St. Louis, Missouri
Illinois
Chicago, IL-Hybrid Workplace
Posted: 10-Nov-23
Location: St. Louis, Missouri
Type: Full Time
Salary: 55,000-75,000
Join the St. Louis Symphony Orchestra!
The SLSO offers exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages both personal and professional growth for all. Additionally, the SLSO offers a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization.
The Associate Director, Box Office and Audience Experience is responsible for the overall direction and success of the SLSO’s ticketing operations. Reporting to the Director of Hospitality and Audience Experience, this individual plays a crucial role in the Marketing department’s pricing strategies and patron purchasing experience, and serves as a resource for Tessitura, the SLSO’s ticketing and CRM software. This individual needs to become well-versed in all SLSO programs and events to offer excellent customer service and creative problem-solving that aligns with the SLSO’s goals, values, and brand identity.
In addition to ensuring that daily Box Office operations and customer service standards are continually upheld and improved, the Associate Director is instrumental in guiding future planning for the organization by staying up to date on new technologies and industry trends, attending conferences and continued learning courses, and collaborating with colleagues across the organization. The Associate Director finds new and innovative ways to improve ticketing and the audience experience at large.
The successful candidate is a team leader with a strategic approach to resolving complex data and customer service challenges, rooted in strong experience with both people and software. This position requires flexible day, evening, and weekend hours.
RESPONSIBILITIES:
-Directly supervise the Manager, Box Office and Audience Experience and Box Office Supervisor, in addition to guiding the hiring, review, and staffing strategies of the team of part-time Box Office Sales Associates
-Foster continually high standards of customer service throughout the scope of the patron experience, from point-of-purchase to attendance, identifying opportunities to increase return visits for first time visitors and creatively promote the SLSO’s subscription model
-Facilitate coordination between the Box Office and Front of House teams to set and implement the audience experience expectations for the organization
-Project manager for Tessitura season set-up, maintenance, and subscription renewal process. Oversee new seating map builds, ensuring accuracy of inventory, availability, and hold management
-Provide guidance on pricing strategy, fees, and subscriber benefit alignment
-Serve as the primary contact for the SLSO’s external ticketing partners, maintaining a high level of communication while diligently managing our shared inventory
-Lead the Box Office team’s VIP Services as a point person for high level donors, media, community partners, and institutional sponsors. Work as part of the Box Office team, processing orders and supervising concert shifts
-Evaluate departmental policies and make suggestions as necessary regarding policy and procedure adjustments, software update needs/training, and patron protocols
-Collaborate with Manager, Box Office and Audience Experience to implement staff appreciation programs, incentive programming and tracking of engagement
-Analyze effectiveness of promotions and provide recommendations for new approaches
-Approve training materials and resource documents for Box Office team
-Proofread printed materials for accuracy, as necessary, with special attention to correct dates, pricing, and event breakdown according to series
REQUIREMENTS:
-Minimum five years of ticketing experience with significant supervisory experience in a Box Office environment
-A thorough knowledge of Tessitura, the SLSO’s CRM and ticketing software, or similar CRM experience, is highly preferred
-Strong independent judgement and problem-solving skills; able to negotiate diverse personalities and build effective teams
-Exceptional attention to detail and ability to work in a fast-paced, high-demand environment
-Thorough knowledge of successful customer service techniques and the value of quality customer service. Excellent verbal communication in person and on the telephone
-Knowledge of basic administrative and accounting practices. Proficient use of Microsoft Office Suite. Ability to summarize data and information for high-level reporting
-Ability to maintain composure and behave calmly to diffuse difficult situations with external and internal contacts in a manner requiring considerable tact to achieve positive results
-Ability to collaboratively work in a team environment
-Ability to work with confidential data
-Under general direction, works from strategic objectives with little functional guidance
-Passion for the St. Louis Symphony Orchestra’s mission and programming. Knowledge of or background in classical music is preferred
BENEFITS & PERKS:
- Hybrid schedule
- Excellent medical (including domestic partner coverage), vision, dental, supplemental health plan.
- 3 weeks' vacation/PTO + 8 sick days.
- Fitness reimbursement.
- Retirement contribution.
- Discounted and complimentary concert tickets.
- And more.
The SLSO embraces a world in which every life is enriched through the power of music. We are committed to cultivating a culture of inclusion and connectedness where a diverse team of employees can grow and thrive. The collective sum of our employees’ individual differences, experiences, knowledge, self-expression, and talent are represented in our culture, innovative spirit and the SLSO’s achievements. In recruiting for our team, we welcome candidates’ uniqueness in culture, social identities, expression, and viewpoints. The SLSO is an Equal Opportunity Employer.