Database and Audience Services Manager

About New York Theatre Workshop:

At New York Theatre Workshop, we work relentlessly to empower visionary theatre‐makers and bring their work to adventurous audiences through productions, artist workshops, and education and community engagement programs. We’re proud to be a home base for many of the most significant theatre‐makers of our time, nurturing groundbreaking writers like Nathan Alan Davis and Celine Song alongside powerhouse playwrights like Amy Herzog and Ayad Akhtar. From Rachel Chavkin and Lileana Blain‐Cruz to Whitney White and Rubén Polendo, we empower inimitable auteur‐directors and give invaluable support to tremendous talents in the earliest days of their careers. We’ve maintained decades‐long relationships with legendary theatre‐makers like Will Power, Ivo van Hove, Dael Orlandersmith, and Caryl Churchill, who have shaped our very understanding of what theatre can be.

Since our founding in 1979, we've produced over 150 fully‐realized productions including Jonathan Larson's Rent; Tony Kushner's Homebody/Kabul; Doug Wright's Quills; Claudia Shear's Dirty Blonde; Rick Elice’s Peter and the Starcatcher; Glen Hansard, Markéta Irglová, and Enda Walsh’s Once; and David Bowie and Enda Walsh’s Lazarus. Enabling our artists to push boundaries generates work like Nathan Alan Davis’s Nat Turner in Jerusalem, Anaïs Michell’s Hadestown, Mfoniso Udofia’s Ufot Family Cycle, Heidi Schreck’s What the Constitution Means to Me, Jeremy O. Harris’s Slave Play, Kristina Wong's Kristina Wong, Sweatshop Overlord, and Moisés Kaufman and Amanda Gronich’s Here There Are Blueberries. NYTW productions have received a Pulitzer Prize, 29 Tony Awards, 2 Grammy Awards, and numerous Obie, Drama Desk, and Lucille Lortel Awards.

But that’s not what we’re proudest of. We take the greatest satisfaction from the community we’ve built and the perspective‐shifting experiences we’ve delivered along the way. We think that theatre can bring people together, change the conversation, and have a profound impact. We feel fortunate to get to support it. If that sounds like something you’re interested in, we’d love to meet you.

About the Team:

Our four-person team is responsible for developing and producing dynamic marketing and promotion campaigns for four productions per season, leading a robust annual membership campaign, raising institutional brand visibility and recognition, and promoting New York Theatre Workshop’s wide range of community programs including education and engagement initiatives, artist workshop activities, radical access programs, and fundraising efforts.

About the Position:

The Database and Audience Services Manager will serve as NYTW’s Primary Resource on Spektrix, our Customer Relationship Manager software (CRM), managing database practices and leading audience services efforts to support front-of-house and box office teams. The role combines technical expertise, operational oversight, and strategic insight to optimize ticketing, memberships, reporting, and audience engagement. This position is integral to both the marketing and development functions, ensuring accurate data and seamless processes to enhance audience and donor relationships.

Spektrix and Database Management:

• Lead collaborative efforts to manage all aspects of the Spektrix system, including building memberships, productions, performances, special events, pricing structures, ticket templates, holds, and pulling donation lists/reports.
• Optimize database systems across the organization to ensure efficiency and accuracy.
• Troubleshoot and track support requests, maintaining the Spektrix environment at peak performance.
• Conduct dynamic pricing adjustments in partnership with consultants to balance accessibility and revenue generation.
• Generate and analyze sales and donation reports utilizing Excel and Spektrix data to inform organizational strategy.
• Process all gifts and pledges ensuring proper coding of gifts in both Spektrix and the Development Income tracker.
• Collaborate on reporting metrics for membership sales, donor engagement, and ticket sales.
• Manage group sales outreach and fulfillment, including inventory tracking and payment deadlines.
• Support Dotdigital integration with Spektrix, review dynamic boxes, and map to Spektrix data fields as needed. Oversee data hygiene needs regarding unsubscribes, ISP complaints, and bounces.
• Maintain audience segmentation and list hygiene to ensure effective communication and campaign success.

Audience Services:

• Provide administrative support for front-of-house, box office, and house management teams, including schedule building, payroll processing, and staffing.
• Monitor the Telesales budget for staffing expenses to ensure financial accountability.
• Participate in hiring and training FOH/BO/HM staff, fostering an inclusive environment through customer service and de-escalation training.
• Provide leadership and support for resolving audience services issues during evenings and weekends.
• Support audience access initiatives through thoughtful FOH practices and communication strategies.
• Oversee house seat requests and approvals, ensuring proper documentation and tracking.
• Participate in Audience Services efforts with a lens toward Radical Access.

Miscellaneous Duties:

• Design and analyze audience surveys to drive decision-making and growth.
• Collaborate on web updates and ensure seamless integration between ticketing and website platforms.
• Assist with merchandise sales and inventory management.
• Participate in marketing and development meetings, contributing to team-wide initiatives and upholding NYTW’s core values.
• Advocate for Spektrix advancements and industry best practices by building relationships with system representatives and colleagues across the field.

About You:

• You are committed to equity, diversity, and inclusion in all aspects of your work.
• You have excellent technical and analytical skills, with proficiency in Spektrix, database systems, and Excel.
• You value collaboration, enjoy working with teams, and approach challenges with creativity and openness.
• You are detail-oriented and highly organized, with a proven ability to manage multiple priorities.
• You have experience in or a passion for theatre and audience engagement.
• You are comfortable working evenings and weekends as needed to support productions and events

This is a full-time, exempt position with a salary of $64,350. Benefits include employer-paid medical, dental, life insurance, and paid time off. NYTW has several affinity spaces as well as a Core Team of staff members across the organization committed to moving specific initiatives forward in our focus on Equity, Diversity, and Inclusion.

We know there are great candidates that may not have all of the qualifications listed above but possess intuitive knowledge or other fully transferable skills. If that’s you, don’t hesitate to apply and tell us about yourself.

Please note that NYTW is in a hybrid work environment with staff members in the office a minimum of three days a week and attending a variety of in-person events. In-office days and hours must be flexible given our robust calendar of events. This position will require onsite, in-person activity, so the applicant should intend to reside in the greater NYC area.

To apply, please use the following hyperlink and fill out the required fields on the job application: https://www.nytw.org/about/work-nytw/

NYTW is an Equal Opportunity Employer (EOE). We are committed to diversity in all areas of our work, on and offstage. We encourage applicants with a unique cultural perspective inclusive of race, ethnicity, gender identity or expression, class, physical ability, and sexual orientation.