Associate Director, Box Office and Audience Experience
Company: Asian American Arts Alliance
Location: Saint Louis
Posted on: November 17, 2023
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Job Description:
Associate Director, Box Office and Audience Experience718 N
Grand Blvd
MO 63103Deadline Jan 19, 2024 PostedJoin the St. Louis Symphony
Orchestra!The SLSO offers exciting opportunities that will
challenge your abilities, expand your skills and reward your
contributions in an atmosphere that encourages both personal and
professional growth for all. Additionally, the SLSO offers a
positive work environment designed around the philosophy of mutual
respect and the challenge of contributing to the continued success
of their organization.The Associate Director, Box Office and
Audience Experience is responsible for the overall direction and
success of the SLSO's ticketing operations. Reporting to the
Director of Hospitality and Audience Experience, this individual
plays a crucial role in the Marketing department's pricing
strategies and patron purchasing experience, and serves as a
resource for Tessitura, the SLSO's ticketing and CRM software. This
individual needs to become well-versed in all SLSO programs and
events to offer excellent customer service and creative
problem-solving that aligns with the SLSO's goals, values, and
brand identity.In addition to ensuring that daily Box Office
operations and customer service standards are continually upheld
and improved, the Associate Director is instrumental in guiding
future planning for the organization by staying up to date on new
technologies and industry trends, attending conferences and
continued learning courses, and collaborating with colleagues
across the organization. The Associate Director finds new and
innovative ways to improve ticketing and the audience experience at
large.The successful candidate is a team leader with a strategic
approach to resolving complex data and customer service challenges,
rooted in strong experience with both people and software. This
position requires flexible day, evening, and weekend
hours.RESPONSIBILITIES:
-Directly supervise the Manager, Box Office and Audience Experience
and Box Office Supervisor, in addition to guiding the hiring,
review, and staffing strategies of the team of part-time Box Office
Sales Associates
-Foster continually high standards of customer service throughout
the scope of the patron experience, from point-of-purchase to
attendance, identifying opportunities to increase return visits for
first time visitors and creatively promote the SLSO's subscription
model
-Facilitate coordination between the Box Office and Front of House
teams to set and implement the audience experience expectations for
the organization
-Project manager for Tessitura season set-up, maintenance, and
subscription renewal process. Oversee new seating map builds,
ensuring accuracy of inventory, availability, and hold
management
-Provide guidance on pricing strategy, fees, and subscriber benefit
alignment
-Serve as the primary contact for the SLSO's external ticketing
partners, maintaining a high level of communication while
diligently managing their shared inventory
-Lead the Box Office team's VIP Services as a point person for high
level donors, media, community partners, and institutional
sponsors. Work as part of the Box Office team, processing orders
and supervising concert shifts
-Evaluate departmental policies and make suggestions as necessary
regarding policy and procedure adjustments, software update
needs/training, and patron protocols
-Collaborate with Manager, Box Office and Audience Experience to
implement staff appreciation programs, incentive programming and
tracking of engagement
-Analyze effectiveness of promotions and provide recommendations
for new approaches
-Approve training materials and resource documents for Box Office
team
-Proofread printed materials for accuracy, as necessary, with
special attention to correct dates, pricing, and event breakdown
according to seriesRequirements-Minimum five years of ticketing
experience with significant supervisory experience in a Box Office
environment
-A thorough knowledge of Tessitura, the SLSO's CRM and ticketing
software, or similar CRM experience, is highly preferred
-Strong independent judgement and problem-solving skills; able to
negotiate diverse personalities and build effective teams
-Exceptional attention to detail and ability to work in a
fast-paced, high-demand environment
-Thorough knowledge of successful customer service techniques and
the value of quality customer service. Excellent verbal
communication in person and on the telephone
-Knowledge of basic administrative and accounting practices.
Proficient use of Microsoft Office Suite. Ability to summarize data
and information for high-level reporting
-Ability to maintain composure and behave calmly to diffuse
difficult situations with external and internal contacts in a
manner requiring considerable tact to achieve positive results
-Ability to collaboratively work in a team environment
-Ability to work with confidential data
-Under general direction, works from strategic objectives with
little functional guidance
-Passion for the St. Louis Symphony Orchestra's mission and
programming. Knowledge of or background in classical music is
preferredBENEFITS & PERKS:
Hybrid schedule
Excellent medical (including domestic partner coverage), vision,
dental, supplemental health plan.
3 weeks' vacation/PTO + 8 sick days.
Fitness reimbursement.
Retirement contribution.
Discounted and complimentary concert tickets.
And more.The SLSO embraces a world in which every life is enriched
through the power of music. They are committed to cultivating a
culture of inclusion and connectedness where a diverse team of
employees can grow and thrive. The collective sum of their
employees' individual differences, experiences, knowledge,
self-expression, and talent are represented in their culture,
innovative spirit and the SLSO's achievements. In recruiting for
their team, they welcome candidates' uniqueness in culture, social
identities, expression, and viewpoints. The SLSO is an Equal
Opportunity Employer.
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Keywords: Asian American Arts Alliance, St. Louis , Associate Director, Box Office and Audience Experience, Executive , Saint Louis, Missouri
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