Director of Ticketing & Venue Engagement

Duties and Responsibilities

• Organizational Background
• Job Description
• Requirements

The Count Basie Center for the Arts, founded in 1926, is New Jersey’s premier center for the cultural arts. The Center is committed to being a diverse, equitable, and inclusive (DEI) performing arts organization, with a staff DEI task force and a board DEI committee.

The Count Basie Center is dedicated to creating an inclusive environment where all who visit can feel welcome and comfortable. The Center believes that everyone should have access to the enriching experiences that the arts offer.

About the Role

Reporting to the Chief Operating Officer, the Director of Ticketing & Venue Engagement oversees the ticketing operations for two on-site venues and manages all customer service issues. This role collaborates with the Operations, Marketing, and Development departments.

Responsibilities

• Programming and monitoring the ticketing system
• Tracking daily sales and deposits
• Providing excellent customer service to all theatre patrons, external clients, and ensuring revenue opportunities are maximized
• Cooking and communicating on-sale timelines, presales, show announcements, and artist management requests
• Leading by example and providing high-level customer service to all guests, vendors, clients, and staff
• Supervising and providing leadership to the Box Office Manager and Box Office staff
• Acting as systems administrator for the ticketing system and liaison between staff, promoters, presenters, and the facility
• Preparing, conceiving, and delivering ticketing reports and lists in coordination with the Marketing team
• Performing event set-up and administration of events in the ticketing software for all Basie Center venues
• Facilitating night-of-show settlements in multiple venues with artists/managers in the absence of the Operations management team
• Developing sales strategies, including group sales, series, promotional offerings, etc.
• Creating and monitoring a customer service resolution tracking program to ensure every guest has a positive experience at the Basie Center
• Maintaining documentation and training material on Box Office policies and procedures
• Managing and relaying all ticketing-related event information to each department and client as needed
• Hiring, managing, training, motivating, and scheduling Box Office staff
• Setting up, coordinating, and executing VIP/Fan Club/Presales with third-party ticketing agencies, artist management, agents, etc.
• Supporting the Box Office Manager in handling special needs and ADA Accessibility compliance as it pertains to ticket sales
• Modeling professional and expert customer service and developing a training program for Box Office personnel in customer service standards
• Reconciling any issues between ticket sales and the financial department, including shortages or overages in cash drawers, chargebacks, etc.
• Creating reports and lists at the request of department heads

Qualifications

• Minimum 6 years Box Office experience required
• Minimum 4 years managerial experience required
• Previous experience with Ticketmaster, AXS, or Tessitura required
• Previous experience simultaneously managing ticketing operations for multiple venues required
• Excellent organizational skills with the ability to work in a collaborative environment, prioritize, and manage multiple, ongoing projects
• Proficiency in Microsoft Office applications and word processing, spreadsheets, database, presentation, PowerPoint, and Internet software
• Superior customer service skills with the ability to resolve issues efficiently and effectively for internal and external customers, frequently in a time-sensitive environment
• Excellent written and verbal communications skills
• Ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment