The Assistant Director, Sales and Customer Engagement, reporting to the Director, Sales and Customer Experience, oversees and ensures that consistent customer service, policies and data standards are maintained; sales goals are reached; all customer communication is clear; and the overall customer experience is exemplary.
Develop, execute and successfully implement a patron service philosophy to be communicated and supported by all sales departments.
Oversee and ensure consistent customer messaging through all outlets – digital, printed and telephonic (subscriber guides, online instructions, live chat standards, etc.).
Oversee telesales team by creating and developing well-targeted campaign. Determine lead groupings to be used and develop scripts for sales calls. Monitor progress and adjust efforts as needed, including repackaging of season.
Oversee Group Services team by creating and developing clear and direct policies and procedures. Ensure group customers are targeted appropriately.
Manage training for all sales departments regarding Customer Service and Tessitura standards.
Establish and maintain policies that guarantee the highest possible level of customer service.
Establish and maintain methods and procedures to achieve timely and accurate resolution of customer inquiries.
Oversee effort to improve/maintain the Call Center physical plant by doing such things as maintaining computers, replacing office furniture, etc.
Special projects as assigned by Director, Sales and Customer Experience
Proof marketing materials for print and online media
Work with members of the Marketing department to implement and execute targeted marketing campaigns, promotions and incentives
Other duties as may be assigned
BS degree in Marketing or related field. A combination of education and experience may be considered as a substitute for the degree requirement.
Minimum 5 years’ experience in customer service and management with proven track record of excellent problem solving skills.
Minimum of 5 years’ experience in marketing/sales.
Manage multiple distribution channels and develop strategies to support and grow client relationships.
Demonstrate solid leadership, interpersonal and written communication, and sales skills.
Team player with the ability to work well with others in a fast-paced environment.
Ability to perform under stress while maintaining a courteous and professional attitude toward clients and team members.
Computer literate, fluent in full Microsoft Office suite including Outlook, Excel and Word.
Working knowledge of Tessitura.
Available to work flexible hours including evenings and weekends as needed.
Ability to remain seated at computer for extended periods.
Basic knowledge of classical music or training helpful.
Bilingual English/Spanish a plus.
About Los Angeles Philharmonic Association
Founded in 1919, the Los Angeles Philharmonic Association's mission is to perform, present, and promote music in its varied forms at the highest level of excellence to a diverse and large audience, both at the Walt Disney Concert Hall and the Hollywood Bowl. The Los Angeles Philharmonic Association is dedicated to continuing its pre-eminent status in the music world of the 21st century.