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Patron Services Manager

North Carolina Theatre

  • CATEGORY Admin
  • LOCATION Raleigh, NC
  • DATE OCTOBER 05, 2018
  • JOB TYPE Full Time
  • POSITION LEVEL Mid (2-5 yrs exp)
NC Theatre is seeking an efficient and inspiring patron services and sales manager who can deliver results within a small, dynamic team of non-profit theatre professionals. This full-time position reports the Director of Sales and manages the patron services team in support of the earned and contributed income goals of North Carolina Theatre and North Carolina Theatre Conservatory.

The successful candidate must be tech-savvy and resourceful, with a passion for performing arts. He/she must possess strong managerial skills, a commitment to patron services, and be able to handle competing priorities in a team-oriented fast-paced work environment.

NC Theatre is an equal opportunity employer.
To apply, please email resume, cover letter, salary requirements and 3 references to nct@nctheatre.com with Subject: Patron Services Manager. 
Roles and Responsibilities:
  • Oversee inbound and outbound calls and in-person sales and donations; set schedule and regularly review and update as needed
  • Coach, inspire and motivate sales team
  • Ensure the team meets sales targets on shift, weekly and quarterly basis
  • Sales training, development & performance management of sales team; hiring and training of new staff as needed to maintain a full staffed and well-trained team
  • Manage and track hourly wages and incentives to be turned in bi-weekly to Business Manager
  • Communicate all campaigns, offers, pricing changes, and special promotions to team to sell to patrons
  • Must develop an excellent understanding of all information related to the selling of tickets to shows produced or presented by NC Theatre
  • Develop and maintain patron relationships; handle escalation of patron problems
  • Serve as lead ADA and Front of House contact for organization
  • Disciplined use of ticketing system, communication and patron relations
  • Support sales team in handling customer complaints and enquiries; help to correct incorrect orders
  • Daily balancing and reporting of season and single ticket sales and donations
  • Regular work on nights and weekends during show time at sales table or in Box Office; management of sales table in lobby; may also require night and weekend work during specific campaign times
  • Providing assistance to patron services team in handling inbound sales during busy times
  • Monitoring random calls for quality assurance and sales training opportunities
  • Forecasting and analyzing sale data; regular reporting to Director of Sales
  • Managing sales table outreach event opportunities
  • Upkeep and distribution of leads
  • Create and execute team incentives to maximize revenue
  • Establish trade agreements with partner organizations or companies for expense relief on incentives
  • Support Director of Sales otherwise as needed
  • Meet regularly with revenue and marketing teams to ensure alignment of messaging and campaigns
  • Provide exceptional customer service
  • Contribute to the team & enjoy NC Theatre performances!
North Carolina Theatre is a fluid and rapidly changing organization. This position profile reflects the general nature and level of work assigned to the role. It does not restrict management’s rights to reassign duties or responsibilities at any time based on business needs if the work is similar, related, or a logical assignment to the position.
  • Minimum 1-2 years managing a team
  • Minimum 1-2 years in arts administration, fundraising or ticket sales
  • Strong sales, communication and people skills
  • Bachelor's degree
  • Proficiency in MS Office: Word, Excel, Powerpoint and ability to adapt to new technologies
  • A positive, "can-do" attitude and work ethic
Preferred but not required:
  • Familiarity with Archtics (Ticketmaster) database and ticketing system

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