Assistant Director of Patron Services

ASSISTANT DIRECTOR OF PATRON SERVICES 

• Full Time; Exempt
• Supervisor: Director of Institutional Advancement
• Subordinates: Patron Services Assistant Manager, Patron Services Coordinators, Patron Services Representatives

POSITION SUMMARY

The Assistant Director of Patron Services is a key leadership position at The Music Hall, managing a team of three full-time and seasonal part time employees and is responsible for executing a first-class patron experience through patron engagement from point of inquiry through point of sale as well as on-site experience at all of The Music Hall’s venues, including the Historic Theater, the Music Hall Lounge, the Music Hall Ticketing Hub, Live Under the Arch, the Members Club, and other partnering venues for programming. This position exhibits strong, positive leadership skills while managing a team whose primary responsibility is to positively engage with patrons in services related to ticket sales, memberships, donations, and inquiries with the highest level of customer service.

With a spirit of patron-centricity, the Assistant Director of Patron Services successfully collaborates with multiple departments including programming, operations, production, marketing, finance, and development to ensure success in the patron experience. Additionally, they manage all ticket inventory and reporting to support the marketing department in maximizing ticket sales through collaborative marketing sales strategies, segmented and personal communication with ticket buyers and potential customers, and manage ticket sales reports in collaboration with the data services team. They work closely with staff in multiple departments to help with administrative functions related to membership, donations, and outreach ticketing. They are also responsible for developing a new regional ticketing hub, and will be a leader in cultivating partnerships and collaborations with key external partners to achieve its success.

This position manages the Patron Services Team and assumes responsibility for being the “customer service face” of the organization by managing daily office operations, including staffing and working in the box office during regular open hours and during performances, providing excellent customer service and ensuring that patrons and members have memorable experiences. They are responsible for supporting the organization in optimizing revenue goals in conjunction with other outbound sales-focused team members while executing successful ways of surprising and delighting patrons.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

To perform this job successfully, an individual must be able to satisfactorily achieve essential duties below. Other duties may be assigned.

TICKET SALES, OPERATIONS, AND EVENTS (35%)

• Excel in maximizing ticket sales and assisting patrons with inquiries through all vehicles including phone, in-person, and electronic communication, including SMS, with exceptional customer service
• Create and implement policies and procedures with Programming, Marketing, Development on show announce, seating layout and event management procedures
• Work with Marketing & Programming to develop and implement sales strategies to maximize ticket sales utilizing multiple vehicles
• Manage ticket inventory, including non-public ticketing holds, and release holds for shows in a timely fashion for public sale to maximize earned income ticket sales
• Work and staff the box office at live and on-screen events, including communications involving Back of House, Front of House, renters, and artists, and provide assistance at special events as needed
• Compile accurate end-of-show reporting and data for event settlement
• Communicate with artists’ agents and management in a timely manner and in collaboration with Programming,  to coordinate ticket count reporting, artist VIP packages, and post-show sales reports
• Oversee process of stocking office supplies and materials at Box Office locations, including ticket stock, ticket envelopes, and marketing collateral
• Reconcile discrepancies in department cash deposits on a monthly basis in collaboration with Finance Department for both membership and ticket sales
• Collaborate with internal teams, including Data Services and Development, to ensure accurate data integrity in CRMs

LEADERSHIP (35%)

• Serve as a positive, communicative, mentor and leader to the Patron Services team and consistently work collaboratively with departments
• Act as a departmental leader and representative in company-wide meetings about upcoming major programming initiatives
• Lead daily operations of the Ticketing & Member Services Team, providing the team guidance, mentorship, and opportunities to grow with added responsibility
• Develops and manages Patron Services fiscal year budget with monthly tracking procedures
• Serve as organizational point of contact on collaborations and partnerships related to community ticketing hub
• Lead organization in use of PatronManager, Elevent, and other CRM software platforms, managing databases and assisting in training of team members as appropriate
• Manage hiring process for new Patron Services staff, followed by successful onboarding and training
• Create schedule for team members, ensuing accurate coverage during regular box office hours and for events, including management of overtime budget and approval of employee time cards
• Scans and compiles internal and external data from comparative venues to benchmark the Music Hall for Box Office policies, fees, and customer service experience
• Serve as key leader in ensuring accurate content and collateral related to on-sale shows, including print, web, email and online
• Collaborate with Marketing department to ensure all communications from the Patron Services Team are accurate, creative, series/brand-aligned, and timely

STRATEGIC INITIATIVES – TICKETING HUB (15%)

• Lead strategic initiative to expand regional ticketing hub, partnering with other organizations to support their ticket sales initiatives
• Serve as primary point of contact for organizations who are a part of the ticketing hub

PATRON EXPERIENCE (15%)

• Serve as a positive forward-facing representative of The Music Hall, exhibiting qualities that align with core values to elevate the patron experience at all touch points with the organization
• Develop and execute, with the support of the Patron Services and Operations teams, successful strategies to elevate the patron experience, striving for five-star experiences for every patron
• Regularly communicate with other departments, including but not limited to Development, Marketing, Programming and Operations, to confirm and address event details to create seamless and problem-free experiences for patrons and artists
• Leads the organization in regularly monitoring patron satisfaction survey data to evaluate patrons’ experiences and identifies, implements and communicates changes for continuous improvement
• Resolve escalated patron concerns, informing and collaborating with other departments as appropriate
• Assist with VIP concierge ticketing process, providing timely services while managing VIP, Sponsor, and Development ticket inventory
• Remain highly accessible for members to ensure highest level of service is provided
• Collaborate with Development to lead PS and Operations team members in surprise & delight efforts, bringing patrons unexpected moments of exceptional joy

QUALIFICATIONS

The requirements listed below are representative of the education, experience, knowledge, skill, and/or abilities required for this position:

• Education Level: Bachelor’s Degree
• Experience in Years: 5+ box office/customer service experience; 3+ management/supervisory experience in a box office environment
• Specific Skills Needed: Positive, can-do, collaborative personality. Solutions-based approach to challenges. Exceptional personal engagement with patrons, ability to act and serve as a mentor with the intent of developing team members knowledge base and interest, extraordinary leadership skills, and ability to think creatively with the patron at the center of every decision. High level of knowledge in ticketing systems, preferably Patron Manager and/or Elevent; proficiency in Google Suite, Microsoft Office, and SMS platforms.
• Applicants with previous experience in arts nonprofits and a deep appreciation and love for the arts are preferred
• Work Schedule: 40 hours per week, nights and weekends required, based on show schedule
• Physical abilities:
  • 70% Typing/Sitting
  • 5% Lifting
  • 5% Reaching
  • 5% Bending
  • 5% Pushing/Pulling
  • 10% Walking Up/Down Stairs

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

In addition to the roles and responsibilities outlined in this job description, employees of The Music Hall are expected to positively contribute to a healthy organizational culture by integrating The Music Hall’s core values into their behaviors and skill sets.  

Supervisors, managers, and general managers who become aware of discriminating or harassing conduct and/or a complaint of discrimination or harassment must report the conduct and/or complaint immediately to the Chief Finance and Operating Officer.

Additional Responsibilities: In most cases, staff members will be responsible for other duties as assigned, including but not limited to, attendance at live events and presence at engagements and special events outside of normal working hours.

The Music Hall reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. The Music Hall may require an employee to perform duties outside his/her normal description. 

SALARY/BENEFITS

• Annual salary range: $55,000-$70,000
• Health care package: health and dental
• Cell phone reimbursement
• 24 days of accrued earned time
• 401K program with employer match

ABOUT THE MUSIC HALL

In 1878, The Music Hall opened its doors as a Vaudeville theater, bringing a fresh cultural vibrancy to the city of Portsmouth. Fast forward 140 years and The Music Hall – with a second theater, The Lounge —has been pivotal in the revitalization of downtown into one of the most robust arts destinations in New England. We are a vibrant cultural and community hub, hosting over 130,000 patrons every year.

Our Vision

To enrich, entertain, and inspire all through world-renowned and community-based programming in our beloved gathering spaces.

Our Mission

The Music Hall invigorates audiences, nurtures healthy communities, and drives economic vitality in the region, stewarding our Historic Theater and delivering high-quality entertainment, lifelong learning, and shared experiences in our venues.

HOW TO APPLY 

Please email a cover letter, professional writing samples, and resume to Ilysse Sirmaian at isirmaian@themusichall.org with the subject Assistant Director of Patron Services.

No calls or walk-ins, please. Deadline to apply is October 18, 2024.

The Music Hall is an equal opportunity employer. We highly encourage those traditionally underrepresented in our industry to apply. For individuals with disabilities who would like to request an accommodation, we encourage you to email Ilysse Sirmaian.