Patron Services Manager (Box Office and Database)

About the role

The Patron Services Manager oversees the Box Office and Database operations at Orlando Shakes, a leading professional regional theater company in Central Florida. Reporting to the Executive Director, this role involves supervising the Patron Services team, managing the CRM software, Spektrix, and providing data analytics to support decision-making.

Responsibilities

• Manage and supervise the Patron Services team, including training, policies, and procedures, and staff scheduling
• Administer the CRM software, Spektrix, including generating and maintaining production and program inventory, creating and implementing season subscription and individual ticket packages, and managing sales data
• Prepare and distribute reports including daily and weekly sales reports, financial transaction reports, and event reports
• Exercise confidence, kindness, and mentorship in speaking to and working with team members when something needs to be improved or retrained
• Respond to patron questions, concerns, or complaints, and manage difficult or emotional patron situations
• Manage Box Office budget and oversee financial settlement and accountability for all ticket sales revenue
• Oversee and assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a timely reply
• Exercise leadership presence during high demand periods and serve as Guest Services representative during performances and on an as-needed basis
• Avoid conflicts and resolve high-level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trust
• Assist with seasonal allocation of subscription tickets and mailings

Requirements

• Advance knowledge of event ticketing and CRM software, preferably Spektrix and DotDigital
• Strong computer skills with proficiency in Google Suite and Microsoft Office Suite
• Strong organizational skills with the ability to manage multiple projects and deadlines effectively
• Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners
• Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation
• Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging
• Ability to meet tight deadlines and work well under pressure
• Strong verbal and written communications skills
• Interpersonal skills and ability to work in an agile, fast-paced environment required
• Willingness and understanding to work flexible hours as needed
• Able to manage a variety of projects and requests quickly and efficiently
• Able to multi-task projects concurrently, while maintaining quality

Qualifications

• Bachelor’s degree in Business Administration, Accounting, Theater/Arts, Communications, or a related field and/or equivalent experience/training
• Minimum of 2-3 years of experience in a performing arts box office management, customer service, business administration role, including scheduling, hiring, and managing staff

Preferred Qualifications

• Two (2) years of experience managing a customer service department
• Familiarity with the art, culture, and/or entertainment (e.g. live events, professional or intercollegiate athletics, theme parks, etc.) environment

Education / Training

• Advanced knowledge of event ticketing and CRM software, preferably Spektrix and DotDigital
• Strong computer skills with proficiency in Google Suite and Microsoft Office Suite
• Strong organizational skills with the ability to manage multiple projects and deadlines effectively
• Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners
• Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation
• Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging
• Ability to meet tight deadlines and work well under pressure
• Strong verbal and written communications skills
• Interpersonal skills and ability to work in an agile, fast-paced environment required
• Willingness and understanding to work flexible hours as needed
• Able to manage a variety of projects and requests quickly and efficiently
• Able to multi-task projects concurrently, while maintaining quality