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Director of Patron Experience

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Title: Director of Patron Experience Department: Box Office, Marketing

Reports to: Vice President of Marketing and Communications


Job Summary/Purpose

The Director of Patron Experience at the Handel and Haydn Society (H+H) oversees all aspects of Box Office and Front of House operations is responsible for fostering and overseeing an exceptional patron experience through organizational-wide patron experience training and managing Box Office staff and policies with the main objective of increasing revenue and patron loyalty for the organization.


Primary Duties and Responsibilities

· Oversee seasonal subscriptions and single ticket sales:

o Manage Tessitura, our ticketing and database software, and transactions to reflect current concert information and prices.

- Work to improve database functionality for transactions, sales, and marketing reports, and list pulls.

- Manage and coordinate consistent database entry between development, box office, and marketing.

- Serve as H+H's point person for ticketing & database software issues and upgrades with software and IT vendors, reporting all issues to the Vice President of Finance and Administration.

o Organize and execute the subscription renewal process.

- Work with the Marketing team on renewal collateral, list pulls, and direct mail execution.

- Process payments and ticketing; train others in the department to serve as processing backup.

- Manage at-hall renewals, including staff training and ensuring all renewal materials are produced for each concert.

o Manage and continually improve subscriber and single ticket services.

- Exchanges, additional ticket sales, upgrades, parking, and pre-show meals.

- Continually improve customer service procedures, marketing materials, and at-hall experiences with an emphasis on a cohesive, exceptional patron experience.

o Supervise and execute concert walk-up sales.

o Work with Vice President of Marketing and Communications to develop and oversee papering strategy, with the goal of turning comps into paid ticket sales.

o Program single ticket discounts and new subscription packages as needed to help increase revenue.

o Work with the marketing team to actively promote the growth of niche audiences, including young professionals, students, children, and group sales, in support of the Audience Development Manager.

· Foster an Exceptional Patron Experience across the organization.

o Identify and work with industry experts to develop a patron experience training plan for the entire organization. Such a plan should focus on how to create an exceptional patron experience in our customer service interactions and at-hall experiences

- Be adaptable by Senior Leadership to every role and every communication point throughout the organization

- Include regular expert training and possible annual self-guided certifications

- Policies and approaches will be suggested to our partners and consultants, including the BSO, garage staff, and freelance ushers.

o Annually review policies and procedures with marketing and senior staff and make recommendations on improving the patron experience.

· Manage Box Office Staff:

o Schedule, train, and supervise staff.

o Ensure quality control and continually evaluate performance.

· Sales/Marketing reports and database:

o Generate daily sales reports for subscriptions, single ticket sales, group sales, and special events.

o Works with Vice President of Marketing and Communications to review and analyze data, especially compared to previous seasons, and offer sales summaries along with reports.

o Reconcile concerts.

o Track buying trends and make suggestions based on data.

o Work on improving existing reporting and leading the effort to create new reports and dashboards when needed.

· Develop and adhere to annual budget for box office operations.

· Oversee Front of House operations:

o Coordinate internal and externally-hired Front of House staffing for subscription concerts, community events, and two education events each year.

o Serve as a liaison between H+H and performance venues.

o Oversee "at hall" patron experience and constantly seek ways to improve.

o Act as point person for all "at hall" activities, including patron info table, shop, and Box Office activities.

· Oversees the Merchandise and Retail Shop

o Order merchandise and tracks inventory

o Manage in-person and online sales

o Train staff and volunteers to sell merchandise

o Maintains financial spreadsheets and reconciles sales activities post-concert

· Execute Telemarketing Campaign

o Generate leads for various campaigns.

o Track and evaluate sales.

· Group Sales:

o Help fulfill the Marketing team's group sales strategy, plans, and goals.

o Support Audience Development Manager's plans for group ticket purchases, promo codes, and communications.

· Perform other duties as needed upon request of the organization.


Qualifications

· Experience with Tessitura (or other ticketing software) required.

· Proficiency with Microsoft Office including Word, Excel, Outlook, and other Windows applications required.

· Minimum of 2 years of Box Office experience is required.

· Management and training experience strongly preferred.

· Must be able to work well independently as well as part of a team.

· Must be flexible and willing to change policies, adapt to patron needs, and respond to market trends.

· Excellent verbal and written communication and documentation skills required.

· Candidate must be able to successfully handle multiple priorities in sometimes high-stress situations.

· Position requires the ability to accommodate a flexible schedule, including some evenings and weekends, as well as being able to perform in a fast-paced, dynamic work environment.

· Candidate must also have the ability to work well with the public and possess outstanding interpersonal skills.

· Candidates with an interest in classical music, especially the music of the baroque and classical periods, are encouraged to apply.

· Candidate should have a Bachelor's Degree.


The position requires occasional lifting of heavy printed materials, large boxes, and retail merchandise as well as the repetitive, daily use of a computer and other electronic equipment. The Handel and Haydn Society is an equal opportunity employer and is committed to diversity in the workplace by maintaining a staff that represents the traditions and voices of contemporary Boston. Interviews will not be scheduled until we have a diverse pool of candidates from which to select.


Compensation

Competitive benefits and salary, commensurate with experience.

Title: Director of Patron Experience Department: Box Office, Marketing

Reports to: Vice President of Marketing and Communications


Job Summary/Purpose

The Director of Patron Experience at the Handel and Haydn Society (H+H) oversees all…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
  • Tipo de Emprego
    Contrato / CLT
  • Prazo para Inscrições
    28 de maio de 2022
  • Educação
    Ensino Superior Requerido
  • Nível de Experiência
    Intermediário
Salário
USD $65.000 - USD $75.000
/ ano

Benefícios

Benefits package available including health, dental, life, and retirement plan

Benefits package available including health, dental, life, and retirement plan

Localização

Presencial
9 Harcourt St, Boston, MA 02116, USA

Como se inscrever

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.


https://www.applicantpro.com/j/2348128-126570

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.


https://www.applicantpro…

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