Audience Services Director

Audience Strategy & Revenue Leadership

• Develop and implement strategies to increase attendance, patron retention, membership, and earned revenue.
• Partner with Marketing and Programming to establish sales goals and audience development initiatives.
• Analyze audience trends, purchasing behaviors, and customer data to inform organizational decision-making.
• Lead audience research initiatives and patron feedback programs.
• Develop strategies to improve customer experience across all audience touchpoints.

CRM, Ticketing & Data Management

• Serve as organizational lead for Patron Manager and audience data strategy.
• Establish CRM standards, documentation, workflows, and reporting protocols.
• Oversee ticketing operations, pricing implementation, package creation, and sales reporting.
• Develop dashboards and performance metrics for leadership and Board reporting.
• Ensure database integrity, compliance, and best practices.

Front of House & Patron Experience

• Oversee all front-of-house operations, including box office, concessions, volunteers, and audience services.
• Establish customer service standards and operational procedures.
• Lead accessibility planning and ADA compliance efforts.
• Manage escalated patron concerns and service recovery efforts.
• Ensure consistent and welcoming patron experiences across all events.

Leadership & Staff Development

• Directly supervise the Box Office Manager and Audience Services Associate.
• Provide leadership to Front of House Managers, concessions staff, and volunteers.
• Lead hiring, onboarding, training, scheduling systems, and performance management.
• Build a culture of accountability, collaboration, and service excellence.

Financial & Administrative Management

• Develop and manage departmental budgets.
• Monitor ticket sales, concessions revenue, and audience service-related expenses.
• Produce forecasting and revenue analysis reports.
• Support annual budgeting and organizational planning processes.
• Collaborate with Finance on reconciliation and revenue reporting.