PERFORMANCE SANTA FE
January 6, 2023
Full job description

NOW HIRING: AUDIENCE SERVICES MANAGER AND BOARD LIAISON

Performance Santa Fe seeks a personable and motivated individual to serve as Audience Services Manager and Board Liaison. The position reports to the Executive + Artistic Director and is responsible for managing all aspects of customer service and audience experiences, as well as supporting Board and Board committee meetings. This full-time position is responsible for all aspects of the Box Office, including daily Tessitura operations, subscription sales, performance and event ticketing, and the volunteer program. The Audience Services Manager works closely with all departments to ensure smooth, safe, and fulfilling experiences for patrons at all PSF events. Due to the nature of the organization and position, the ability to work in the evening and on weekends will occasionally be required.

Responsibilities include, but are not limited to, the following:

Box Office and Tessitura Management – 65%

Serve as primary Box Office representative
• Provide superior customer service on phone, in person, and via online sales and at performances, assisting customers in making educated performance choices
• Communicate regularly with Production, Development, Marketing, and Education staff to assess hold needs for performances including production and artist holds, high level donor and VIP seating, press, promotional, and student needs
• Work with Executive Director to establish and enforce policies regarding ticket sales, complimentary tickets, returns, exchanges, and service fees both internally and externally
• Work with Executive Director to establish pricing and ticketing procedures and policies,
contributing ideas for improvements
• Manage patron databases, correcting duplicate accounts, updating information, and working closely with Development staff to manage patron and donor information
• Resolve and track patron ticketing-related requests and complaints
Serve as primary Tessitura manager, supporting Box Office, Development, and Marketing needs
• Build all performances, include pricing, scaling, and tracking information in the ticketing system, enabling both box office and web transactions for subscription, single ticket, special programs, and promotions, building print-at-home tickets, and all promotional web sales content
• Evaluate, test, and implement any ticketing-related database changes
• Ensure most up-to-date best practices are followed when utilizing Tessitura
• Pull reports for marketing and development needs
• Oversee donor and membership information in Tessitura, create the weekly revenue report and acknowledgment letters
• Work with Marketing and Communications staff to maximize subscriptions, ticket sales, and revenue by providing valuable feedback regarding marketing and promotional campaigns, sales- related issues, ordering and ticketing processes, and frontline communications with patrons
• Assist Marketing and Development with mailings

Other duties including but not limited to attending seminars, webinars, and other events as assigned

Theater Operations and House Management – 15%

• Facilitate prompt curtain times by expediting show-time sales and will call pick-up
• Work with venue staff in resolving seating issues
• Ensure box office and front-of-house policies are compliant with ADA regulations
• Ensure compliance with most up-to-date COVID Safe Practices
• Serve as House Manager for all PSF events, excluding at the Lensic and Santa Fe Opera
• Work in conjunction with venue staff to provide and ensure the highest level of customer service
• Oversee robust volunteer program in conjunction with assessment of staff needs for each PSF event including recruitment, training, and scheduling
• Work closely with Production staff to establish facility operations and ensure smooth, safe, and efficient audience flow at all non-conventional PSF performance spaces.

Board Relations – 10%

• Liaise with Board of Directors to provide general support, including but not limited to scheduling meetings, monitoring attendance, maintaining Board evaluation matrix, recording and preparing minutes and meeting agendas, distributing committee preparation materials
• Prepare Board orientation handbooks and materials

Office Administration – 10%

• Maintain highest level of professionalism and customer service at all times
• Provide general organizational support to ensure that the office operates smoothly (i.e., answer phones, order office supplies, maintain office equipment, etc.)
• Proof organizational collateral materials
• Maintain PSF shared calendar
• Analyze and identify ways to improve office processes and policies, and make recommendations to senior leadership
• Other clerical and administrative duties as assigned by the Executive + Artistic Director

Qualifications and Skills

• Bachelor’s degree strongly preferred
• At least three years professional ticket services and customer service experience
• Advanced knowledge of Tessitura required
• Familiarity with ADA compliance
• Knowledge of New Mexico COVID Safe Practices for live performances
• Experience managing staff and volunteers
• Experience with facilities management a plus
• Advanced proficiency in Microsoft Office Suite, particularly Word and Excel
• Strong familiarity with Gmail and various videoconferencing platforms
• Must be proactive and possess the ability to multi-task, think ahead, and anticipate organizational needs
• Focused attention to written detail and English language accuracy
• Must be able to prioritize and complete assigned tasks in a timely, efficient, organized manner
• Maintain positive, professional, and effective interpersonal and communications skills for a wide range of high-performing, demanding individuals and situations
• Must be able to navigate and maintain composure in high-stress situations as a representative of Performance Santa Fe; exhibit grace under pressure
• Flexibility and creativity suitable for a small nonprofit a plus
• Background in or knowledge of the performing arts a plus

Compensation and Benefits

• Performance Santa Fe offers a competitive compensation package commensurate with experience and ability, including health, vision, and dental insurance; discretionary 1-5% SEP IRA contribution; generous PTO and paid holidays.

To apply: send resume and cover letter expressing your interest in the position to Amy Iwano, Executive + Artistic Director, at iwano@performancesantafe.org.

Performance Santa Fe is an Equal Opportunity Employer.

About Performance Santa Fe

Performance Santa Fe has been bringing the very best of music, dance, and theater to iconic Santa Fe locations since 1937. Now in its 86th season, the organization upholds excellence in the performing arts and brings joy and enrichment to the community. Alongside its extensive performance season, the organization runs three dynamic, exciting, and inclusive educational programs for students in the community – Arts for Life, the Masterclass Series, and the Field Trip Series. PSF’s 2022-23 season brings 27 world-class performances to Santa Fe and celebrates the diverse possibilities of artistic expression. Learn more at www.performancesantafe.org.


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