Patron Services & Communications Manager

30 hours per week/average. Some evening and weekend work required.

Position Summary
The Patron Services and Communications Manager facilitates all Remy Bumppo’s patron, donor, and promotional communications, manages patron services efforts, maintains accurate and clean data in CRM and email systems, leads the subscription sales campaign, and manages the execution of patron events. This role works independently to execute tasks in a timely, organized, and effective manner.

Specific Responsibilities

Communications

• Partner with staff and outside consultants to develop and execute all patron communications efforts via email, direct mail, social media, or grassroots. Communications include promotions, fundraising, and stewardship for mainstage shows, readings, classes, events, fundraising, and others.
  • Facilitates patron outreach via NeonCRM and Constant Contact, including list development, segmentation, list cleaning, data imports, and updates needed to support targeted patron communications.
  • Supports Executive Director, Marketing & PR team, and other staff in developing copy and collateral materials to promote organizational programs
  • Tracks efficacy of communications efforts
  • Builds and sends emails in Constant Contact and NeonCRM, tracking analytics and reporting as needed
  • Maintains active presence on social media platforms
  • Facilitates the development of patron lists for direct mail efforts
• Track expenses related to marketing and communications, in partnership with Marketing & PR team
• Maintain remybumppo.org
  • Regularly review and update the website, partner with staff to ensure accurate and up-to-date information, ensure functionality and ease of use for patrons
• Post about company activities on League of Chicago Theaters (including Openings, Gala, Access Services, etc)

Patron Services

• Coordinate patron ticketing for mainstage shows
  • In partnership with Theater Wit, ensure seamless management of all bookings including subscribers, single tickets & discounts, groups, comps, etc. Coordinate third-party and/or group vendors (such as Hot Tix).
  • Oversee subscriber and patron communications to steward attendance
  • Partner with Theater Wit to resolve patron issues in accordance with policies and protocols
  • Partner with production team and Theater Wit to ensure Accessibility Services (such as Audio Description, Open Captioning, accessible seating, etc) are delivered successfully
• Serve as primary point of contact for Remy Bumppo:
  • Provide excellent customer service and support for any inquries
  • Distributes incoming mail and updates returned mail addresses in the CRM;
  • Manages primary admin phone and voicemail, monitors general email accounts, responds to inquiries and messages, distributes messages to the appropriate staff members.
  • Maintains the office and rehearsal room calendars.
• Manages the annual subscription campaign
  • Support ED and Marketing & PR team to determine campaign strategy & timeline, development of collateral and copy for direct mail and email.
  • Manage the subscription storefront on Remy Bumppo’s website and transaction pages through CRM/merchant services
  • Project manage in-house mailings and follow-up efforts
  • Receive and process subscription orders via mail, online, or phone
  • Partner with box office to seat and manage subscriber bookings, facilitate customer service and seating protocols including refund and no-show policies
  • Ensure stewardship of perks and benefits with subscribers
• Coordinate Patron Events
  • Help craft the slate of patron events, creating a deeper experience for subscribers, donors, and community members. Events include but are not limited to:
    Season Salon, Lines and Wine, Readings, openings, partnership and promotional events, Season Wrap Party, virtual events
    • Assist staff to develop and define the goals for patron-facing events, including ensuring Remy Bumppo branding and standards are met
    • Develop and deploy events within CRM, manage website landing pages, and patron experience
  • Manage invitations and RSVPs
  • Coordinate logistics from set-up to strike
  • Oversee volunteer needs, signage, and event supplies inventories
• Database management
  • Responsible for the maintenance and accuracy of patron data in the CRM (Neon) including:
    • Overs…