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Senior Manager of Ticketing Operations and Services

Posted by
San Francisco Performances
|
San Francisco, CA
New
|
Published 7 days ago

Senior Manager Of Ticketing Operations and Services

This position serves as the primary contact for the organization’s ticketing operations, both as a manager within the ticketing platform and a lead point of contact for the organization’s most loyal patrons.

The Ticketing Operations Manager has a full understanding of performing arts ticketing operations and can plan, administer, and coordinate daily operations. The position also resolves a wide range of issues of diverse scope and complexity, demonstrating good judgment in selecting methods and techniques for obtaining solutions.

This role also interacts with patrons, assisting patrons with questions about SFP and resolving requests or problems in accordance with established policies and procedures.

Primary Responsibilities:

Ticketing Services:

Oversees the accurate and efficient set-up of ticketing functions and events in the Tessitura ticketing database, working in conjunction with the database specialist. This includes but is not limited to venue building, allocations and holds, setting up seasons, performances and packages, and web functionality. Tasks include:

●     Fulfills ticket orders, exchanges and donations, internal ticket requests, and benefits for subscribers and donors.

●     Sets up price types and promo codes for promotions and special offers.

●     Manages ticket inventory with external ticketing services and venue. This can include City Box Office, War Memorial/Veterans Building, and OMNI Foundation.

●     Prepares on-site ticket office staff for all performances.

●     Oversees the reconciliation of all ticket sales revenue and monies including the accounts receivable, refunds, credit card reconciliation, and cash/check deposits. Provides support information for the annual Finance audit and other Finance requests

●     Works closely with department directors, managers, and other staff to create ticketing solutions and to fulfill ticketing needs.

●     Develop standards and management of data hygiene for CRM database.

●     Subscription order entry and seating. 

Patron Communications:

●     Prepares lists and emails for concert reminders, post-show emails, and other benefit reminders.

●     Proactively identifies and acts on opportunities to retain existing audience members and develop new ones, across all daily activities and patron interactions.

●     Monitors organizational email accounts for inquiries.

●     Answers incoming calls on the private subscriber line and the single ticket line.

Performances and Events:

●     Serves as primary liaison to Front-of-House staff at all venues. Coordinates any logistical requirements in marketing collateral, seating issues, and SFP expectations for patron experience. Establishes a good working relationship with house manager, ushers, stage managers and others at the venues.

●     Serves as SFP representative at information table at performances (shared responsibility).

●     Supports the organization and execution of patron events.

Audience Development:

●     Works closely with internal staff, community organizations, and other partners such as CATS, Groupmuse, or Community Music School to plan and fulfill special ticketing offers.

●     Participate in the development of marketing strategies through recommending sales promotion plans; advise and establish timelines and policies to implement those plans.

●     Manage subscription efforts to accurately take subscription orders and contact subscribers; manage seating, printing, and assembly of ticket packages.

●     Recommend, implement and continually improve customer service policies and procedures.

Other Duties as Applicable:

●     Has indirect supervision of supporting staff during heavy sales periods.

●     Determines appropriate ticket office hours to reflect balance between serving patrons and other responsibilities.

Qualifications

●     Attendance at most performances and work in-person at the SFP offices. It is not a remote or work-from-home position.

●     A comprehensive knowledge of the Tessitura database is required. A working knowledge of TNEW and TNEW administration is required.

●     Intermediate to advanced knowledge of Excel is strongly recommended.

●     An ability to identify and prioritize critical issues.

●     Strong problem-solving and strategic thinking skills.

Application Instructions

Please email a resume and a personalized cover letter by July 30th to: jobs@sfperformances.org (Include in the subject line: Senior Manager of Ticketing Operations and Services).

Senior Manager Of Ticketing Operations and Services

This position serves as the primary contact for the organization’s ticketing operations, both as a manager within the ticketing platform and a lead point of contact for the…

Details at a Glance

  • Time Commitment
    Full Time Schedule

Location

On-site
San Francisco, CA, USA

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