Director of Patron Services

Description

General Summary

Reporting to the Vice President of Marketing and Sales, the Director of Patron Services provides strategic leadership for all patron-facing service and ticketing operations, ensuring an exceptional guest experience while driving ticket sales, subscription growth, patron loyalty, and revenue performance. This role oversees the daily operation and long-term strategy of Patron Services, including ticketing operations, concierge services, customer engagement initiatives, CRM utilization, and service delivery standards.

The ideal candidate is a collaborative and data-driven leader with extensive experience in ticketing, customer service, sales strategy, and operational management within a performing arts, entertainment, or hospitality environment. This individual will champion a culture of service excellence, innovation, accountability, and continuous improvement while aligning Patron Services initiatives with organizational goals and revenue objectives.

Supervises

Patron Services Manager

Patron Services Assistant Manager

VIP Concierges

Essential Duties & Responsibilities
(Other duties may be assigned as needed.)

Leadership & Team Management

• Lead, coach, and develop the Patron Services team to deliver exceptional customer service and achieve departmental goals.
• Oversee hiring, training, scheduling, performance management, and staff development.
• Foster a positive, collaborative, and service-focused team culture.
• Establish and maintain service standards, policies, and procedures.

Patron Experience & Customer Service

• Ensure a seamless and welcoming patron experience across all service channels.
• Respond to and resolve escalated patron concerns professionally and efficiently.
• Develop strategies to improve patron satisfaction, retention, and engagement.
• Serve as a visible ambassador for the organization and maintain strong relationships with patrons, donors, and guests.

Ticketing & Sales Operations

• Oversee daily ticketing and patron services operations, including ticket sales, exchanges, subscriptions, packages, and special offers.
• Support revenue growth through upselling, cross-selling, retention efforts, and promotional initiatives.
• Collaborate with Marketing, Development, Communications and Programming teams on sales campaigns and patron engagement strategies, demonstrating a deep understanding of seasonal programs.
• Monitor ticket sales, patron trends, and operational performance to identify opportunities for improvement.
• Ensure compliance with ticketing policies, accessibility standards, and organizational procedures.

Systems & Process Collaboration

• Collaborate with Marketing, Business Intelligence, IT, and external vendors to support the effective use of Tessitura and other ticketing and CRM systems.
• Provide operational input on system improvements, workflows, reporting needs, and patron experience enhancements.
• Assist with ticketing setup, event builds, reporting accuracy, and departmental operational readiness.
• Support the development and maintenance of Patron Services procedures and best practices.
• Identify opportunities to improve efficiency, communication, and service delivery across Patron Services operations.

Reporting & Financial Oversight

• Track and analyze ticket sales, patron trends, customer service metrics, and departmental performance.
• Prepare reports related to sales, service levels, and operational outcomes.
• Assist with departmental budgeting, forecasting, and expense management.
• Support accurate financial reconciliation and reporting processes.

Collaboration & Event Support

• Work closely with internal departments to support organizational goals and patron engagement efforts.
• Participate in the planning and execution of performances, donor events, and special programs.
• Serve as Manager-on-Duty or event leadership representative as needed.
• Support initiatives that strengthen patron relationships and community engagement.

Qualifications

Education & Experience

• Bachelor's degree preferred or equivalent professional experience.
• Minimum of 7-10 years of leadership experience in ticketing, patron services, customer service, hospitality, or related fields.
• Experience managing teams in a fast-paced, customer-focused environment.
• Knowledge of ticketing and CRM systems, preferably Tessitura.
• Strong communication, leadership, organizational, and problem-solving skills.
• Ability to analyze data and support revenue and operational goals.
• Proficiency in Microsoft Office and customer relationship management systems.
• Availability to work evenings, weekends, and holidays as required.
• Passion for the arts and commitment to enhancing the patron experience.

Competencies

To perform the job successfully, an individual should possess and demonstrate the following competencies:

• Analytical: Collects and researches data; uses intuition and experience to complement data; designs workflows and procedures. Is able to analyze data and prepares reports and projections.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and…