POSITION SUMMARY
The Patron Services Manager is a front-line ambassador for Washington Performing Arts, and a key partner in engaging new audiences, achieving earned revenue goals, and ensuring top tier values-driven customer service.
The ideal candidate will be passionate and knowledgeable about the arts (specifically music), inquisitive, driven, possess a positive attitude and be absolutely committed to providing exceptional, gracious customer service to diverse audiences. The position reports to the Director of Marketing, Communications & Creative Media and has one direct report. The schedule includes a mix of daytime and evening hours, consistent with the schedule of performances and special events, which are held at multiple venues throughout the Capitol Region.
Under the supervision of Washington Performing Arts’s Director of Marketing, Communications & Creative Media, the Patron Services Manager is a primary brand ambassador to our patron community and a key member of our front-line patron services team. They are responsible for the daily and seasonal operations of the Washington Performing Arts Patron Services Office, and contribute to the Marketing, Communications & Creative Media Department’s priorities to:
• Help reach the annual earned income goals.
• Build loyalty within Washington Performing Arts’s patron community by providing high quality and well-rounded customer service.
• Increase the public’s participation in Washington Performing Arts’ wide range of artistic, education, and community programs.
• Enhance the public’s awareness and understanding of Washington Performing Arts’s institutional identity.
Essential Duty #1: Marketing/Promotion/Sales for live programming
Percentage: 60%
Patron Services & Individual Sales
• Lead Patron Services to achieve annual sales goals.
• Track and analyze sales data to inform strategies and tactics to achieve goals.
• Interface with partner venues to monitor sales progress, inventory, and receipt of customer lists.
• Manage sales and security functions of the Tessitura database for the organization.
• Execute all aspects of season and performance builds, including launch of subscription and single ticket sales, performance close-outs, etc. in the Tessitura system.
• Coordinate subscription and sponsor sales with colleagues in Advancement.
• Process internal/external ticket and subscription orders, adhering to Patron Services policies and procedures.
• Manage ticket releases and holds for internal departments.
• Develop and maintain Patron Services policies and procedures, and resolve patron issues and complaints. Refer patron issues/complaints that exceed Patron Services Manager’s authority to Director of Marketing, Communications & Creative Media.
• Respond to patron feedback via surveys, direct e-mails, and other channels, referring issues outside the Patron Services Manager’s scope or authority to the Director of Marketing, Communications & Creative Media and/or the Advancement Department, as appropriate.
• Participate in the development of improved processes to provide optimum accuracy, streamline operations, and enhance standards.
• Train interdepartmental staff and interns in Tessitura ticketing functions as necessary.
• In collaboration with the Director of Marketing, Communications & Creative Media, explore and implement new methods of enhancing the Washington Performing Arts patron experience.
• Recommend creative strategies for establishing sales campaigns, promoting individual events to increase earned revenues and organizational visibility.
• Regularly monitor emerging sales/ticketing trends and technologies, and communicate new opportunities to the Director of Marketing, Communications & Creative Media.
• Participate in regular Marketing, Communications & Creative Media team meetings, and other departmental or all-staff meetings as required.
• Participate in conferences and career development events as a representative of Washington Performing Arts as needed.
Grassroots Marketing & Individual Sales
• Cultivate future patron groups and/or group sales purchasers via direct outreach, based on general affinity with Washington Performing Arts programming and/or affinity with specific events/programs.
• Manage and extend current group sales relationships.
• Build and maintain list of partners for complimentary ticket offers
Essential Duty #2: Customer Service Leader and Box Office Manager
Percentage: 30%
• Patron Loyalty: sustain and build patron loyalty by stewarding premier customer service through the Patron Services team, and ensuring organizational values are embedded within all policies and procedures (the “Patron Journey”).
• Brand Ambassador: serve as a primary brand ambassador to current and potential patrons by providing highest level of service and communication via digital, telephone, and (when possible) in-person interaction.
• Equity & Inclusion: ensure that all ticket buyers, guests, staff, artists, and visitors who interact with the Patron Services team experience a welcoming and inclusive environment.
• Front of House support: staff Patron and Will Call tables at performance venues the day/evening of the performance. Ensure organizational materials are available and set up at each event. Respond quickly and efficiently to assist with patron interactions and last-minute ticketing requests and troubleshooting.
• Share knowledge and learning: drive discussions of improvements that may strengthen patron communications and services.
• Manage and motivate team: hire, schedule, train, and mentor Patron Services staff to ensure efficient and effective ticket sales and customer service. Ensure all shifts have adequate coverage for business needs.
Essential Duty #3: Budget Management
Percentage: 10%
• Security & Confidentiality: maintain a secure digital and physical environment for financial transactions and patron information sharing.
• Reports: Provide regular sales reports and analysis to Director of Marketing, Communications & Creative Media; coordinate internal ticket sales reports for submission to Chief Financial Officer or in preparation for performance reconciliation.
o Assist with show closing reconciliations.
o Manage revenue sales goals and generate accurate reports that reflect sales.

Minimum Qualifications:
• Knowledge of the performing arts and 3-5 years of professional experience, preferably in non-profit performing arts and marketing or patron services
• In-depth knowledge of and substantial professional experience with CRM software (Tessitura preferred); working knowledge of SQL and/or web API interface preferred
• Outstanding organizational and multi-tasking skills, with proven track record of meeting deadlines
• Experience engaging with the public in a sales or promotional capacity
• Strong empathetic customer service mentality
Essential Capabilities & Preferences
• Detailed and results-oriented supervisor and collaborator, providing team members with guidance and removing obstacles as they work to achieve their own objectives
• Background in the performing arts (as practitioner, staffer, scholar, and/or enthusiast)
• Knowledge of Microsoft Office suite
• Proven record of success in a high-volume, multi-tasking patron-service environment