Uncategorized

Now Hiring: Patron Services Manager (Full-Time)

By Kristina MacKenzie

Patron Services Manager

Full-Time (non-exempt)

Reports to:  Director of Marketing and Communications

Salary Range:  $42,000 – $45,000 annually (non-exempt)

In-Person/Remote: 40 hours per week. Regular business hours (8:30 a.m. – 4:30 p.m.) with frequent evening and weekend hours for events during the concert season. Hybrid position with some remote flexibility; in-person presence at events is required and some in-office days are required.

ABOUT SCHUBERT CLUB

As Minnesota’s first arts organization, founded in 1882, Schubert Club continues to pursue its mission to create inspiring musical experiences that contribute to the cultural vibrancy of the Twin Cities community. Schubert Club’s work is primarily concert presenting, music education, student scholarships and a music museum.

POSITION SUMMARY

The Patron Services Manager is responsible for ticketing and box office services, marketing assistance, audience and donor database management, and some development assistance. This position reports to the Director of Marketing and Communications.

MAJOR RESPONSIBILITIES

  1. Oversee the day-to-day operations of the Schubert Club Ticket Office duties, phone line responsibilities, and day-of-concert counter sales to result in efficient and accurate transactions, streamlined and up-to-date processes and practices and a seamless customer experience.
      • 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.
          • Manage ticket office operations on concert nights, handling all aspects of the ticket purchasing experience.
              • Coordinate day-of concert logistics including pre-printed tickets, cash requests, signage, special promotions, etc.
                  • Reconcile cash, credit and checks, complete event settlements, enter information into AudienceView, and provide necessary back-up reports for every concert or event.
                    • Keep detailed notes on customer requests, preferences and feedback.
                    • 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.
                    • Execute the subscription process including processing orders, tracking and fulfilling seating requests, following up with patrons, and tracking sales for weekly reports.
                    • Identify recurring problems in meeting general customer expectations and suggest solutions to Director of Marketing and Communications.
                  • 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 for customer service transactions.
                    • Coordinate the ticketing facets of the organization’s Customer Relations Management (CRM) database, Audience View, including but not limited to: Venues, Series, Performances, Price Charts, Subscription, Promotional Offers, and Ticket Templates.
                    • Update phone prompts in automated phone tree.
                    • Ensure all offers are built accurately and according to what has been approved, testing all offers prior to their on sale.
                    • Update ticketed events as needed or required by marketing efforts.
                    • Serve as the primary point of contact with Ordway ticketing and systems staff for AudienceView related communications and issues.
                    • Pull regular and special reports from AudienceView, ensuring they are distributed to appropriate staff.
                    • Pull reports on fund structure, development reports, and development data.
                    • First point of contact with Finance Manager regarding transaction details.
                  • Provide administrative support including website updates, data generation, and email communications to assist the Director of Marketing and Communications and support other departments as needed.
                    • Maintain a working knowledge of the Marketing and Communications Director’s job duties to fill in as needed.
                    • Attend training, configure events, discount codes, pricing structures, subscriptions, miscellaneous items, ticket templates and venues in (AudienceView) database.
                    • Assist with email marketing using Mailchimp including monthly imports of new email subscribers.
                    • Assist with website updates on a daily basis and help with email marketing and social media as needed.
                    • Assist with reviewing to ensure materials are accurate and free of errors.
                    • Quickly and accurately process donations and assist with gift tracking as needed.
                        • Assist with exporting donor lists from AudienceView.
                      • Support and foster Schubert Club’s collaborative business practices to ensure that all organizational activities support the Schubert Club’s mission successfully.
                        • Assist with setting up concerts and events as requested and needed.
                        • Assist with onsite concert and event support.
                        • Assist with museum and education activities as needed.
                        • Manage organizational records including archives.
                        • Assist with office wide projects as needed.
                        • Serve as emergency back-up for the Business Manager with payroll, bank deposits, credit card management, and accounts payable.
                        • Act as a steward and liaison with the public at Schubert Club events, to foster the positive reputation of Schubert Club.

                      QUALIFICATIONS AND EXPERIENCE

                      • Customer service experience and strong customer service skills required.
                      • Previous database, CRM, and/or transactional system experience required.
                      • Availability to work frequent evenings and weekends for concerts and events required.
                      • Experience selling tickets and building ticketing components in AudienceView or another comparable ticketing system strongly preferred.
                      • 2 years ticketing/box office experience strongly preferred.
                      • Proficiency with Microsoft Office products.
                      • Knowledge and comfort working in a Mac based environment a plus.
                      • Experience using Mailchimp, Google Docs, and WordPress a plus.

                      OTHER REQUIREMENTS

                      • Reliable transportation to office, concert and event venues.
                      • Adaptability, resourcefulness, and ability to learn quickly.
                      • Availability for in-office work with remote flexibility.
                      • Availability for primarily in-office work, with some remote flexibility
                      • Commitment to respectful practices that promote diversity, equity, and inclusion.
                      • Commitment to uphold Schubert Club’s mission and its reputation for integrity and excellence.

                      Please send your resume and cover letter to Kristina MacKenzie (kmackenzie@schubert.org) by Wednesday, December 21, 2022.

                      Schubert Club is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, creed, marital status, familial status, public assistance status, age, local human rights commission activity, national origin, and veteran or disability status, or any other status characteristic protected by law.