Ticketing and Patron Services Manager

Job Details:

Salary: $40,000 - $45,000/year plus benefits 

Job Type: Full-time + Benefits

Location: Lincoln Park Performing Arts Center, One Lincoln Park, Midland PA 15059

Reports To: Director of Marketing

Travel: Occasional travel to different community events or training seminars

Job Summary:

• Work alongside the Director of Marketing and the Producing Artistic Director to maximize both revenues and patron experience satisfaction through smart, effective, and efficient ticketing operations, aligned with marketing and sales strategies, while consistently facilitating positive relationships with all internal and external stakeholders and guests.   

Ticketing Responsibilities:

• Work to master all technical aspects of the AudienceView system, serving as the primary point of contact for all ticketing activities, processes, challenges, and opportunities on behalf of Lincoln Park Performing Arts Center. 

• Devise seating plans for each production while understanding the intricacies and time restrictions for each production.  

• Work with the Director of Marketing to develop ticketing, pricing policy, and strategy.  

• Promote audience development alongside the Director of Marketing. 

• Manage all Subscriber/Patron communications, including but not limited to personal engagement, show update correspondence and pre-show emails.   

• Serve as liaison to Charter School regarding all school events, ticketing, on-sale dates, website sale functionality, and show logos/artwork 

• Develop, administer, and manage the ticketing system in line with company policy and ‘best practice’ procedures and recommend improvements and updates as required to ensure best use of the latest technology.  

• Train new staff members in AudienceView 

• Manage ticket scanners and coordinate scanner training needs with Front of House staff and volunteer ushers 

Data Management & Reporting Responsibilities:  

• Prepare and provide all key Lincoln Park associates (CFO, Producing Artistic Director, Director of Marketing) with daily ticket sales and revenue reports for all Lincoln Park Performing Arts Center and Charter School shows. 

• Prepare and provide all key Lincoln Park associates (CFO, Producing Artistic Director, Director of Marketing) with show summary ticket sales and revenue reports. 

• Prepare and provide CFO with post-show ticket report and all affiliated paperwork and receipts. 

Subscriber and Patron Services:  

• Coordinate Subscription Series renewal program working closely with the Director of Marketing and Producing Artistic Director  

• Oversee and program Premium and Flex Subscription Packages  

• Renew/save all returning Subscriber packages with great attention to detail and customer service practices  

• Assume ownership of Subscriber/Patron database, profiles, and all critical information 

• Create and mail returning Subscriber renewal letters with season announcement booklets  

• In concert with Marketing Team, develop and implement annual Overture Reception for returning Subscribers  

• Collaborate with Box Office manager to develop and implement Box Office Staff Training and Updates in conjunction with Subscription renewal and season announcement  

• Manage and personally address all Subscriber technical and ticket sales issues, working with all parties to promptly resolve all problems and give attentive, personalized Subscriber care  

Event Responsibilities:

• Assist in the development and implementation of all Lincoln Park show presentation and experience activities 

• Assist in the development and implementation of all Lincoln Park special events 

• Oversee all Gala ticketing operations, seating map, and Silent Auction activities 

• Ensure availability to work show nights and provide event support as necessary.  

Administrative Responsibilities:

• Maintain good working relationships with all Box Office employees.  

• Collaborate with front-of-house to ensure a seamless and positive team and patron experience 

• Work in conjunction with the Marketing Team to proof marketing materials and ensure that promotions are set up and communicated to patron services staff. 

• Working alongside the Director of Marketing, Producing Artistic Director, and the Technical Director to create and maintain accurate and up-to-date auditorium maps, ensuring all relevant departments are consulted regarding pricing, numbering, and other information.  

• Maintain patron database mailing lists, email lists, and oversee direct mailing processes  

• Participate in departmental and company meetings.  

• Carry out any other duties that may arise to fulfil the main objectives of the position and the mission of Lincoln Park Performing Arts Center. 

Minimum Qualifications:

• Significant box office system experience  

• The ability to work with a range of people with sensitivity and respect  

• Excellent communication skills  

• Experience of sales and financial reporting  

• Excellent problem-solving skills  

• Enthusiasm and flexibility 

Preferred Qualifications:

• Experience working with ticketing software

Required Education:

• High School Diploma Required 

Preferred Education:

• A 4-year degree or 5 years equivalent experience

Required Certifications/Licenses:

• Valid Driver’s License

Physical Requirements:

• Ability to work long hours, i.e. a 40-hour week plus occasional weekends and evenings, as determined by the season’s schedule. 

• There is frequent need to stand, walk, carry items, climb stairs, balance, kneel, occasionally lift objects up to 25 pounds, during the workday. 

Benefits:

• Medical, Dental and Vision insurance (100% employer paid) 

• Short-Term and Long-Term Disability insurance (100% employer paid) 

• Life insurance (100% employer paid) 

• 401k Retirement Plan with a company match up to 5% 

• Paid Time Off 

• Paid Holidays 

An essential function of this position is the employee’s full-time attendance and physical presence within the Center. 

Responsibilities and time allocation may change over time to meet the needs of Lincoln Park Performing Arts Center and can include other duties as assigned. 

Candidates must be able to pass a background check. 

Interested candidates should submit a resume to Josie.booth@lppacenter.org.