Now Hiring: Patron Relations Manager

Patron Relations Manager

Full-Time (non-exempt)

Reports to Tessa Retterath Jones, Marketing Director

Schedule/Hours: Regular business hours with frequent evening and weekend hours

POSITION SUMMARY

The Patron Relations Manager is responsible for ticketing and box office services, marketing assistance, audience and donor database management, and development assistance. This position reports to the Marketing Director and takes additional direction from the Director of Development

MAJOR RESPONSIBILITIES

  1. Oversee the day-to-day operations of Schubert Club ticket office duties, phone line responsibilities, and day-of-concert counter sales to result in efficient and accurate transactions, streamlined and updated processes and practices, and a seamless customer service experience
    1. Answer ticket office calls and process ticket orders, turn backs and exchanges; print and mail tickets on a daily basis; monitor unbalanced orders and online subscriptions; and coordinate complimentary and special ticketing requests
    2. Manage ticket office operations on concert nights, handling all aspects of the ticket purchasing experience
    3. Coordinate day-of concert logistics including pre-printed tickets, cash requests, signage, special promotions, etc
    4. Reconcile cash, credit and checks, complete event settlements, enter information into AudienceView, and provide necessary back-up reports for every concert or event
    5. Keep detailed notes on customer requests, preferences and feedback
    6. Monitor reconciliation of cash receipts and electronic deposits of credit card transactions from all ticket sales, developing procedures for accurate handling of all legal tender until deposit
    7. Execute the subscription process including processing orders, tracking and fulfilling seating requests, following up with patrons, and tracking sales for weekly reports
    8. Identify recurring problems in meeting general customer expectations and suggest solutions to Marketing Director
  1. Build and coordinate ticketing and development/fundraising systems within AudienceView including series, concerts, pricing charts, subscription, venues, promotional offers, funds management structure and updates to result in updated systems, optimum productivity, and efficient sales flow that result in seamless customer service transactions
    1. Coordinate the ticketing facets of the organization’s Customer Relations Management (CRM) database, including but not limited to: Venues, Series, Performances, Price Charts, Subscription, Promotional Offers, and Ticket Templates
    2. Update phone prompts in automated phone tree
    3. Ensure all offers are built accurately and according to what has been approved, testing all offers prior to their on sale
    4. Update ticketed events as needed or required by marketing efforts
    5. Work with AudienceView representatives to improve sales flow and implement new functionality to enhance sales and ease of customer experience
    6. Pull regular and special reports from AudienceView, ensuring they are distributed to appropriate staff
    7. Pull reports on fund structure, development reports, and development data
    8. First point of contact with Finance Manager regarding transaction details
  1. Provide administrative support including website monitoring, data generation, and email process to assist the Marketing Director and create efficiencies for marketing activities
    1. Maintain a working knowledge of the Marketing Director’s job duties to fill in as needed
    2. Attend training, configure events, discount codes, pricing structures, subscriptions, miscellaneous items, ticket templates and venues (in AudienceView) Database
    3. Maintain Filemaker database with patron contact information and purchasing history
    4. Assist with email marketing using Mailchimp including monthly imports of new email subscribers
    5. Import customer information from AudienceView to Filemaker and routinely remove duplicates
    6. Assist with website updates on a daily basis and social media marketing strategy to ensure materials are accurate and free of errors
  2. Provide administrative support to the Director of Development and create efficiencies in Development activities.
    1. Maintain a working knowledge of the Director of Development’s job duties to fill in as needed.
    2. Quickly and accurately process donations.
    3. Assist with admin tasks related to special events: e.g. pre and post-concert dinners, special events in the Museum, homes, and patron tour. Assist with coordination of logistics such as signage needs and other day-of details.
    4. Assist in creating donor solicitation letters, materials, and pull lists from AudienceView
    5. Track all gifts in AudienceView, gift tracking spreadsheets and update information as needed
    6. Create and generate thank you letters for gifts
    7. Maintain donor files
    8. Edit donor listings in An die Musik magazine
  1. Support and foster Schubert Club’s collaborative business practices to ensure that all organizational activities support the Schubert Club’s mission successfully
    1. Assist with setting up concerts and events as requested and needed
    2. Assist with onsite concert and event support
    3. Assist with museum activities as needed
    4. Assist with office wide projects as needed
    5. Act as a steward and liaison with the public at Schubert Club events, to foster the positive reputation of Schubert Club

Preferred Experience

    • Previous database experience

    • Ability to work evenings and weekends

    • 2 years ticketing experience 

    • Experience selling tickets and building ticketing components in AudienceView
    • Customer service experience 

    • Proficiency with Microsoft Office products

    • Knowledge and comfort working in a Mac based environment

    • Experience using Mailchimp, WordPress and Filemaker a plus

OTHER REQUIREMENTS

  • Ability to lift and carry up to 25 pounds
  • Ability to work frequent nights and weekends
  • Reliable transportation

EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS

  • B.A. or B.S. in Music, Theatre, Arts Administration, or related field
  • 2 years in ticketing position

To apply, please send cover letter, resume, and references to tessa@schubert.org no later than September 15, 2017. 

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