Guest Experience Manager

Department: Guest Experience & Patron Services

Reports to: Director, Guest Experience & Patron Services

Status: Non-Exempt, Full-Time

Wage: $55,000 - $65,000

The Guest Experience Manager is responsible for providing and maintaining elevated world class, white glove customer service for Miami City Ballet patrons year-round.

This includes at all performances both onsite and across partner venues, by serving as the organization's primary service touchpoint with all patrons, and by being a “first responder” based upon customer needs and issues that may arise. This highly visible key position also oversees in-venue marketing campaign activations and manages guest experience touchpoints throughout the season.

The Guest Experience Manager also provides on-going direction and customer service-related oversight for MCB’s part-time service team, ensuring that service excellence is delivered in every customer interaction. A key member of the Guest Experience & Patron Services team, the Manager partners with department leadership to ensure that every patron enjoys a positive, seamless, and memorable interaction with the organization from start to finish.

To do well in this role, the ideal candidate must be a motivated leader with a positive, energetically empathetic and professional decorum that exemplifies a “can do” customer service/patron forward attitude.

• Responsible for the Miami City Ballet front-of-house guest experience at all MCB performances, onsite and at all partner venues, serving as the key service ambassador, first responder, partnering with Patron Services team members and the Advancement Department to deliver gold standard onsite service resolution, and liaison with venue front-of-house teams for all onsite resolutions.
• Operate autonomously during performances and activations, anticipating issues before they affect patrons, and resolving unexpected circumstances in partnership with venue teams and department leadership.

• Oversee in-venue setup, guest experience, subscriber, and member activations, including merchandising.
• Serve as the organization's guest experience point of contact for accessibility accommodations, coordinating ADA seating, assistive listening, and accessible performance requests with venue partners and internal departments in advance of each engagement.
• Oversee the set-up and maintenance of all lobby merchandise sales, including easy, seamless customer transactions from start to finish, leading to enhanced growth (more purchases, higher revenue per sale) from this important ancillary revenue stream.
• Responsible for all event reporting, including documenting issues that occur and are resolved onsite, as well as any resolutions requiring follow-up from the service team.

• Manage all guest experience touchpoint campaigns throughout the season and calendar year[SA1].
• Identify opportunities to deepen engagement across all patron segments, informed by frontline observation and guest feedback.
• Assist the Director, Guest Experience and Patron Services in the maintenance of service standard operating procedures (SOPs) and serves as a key staff member responsible for maintaining and updating these resources throughout the fiscal year.
• Acting as the primary relationship manager for group subscribers and ticketing contact for donors and board members.
• Manage year-round merchandising efforts in partnership with the patron experience supervisory team, including reconciliation, inventory management, and fulfillment.
• Provide customer service-related oversight and direction year-round to MCB’s team of four to seven part-time representatives.
• Conduct initial interviews, schedule, train, and manage part-time…