Sales and Ticketing Manager - Lookingglass Theatre Company

POSITION: Sales and Ticketing Manager, Lookingglass Theatre Company

REPORTS TO: General Manager

CLASSIFICATION: Full Time, Exempt



Theatre Overview

As one of the country’s largest ensemble theatres dedicated to the creation of new work, Lookingglass Theatre Company seeks to redefine the theatrical experience and to make theatre more exhilarating, inspirational, and accessible to all. Founded in 1988 by a group of Northwestern University theatre graduates, Lookingglass moved into its permanent home in the historic Water Tower Water Works on Chicago’s Michigan Avenue in 2003. Now in its 35th Season, the Company is a respected source for story-centered theatrical work that is evocative, physical, and visually rich.



With a roster of 29 Ensemble Members and 22 Artistic Associates, Lookingglass productions are centered on ensemble with training in theatre, dance, music, and circus arts. Through its powerful, original theatre, the Company's goal is to fire the imagination with love, to celebrate the human capacity to taste and smell, weep and laugh, create and destroy, and wake up where we first fell—changed, charged and empowered.



Position Summary

The Sales and Ticketing Manager oversees all aspects of ticketing and data analysis for Lookingglass productions and events, pricing and sales reporting, membership sales, group sales, and customer service. This person has experience with data management, analyzing sales trends and developing reports to make insightful observations and strategic recommendations on pricing and practice.



The Sales and Ticketing Manager will work in conjunction with the Audience Experience Manager to manage the box office associates and front of house staff. Ensuring that all staff are fully trained on customer service as well as all Lookingglass policies and procedures for box staff.



Primary Duties and Responsibilities

Ticketing and Reporting

• Oversee all aspects of ticketing at Lookingglass through Lookingglass’ CRM platform, Spektrix, and act as chief liaison to Spektrix; keep up to date on newly available opportunities and troubleshooting ticketing issues

• Coordinate ticketing with HotTix, TodayTix, Goldstar, and all 3rd Party ticket vendors.

• Manage all aspects of daily ticket sales and reporting, including uploading daily reports to the business office, making daily bank deposits, reconciling report anomalies, third party ticket sales and total sales for each show.

• Track and disseminate accurate and up-to-date attendance and ticket sales data. Current reports include weekly cumulative sales emails, attendance reports, royalty reports, customer list generations, end of fiscal years reconciliation, trends reports, and all sales reports as needed by the Executive Director, General Manager and Director of Marketing or business office

• Collaborate with Director of Marketing on ticket prices, dynamic pricing, and promotional discounts, making strategic recommendations based on trends to optimize sales

• Work with the General Manager and Director of Marketing and other staff in the development of box office policies, performance schedule, hours of operations, hiring of staff and access initiatives.

• Collaborate with all departments on maintaining standards for CRM use and lead regular staff trainings

• Manage direct mail lists for mailings and fulfill list trade requests from other organizations via TRG and CRM database.

• Complete comp requests, including VIP comp requests, exercising discretion with house seats between departments and press requests.

• Coordinate with Director of Production to develop the seating chart specific to each production, to be built out within the ticketing system and approved by Director of Marketing, Executive Director and Artistic Director.

• Participate in organization-wide anti-racism work and incorporate an anti-racist lens into daily practice. Lookingglass recognizes that it has much to do towards being an anti-racist and a more equitable institution. This work, by the Board, Ensemble, and staff, is ongoing and is publicly reflected here: Anti-Racism, Equity, and Inclusion Statement – Lookingglass Theatre Company. (https://lookingglasstheatre.org/aeistatement/)



Box Office/ On Site Frontline Duties

• Manage, train, and supervise box office staff and provide box office support as needed, including selling tickets, processing subscription, group, and single ticket sales, and responding to emails and voicemails

• Model and provide excellent customer support through email, phone and in-person

• Troubleshoot mobile ticketing, ticketing software and ticketing hardware issues

• Provide on-site support for performances and special events

• Address customer issues that arise prior to performances with patience, efficiency and empathy

• Attend Lookingglass’ patron-focused events, such as Press Opening, Celebration Opening, Theatre Night Out, Season Kickoff, and others

• Complete CPR/First Aid Certification program, and Basset Certification

• Other certification as needed





Schedule Overview

The Sales and Ticketing Manager must be available to work evenings and weekends and work on site at the theatre. In general from the week before previews thru closing of a production, the schedule will be Wednesday thru Sunday from noon until one hour after curtain. When not in previews or performance the work week may be adjusted in discussion with the General Manager



When there are special events, including press or celebration opening, the schedule will be adjusted to support the needs of the events. This role will cross train as backup for Front of House management.



Qualifications

• Excellence in providing customer service

• Experience is supervising a team

• Experience in ticketing system or database management

• Experience providing analytical data reporting

• Excellent attention to detail

• Ability to meet deadlines and manage multiple projects simultaneously while prioritizing

• Attention to detail and accuracy

• Self-starter

• Passion or experience in the arts a plus

• Current COVID-19 vaccination is mandatory unless a reasonable accommodation is requested and granted in accordance with Lookingglass policy



The following items are physical asks of the position. Accommodations can be made, except as

indicated below.



• Ability to repeatedly ascend/descend stairs

• Ability to stand for long periods of time



Compensation

Compensation: $45,000



Benefits:

• Health Insurance (choice of PPO or HMO; Organization covers the cost of 95% of the HMO plan. If PPO plan is elected, staff members pays the difference between the PPO plan and 95% of the HMO plan. This is reevaluated annually in July with the adoption of the health plan).

• Vision & Rx plan;

• 12 paid holidays (including Juneteenth and Election Day);

• Vacation, Personal, Sick time-off , including birthday.

• In recognition of the unplanned costs incurred by working from home Employee may be eligible for a monthly reimbursement of $30.00 to be evaluated and paid quarterly. Eligibility will be based on the evolution of Lookingglass’ work from home policies and availability of and access to Lookingglass-provided work resources for this position, such as a brick-and-mortar office space.

• Lookingglass Theatre Company is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, genetics, or status as an individual with a disability. We welcome applications from all qualified applicants.



APPLICATION PROCEDURE

To be considered, please send cover letter, resume, and three references to Michele Anderson, General Manager, at manderson@lookingglasstheatre.org with “Sales and Ticketing Manager” in the subject line. Applications will be accepted until January 23, 2023


Salary: $45,000