Audience Services Manager

The Audience Services Manager serves as a key point of contact between the Chamber Music Society of Lincoln Center (CMS) and its audiences. This position plays an essential role in delivering exemplary customer service and exceptional patron experiences while supporting ticket sales, subscriptions, donor engagement, and audience development efforts.

The Audience Services Manager supports the Audience Services team with all aspects of ticketing operations and customer service, both during standard office hours (Monday-Friday, 9:30 am-5:30 pm) and routinely at concerts and events. This is a full-time position that reports to the Assistant Director, Audience Services.

Key Responsibilities

Customer Fulfillment and Concert Management

• Serves as a primary customer-facing team member, fulfilling single ticket, subscription, and VIP ticket orders and inquiries via all channels, including in-person, phone, email, mail, etc. Provides excellent customer service to a wide range of customers, staff, artists, donors, and VIPs in a friendly and welcoming manner.
• Delivers exceptional customer service by providing accurate information, resolving ticket issues, and ensuring a positive guest experience.
• Maintains a thorough understanding of CMS performances, artists, venues, and subscription offerings to assist guests with questions and concerns.
• Assists with subscription seating, including of donors and VIPs.
• Supports audience development initiatives by maintaining detailed records and assisting with targeted outreach efforts.
• Assists with special events, cultivation activities, receptions, and patron engagement opportunities as assigned.
• Coordinates house managers for CMS events in the Rose Studio.
• Ensures data integrity in Tessitura, CMS’s ticketing/CRM system. This includes but is not limited to data entry protocol, duplicate accounts maintenance, erroneous data, and relationship and attribute data.

Merchandise

• Coordinates all operations of the CMS Shop, including tracking and reporting sales, inventory, and consignments both in person and online.
• Schedules and manages volunteer staff and assists with the operation of the CMS Shop at all Alice Tully Hall concerts.
• Manages inventory of current merchandise, and researches and purchases new inventory items.
• Serves as primary contact with merchandise vendors.

Other Duties

• Assists with data requests and research by generating reports and pulling lists as needed.
• Supports audience development and supplementary ticketing efforts, such as via third-party ticketing platforms.
• Coordinates distribution and inventory of brochures, programs, and promotional materials at appropriate venues.
• Provides additional marketing and administrative support as needed.

Qualifications

Required:

• 3+ years of experience in arts administration, customer service, or hospitality
• Strong computer skills, including the ability to quickly adapt to new software, digital tools, and apps
• Hands-on CRM experience, including tracking and reporting data
• Excellent written and verbal communication skills, with a knack for diplomacy
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work both collaboratively and independently
• Must be able to work nights and weekends during the concert season; some limited travel may also be required

Preferred:

• Familiarity or strong interest in the classical music repertoire
• Experience working in Tessitura
• Experience with phone sales
• Experience with point-of-sale systems, such as Square
• Proficiency with project management platforms such as Asana
• Valid driver’s license

Key Interactions & Working Conditions

The Audience Services Manager reports to the Assistant Director, Audience Services. This position will regularly interact with all members of the Marketing & Communications, Development, Artistic, and Administration teams; the Alice Tully Box Office and Lincoln Center Guest Experience teams; and directly with concertgoers, subscribers, donors, and board members.

The person in this position must be able to remain in a stationary position a majority of the time, occasionally move about inside the office to access file cabinets, office machinery, etc. This person will operate a computer and other office productivity machinery, such as two-way radios, phone, fax, postage machines, ticket and point-of-sale scanners and equipment, copy machine, and computer printer. They will also move and lift the CMS Shop equipment weighing up to 50 pounds across campus for various special events needs.

This is an in-office position, working from the Lincoln Center Campus. Some limited travel may be required.

Compensation & Benefits

CMS offers competitive compensation that includes an excellent health insurance plan, dental and vision benefits, vacation, paid time off. This a full-time exempt position working in-person at the Lincoln Center campus with a starting annual salary of $70,000.

How to Apply

Please submit a resume and cover letter in a single PDF to jobs@chambermusicsociety.org with “Audience Services Manager” in the subject line. Please, no phone calls. We look forward to hearing from you!

The Chamber Music Society of Lincoln Center is an Equal Opportunity Employer.