Box Office & Customer Experience Manager

Ticketing & Box Office Operations

Oversee all ticketing and box office operations, ensuring accuracy, efficiency, and excellent customer service.

• Manage ticketing systems, event configurations, inventory controls, pricing structures, discount programs, and access management.
• Establish and maintain policies related to ticket sales, exchanges, refunds, transfers, upgrades, and complimentary ticket distribution.
• Monitor ticket sales performance and identify opportunities to optimize revenue and attendance.
• Ensure compliance with organizational, financial, and regulatory requirements related to ticketing operations.
• Cook up event-day box office operations, including staffing, guest flow, and issue resolution.
• Coordinate event setup requirements related to ticketing, guest check-in, signage, and access control.

CRM & Customer Data Management

Manage customer relationship management (CRM) systems and audience databases.

• Maintain data integrity, reporting accuracy, and compliance with privacy and data governance standards.
• Collaborate with marketing and revenue teams to support audience segmentation, retention initiatives, and targeted communication campaigns.
• Analyze customer behavior, purchasing patterns, and engagement trends to inform business decisions.
• Develop reports and dashboards that provide actionable insights regarding customer engagement and ticketing performance.
• Identify opportunities to improve system functionality, automation, and customer communication workflows.

Customer Experience Leadership

Develop, implement, and continuously improve customer service standards and guest experience strategies.

• Foster a customer-first culture that reflects the organization's mission, values, and brand standards.
• Monitor guest satisfaction metrics and implement initiatives to improve customer experience outcomes.
• Serve as the primary escalation point for complex customer concerns and service recovery situations.
• Identify opportunities to enhance the guest journey through process improvements, technology, and staff development.
• Collect, analyze, and communicate customer feedback to leadership and cross-functional teams.
• Ensure consistency in customer interactions across all communication channels and event environments.

Qualifications

• 3–5+ years of experience in box office, ticketing, and/or customer experience within live entertainment, events, hospitality or a related field.
• Prior experience with Salesforce, Universe, Ticketmaster, Tessitura, Eventbrite, or similar platforms.
• Experience managing customer experience metrics and reporting.
• Experience directly supervising and developing employees.
• Strong customer service and conflict-resolution skills.
• Prior experience working with CRM, ticketing, or customer management systems preferred.
• Strong organizational, analytical, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Able to work effectively in high-pressure, fast-paced environments.
• Flexible schedule availability including nights, weekends, and holidays.