Oversee development and implementation of overarching customer experience strategy:

• Oversee operational/system set-up through every touchpoint to ensure best in class customer experience.

• Ensure that all customer inquiries and complaints are handled effectively and within established customer satisfaction policies. Regularly track and analyze customer inquiries and complaints to determine weaknesses and develop solutions to optimize operating environment.

• Deliver high quality service in a cost-effective manner and increase total revenue streams through the integration of all customer touch points. Work closely with other Marketing functions to develop new sales channels and customers, and maintain consistent customer interaction regarding messaging and brand identity.

• Identify top-tier aspirational benchmarks and find training opportunities for staff to increase customer loyalty by providing quality experiences (understanding season and offerings, networking with top industry peers in entertainment/cultural/hospitality, recommending courses, speakers, books, webinars).

• Share audience surveys and secret shopper feedback with staff; provide leadership to continually improve the customer experience (subscription and single ticket sales process – three separate touch points, 4 times/year).

• Provide leadership to continually improve the customer experience (subscription and single ticket sales process and all customer touchpoints).

• Work with CMO and market researcher to identify satisfaction metrics, motivators and barriers to attendance; use results to guide improvements to the customer experience.

• Evaluate progress based on loyalty and satisfaction metrics (renewal and reactivation rates for subscriptions, new to file retention and multi-buyer rates for tickets, and net promoter scores).

• With Company Manager, act as liaison between the Ballet and the venue with regards to customer service and in-venue needs. Communicate any service issues to the Front of House Manager.

• Work effectively with venues to develop a strong partnership to meet revenue and budget goals and maintain good employee relations.

• Work closely with IT and Director of CRM & Data Services to continue improving and updating ticketing and retail operations.

• Support interdepartmental teams with interpretation and utilization of CRM data.

• Attend interdepartmental team meetings and serve as team leader for Tessitura oriented projects, to ensure enterprise-wide consistency of standards.

• Stay abreast of latest technology, trends, and best practices.

Evaluate the Call Center and ROI on an ongoing basis:

• Closely monitor sales and expenses, tracking by category (single tickets, multi, new, renewing subscriptions) and recommend improvements.

• Work with Call Center Manager to create a tracker for aggressive goals based on historical sales and peer performance, as well as specific promotions and calendar anomalies.

• Constantly improve close rate and upgrades; determine most cost-effective staff incentives.

• Serve as a key Tessitura expert and power user across the Ballet. Work with IT to ensure the integrity of the database and all Box Office-related attributes and constituencies.

• Ensure/oversee quality of season set-up, renewals, and venue builds.

• Oversee all development and implementation of customer service policies and procedures. Work with staff to create effective up-selling processes for ticket and retail sales.

• Develop and maintain an effective department through proper selection, training, assignment, and performance management of personnel.

• Collaborate with marketing/website role to support both internet sales and customer engagement goals.

Minimum 10 years progressive business and management experience with strong experience in sales/customer service in medium to large venue/event management (cultural performing arts, college, sports, entertainment, etc.) environment. Must have strong ticketing and subscription-based sales management experience.

• Track record of successful experience implementing and improving customer data/relationship/sales areas of business, preferably with high-end customer base.

• Strong communication skills

• Excellent problem-solver and critical thinker.

• Computer proficiency with strong financial/work flow analysis skill.

• Solid leadership and management skills with demonstrable ability to hire, train, develop, and motivate full time staff size. Must have effective delegation and organizational skills.

• In-depth knowledge of ticketing applications, preferably Tessitura.

• Excellent written and verbal skills with ability to effectively present and influence up, down and across the organization in both formal and informal business settings.

• Demonstrated ability to lead teams and to participate effectively as a team member.

• BS in business management required; MBA preferred. A combination of education and related work experience may be considered as a substitute for the education requirement.