Audience Services Manager - Northern Stage

Audience Services Manager Job Description

Department: Sales and Marketing

Reports To: Director of Sales & Marketing



Summary:

Northern Stage in White River Junction, VT seeks an experienced Audience Services Manager to maintain all Front of House Operations. Northern Stage is a LORT D regional professional theater, and will produce 4 main stage shows, 4 educational productions, and 4-6 other events in the upcoming season. The Audience Services Manager reports directly to the Director of Sales & Marketing, and serves as the company’s primary Box Office representative.



This position is responsible for the full customer experience, engaging and stewarding patrons at every point of encounter with the organization. Coordinating with the Director of Sales & Marketing, this position is also responsible for the scheduling of all Front of House staff, including volunteer ushers, house managers, and box office representatives. The ideal candidate should have an excellent track record of customer service and be an organized self-starter with positive energy, and full commitment to the long-term success and growth of the company.



Due to COVID-19, the responsibilities for this position are outside of the normal scope of work as we make our way back to full operation. The health and safety of Northern Stage employees is and will continue to be our top priority.



We believe the most important and impactful art is made when we consider and commit to inclusion, diversity, equity, and access both on and off of our stage. We highly encourage folks who are Black, Native or Indigenous, People of Color, Queer or Trans, Poor or Working Class, Disabled, Young, Elderly, and/or who speak English as a second language to apply.



Responsibilities Include:

-Communicating, scheduling and training volunteer ushers, house managers and part-time box office representatives

-Processing all ticket requests

-Creating ticketable events, subscriptions, reports, and mailing lists in CRM database

-Ensuring the cleanliness and integrity of CRM database

-Maintaining high-level customer service procedures and responsiveness to patron requests

-Communication as the Access Coordinator, answering questions about access services that Northern Stage offers and coordinating access initiatives

-Preparing and communicating pre-performance informational messages for ticket holders

-Troubleshooting all ticket problems and ticket buyer complaints

-Assisting with concession operations

-Executing weekly financial deposits and credit card disbursements

-Ensuring consistency and cleanliness in Northern Stage’s public spaces

-Devising, implementing, and enforcing patron health and safety protocols

-Knowledge of company schedule and event calendar

-Participation in company-wide calling campaigns



Qualifications:

-Previous Box Office or customer service experience

-Excellent communication and writing skills

-Ability to work well independently and in collaboration with others

-Ability to take initiative, prioritize, multi-task, and work efficiently and accurately with attention to detail

-Proficiency in Excel and Google Workspace

-Experience with PatronManager CRM or comparable programs

-A friendly attitude and passion about live theater



This is a year round, full time, salaried position beginning April 2021. Compensation is competitive and commensurate with experience. Northern Stage housing (studio or two bedroom apartment) may be available to rent if desired.



HOW TO APPLY

Please submit the following materials to Ryan Klink, Director of Sales and Marketing, through Submittable: https://northernstage.submittable.com/submit/189519/audience-services-manager

-Resume

-Cover Letter

-Three (3) professional references

To learn more about Northern Stage, please visit our website: www.northernstage.org. No phone calls, please.