Patron Services Manager (Box Office and Database

Position Title
:
Patron Services Manager (Box Office and Database)

Pay Range
: 50,000/Year - 55,000/Year

Status
:
Full-time

Classification
:
Exempt - Salaried

Department
:
Front of House

Orlando Shakes in partnership with UCF, Central Florida’s leading professional regional theater company, is searching for a full-time Box Office & Database Manager to supervise its team of guest services associates, ensure accuracy of the database and provide data analytics to colleagues for data driven decision making.

Reporting to the Executive Director, the selected candidate will be responsible for managing the day-to-day operations of Orlando Shakes’ Box Office while ensuring the highest level of guest satisfaction for patrons and donors through phone, web, and in-person communication and contact in a fast-paced, exciting regional theater environment.

The Patron Services Manager will work closely with our Community Programs Manager, Guest Experience and Operations Manager, Development, and Marketing & Communications departments.

Responsibilities Include (But Are Not Limited To):

• Manage and supervise the Patron Services team including, but not limited to, training, policies and procedures, and staff scheduling

• Administer the CRM software, Spektrix (and Dot Digital), including generating and maintaining production and program inventory, creating and implementing season subscription and individual ticket packages, and managing sales data. As the designated superuser for Spektrix, will also assist in training new team members across the organization to use the system

• Prepare and distribute reports including daily and weekly sales reports, financial transaction reports, and event reports

• Provide financial settlement and accountability for all ticket sales revenue

• Prepare, manage, and track Box Office budget

• Establish a positive, creative, and professional work environment and motivate staff to participate and adapt to dynamic and challenging situations.

• Exercise confidence, kindness, and mentorship in speaking to and working with team members when something needs to be improved or retrained

• Oversee and assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a timely reply

• Respond to patron questions, concerns, or complaints, and manage difficult or emotional patron situations

• Remain calm and diplomatic with escalated issues, resolve high level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trust

• Serve as Guest Services representative during performances and on an as-needed basis. Schedule should reflect leadership presence for high demand periods

• Approve timesheets and ensure timely submission

• Assist with seasonal allocation of subscription tickets and mailings

And other duties as assigned by the Executive Director.

Required Qualifications

• Advance knowledge of event ticketing and CRM software, preferably Spektrix and Dot Digital

• Strong computer skills with proficiency in Google Suite and Microsoft Office Suite

• Ability to manipulate database software to store, retrieve, and compile information into report format

• Strong organizational skills with the ability to manage multiple projects and deadlines effectively.

• Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners.

• Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation.

• Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging.

• Ability to meet tight deadlines and work well under pressure.
  
  Strong verbal and written communications skills.

• Interpersonal skills and ability to work in an agile, fast-paced environment required.

• Willingness and understanding to work flexible hours as needed.

• Ability to manage a variety of projects and requests quickly and efficiently. Able to multi-task projects concurrently, while maintaining quality.

Education / Training

• Bachelor’s degree in Business Administration, Accounting, Theater/Arts, Communications, or a related field…