Audience Engagement Manager - Theatre Horizon

Norristown PA

22 June, 2021

5:49 PM

Description

Title: Audience Engagement ManagerCommitment: 35 hours/week Salary: $35,500 Job Reports to: Managing Director Job Summary: The Audience Engagement Manager oversees the operations of the Theatre Horizon patron experience to optimize ticket sales while delivering exceptional customer service focused on kindness and accessibility for all. This role is expected to field inbound purchases and customer service calls expertly, process ticket orders and respond to customer correspondence. The Audience Engagement Manager is responsible for managing the office and the activities and duties of the Front of House Staff, including volunteers. Additionally, as Marketing Coordinator, they are responsible for the development and creation of all marketing materials and communications with patrons. With a $1 million annual budget, Theatre Horizon produces an ambitious season of plays, musicals and concerts for the general public, while educating nearly 1,000 children annually in the Philadelphia suburbs via our drama classes. Theatre Horizon is located in Norristown and serves a diverse array of stakeholders. Like most theatre companies in this moment, we are asking big questions about our purpose during and after the pandemic and are seeking to innovate in ways that prioritize our values. PATRON SERVICES: Patron Communications: Process ticket orders and subscription reservations.Answer phones, check voicemails, check emails in a timely fashion. Ensure that all patron requests are addressed within 24 hours.Go above and beyond to assist patrons, including coordinating with the Box Office Manager for patrons with specific needs.Communicate with audience members before and after every performance.Coordinate Accessibility Programs, including Assisted Listening Devices and Relaxed Performances. Maintain a superior proficiency in Patron Technology (PT):Maintain contacts, ticket inventory, and build and maintain all necessary information (including seating charts, discount codes, etc) and data in Patron Technology.Produce weekly, monthly, and quarterly reports using PT and historical data. Work with IT to fix website or ticketing issues when necessary. Front of House Management: Supervise, train, and oversee Box Office Manager and House Manager. Serve as Box Office Manager or House Manager alternate when necessary. Purchase concessions and manage concession inventory. Coordinate volunteer ushers.Office Management: Assist with credit card coding and deposits. Be on site for and coordinate rentals of the Theatre Horizon space. Give potential renters tours of the space. Responsible for collection/distribution of mail, supply ordering, janitor scheduling, entering bills and purchases into the Master Budget, and the organization of office and cleaning of the kitchenette. MARKETING: Responsible for meeting group sales goals. Generate and oversee all group sales, including serving as the onsite point person for any group sales related parties.Create and send all email communications to patrons using Mailchimp with guidance from the Managing Director. Maintenance of web content.Collect material for and drive the deadlines for all show Playbills.Ensure all playbill ads are included in the program, collect program ad income. Coordinate creation of marketing materials, including all postcards and the season brochure with assistance from the Managing Director and ensure deadlines are met. Pull patron reports in Patron Technology for postcard and season brochure mailings. Coordinate with contracted graphic designers - assigning deadlines, ensuring all graphics are delivered in a timely manner.Assist publicist with Social Media Management and content solicitation and creation - FB, Instagram, and Twitter.List all events on relevant listing sites and calendar listings. Work environment: We value work/life balance and maintaining flexible schedules. A combination of working in the office and from home may be possible. Theatre Horizon is dedicated to building an actively antiracist and creative environment. Compensation: This 35-hour/week position will be paid $35,500. We do not provide health insurance but all employees working 30 hours/week (or more) receive a $412/month stipend. Employees also receive complimentary tickets for all season productions, paid leave, paid vacation and holidays off. To Apply: Please submit the following items for consideration: cover letter, resume, and list of references. Email all materials to [email protected]. Please include “Audience Engagement Manager” in the subject line. Individuals from underrepresented groups are strongly encouraged to apply.