Progressive experience in customer service, marketing, arts administration or related field; non-profit or performing arts experience a plus
  • Experience with Tessitura highly desirable 
  • Experience in managing and motivating a team 
  • Strong project manager with excellent time management skills
  • Experience analyze reports and making recommendations 
  • Strong written and oral communication skills; ability to communicate effectively with external and internal constituencies
  • Knowledge of and/or passion for the arts

Reporting Relationship: Vice President of Marketing

Salary Description
$55,000 - $65,000