Associate Director, Box Office and Audience Experience

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 Marketing, 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 customer service challenges, rooted in strong experience with 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 staffing and onboarding strategies of the team of 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
-Proofread printed materials for accuracy, as necessary, with special attention to correct dates, pricing, and event breakdown according to series

REQUIREMENTS:

-3-5 years+ of box office and ticketing experience with significant supervisory experience.
-Strong knowledge and experience with customer relationship management (CRM) and ticketing software. Experience with Tessitura 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 team environment.
-Thorough knowledge of successful customer service techniques and the value of quality customer service. Excellent verbal communication in person and on the telephone.
-Proficient use of Microsoft Office Suite. Ability to summarize data and information for high-level reporting.
-Ability to maintain composure and diffuse difficult situations with external and internal contacts.
-Ability to keep data confidential.
-Commitment to the St. Louis Symphony Orchestra’s mission and programming. Knowledge of or background in orchestral 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.

Please apply via the career page of our website HERE.