PATRON SERVICES DIRECTOR
August 2020
Celebrating its 90th season, the Grand Rapids Symphony is Michigan’s second largest performing arts organization and has received national recognition for the high quality of its concerts as well as Gateway to Music, a network of education, engagement and access programs. The Grand Rapids Symphony presents more than 400 performances and enhances the lives of 200,000 attendees annually. Nearly half of those who participate are students, senior citizens and people with disabilities reached through inclusive education and access programs.
Delivering great music is the Symphony’s mission and the constant driver behind our patron services strategies. This is further enhanced by our commitment to providing entertainment platforms that bridge culturally diverse groups and nurture an inclusive growth community that enriches the lives of everyone. The ability of our Patron Services Director to communicate that commitment is essential to our success!
The Patron Services Director reports to the Vice President of Marketing and Communications, and leads the Patron Services team and operations for the Grand Rapids Symphony. The Patron Services Director drives policy, standards, and accountability for the Patrons Services team, and works closely with their counterparts in Marketing and Development to achieve the organization’s earned and contributed revenue goals while providing exceptional and responsive customer service. The successful candidate is a strategic thinker and problem-solver, possessing strong leadership skills and a commitment to providing excellent customer service to the Symphony’s constituents with the greatest efficiency.
The ideal candidate will have proven experience leading or managing a customer service team, and an understanding of the ticketing landscape for the performing arts and live event industries. Maintaining knowledge of current ticketing trends in the entertainment industry is an essential element of success in this role, as is the willingness to evolve practices and the suite of technologies used to serve ever-changing customer needs.
RESPONSIBILITIES:
• Leads the Patron Services team to ensure every customer is served appropriately and efficiently, with a focus on maximizing ticket sales and donation revenue. This includes hiring, training and management of all Patron Services staff.
• Ensures that the Patron Services team is equipped with and trained in the necessary tools to carry out their core functions, and provides the team with timely and accurate information about institutional campaigns, programs, and initiatives.
• Works closely with the Marketing and Development Departments on strategy to align priorities and effectively deliver offerings to customers.
• Creates customer-facing policy and messaging, while proactively advocating for customers in the determination of organizational messaging.
• Responsible for overarching strategy for the Department with an eye on continuous improvement of processes and optimization of platforms.
• Understands both front-end CRM/ticketing software interfaces as well as the resulting data output required the purposes of reporting and analysis.
• Evaluates purchase/behavior trends within each sales channel (mail, walkup, phone, website) to prioritize Patron Services resources and focus.
• In conjunction with the Marketing Director, monitors and identifies sales trends, executing changes to maximize revenue through inventory management and dynamic pricing.
• Continuously looks to industry counterparts and trends for best practices, and seeks opportunities to apply learnings for efficiencies.
• Monitors and resolves customer service issues as necessary.
• With the support of the Patron Services Manager, oversees daily reconciliation, balancing and preparation of deposits, invoices, event reports, cash deliveries, as well as maintain the confidentiality of all sensitive information.
• With the support of the Patron Services Manager, maintains accurate box office accounting records, reports and archives.
• Ensures ADA Compliant Ticketing Practices.
• Attends and actively participate in staff meetings, programs and events, and works remotely as needed at performance venues.
• Performs other duties as assigned by management.
QUALIFICATIONS:
• 3-5 years' experience leading a ticketing or customer service team
• Extensive knowledge of ticketing software, ideally Ticketmaster Host and Archtics, and experience with system upgrades or conversions preferred
• Proven ability to build strong relationships with clients and provide top-notch customer service to all patrons, at all times
• Ability to provide leadership, engage in positive interaction with staff and guests, prioritize, organize, motivate staff, problem solve, delegate, follow-up, communicate and diffuse possibly volatile situations with tact
• Proficient use of standard business technology, including web applications and Microsoft Office; including Excel, Word and Outlook
• Excellent skills in communications (verbal, written, oral) and problem solving
• Strong interpersonal skills and experience working with a variety of personalities.
• Strong organizational skills and attention to detail
• Ability to multi-task and remain calm under pressure, while also meeting strict deadlines
• Ability to work a minimum of 40 hours a week which may include extended daytime and/or evening hours on weekdays and/or weekends, as needed and required
• Valid Driver's License
• Demonstrated interest in Classical Music
What we’re offering:
• Join the team! When you join our team, you become part of our culture and the Symphony story.
• Robust compensation and benefits package including health and dental insurance, PTO and 401k.
• Two complimentary tickets to most Symphony concerts
To apply for this position, please send resume and cover letter to Paula Tibbe, Manager of Human Resources and Finance at ptibbe@grsymphony.org by September 30, 2020.
For complete information about the Grand Rapids Symphony visit www.grsymphony.org.
We are an equal opportunity employer.