Box Office & Customer Experience Manager

Memoir Agency•Orlando, FL

10d•Hybrid

About The Position

The Box Office & Customer Experience Manager is responsible for the strategic leadership and day-to-day management of all customer service, ticketing, box office, and guest experience functions. This role ensures a seamless and exceptional guest journey across all touchpoints, from initial awareness and ticket purchase through event attendance and post-event engagement. The Box Office & Customer Experience Manager develops and maintains service standards, oversees ticketing operations, manages customer-facing technology systems, and leads front-line customer experience staff. This position serves as the primary advocate for guests while balancing operational efficiency, revenue objectives, and organizational goals. This is a SEASONAL position with an expected start date on or around August 1st and end date on or around January 8th. Opportunities to continue in full-time regular role beyond the expected end date may be available and not guaranteed or predicted. Who is The Memoir Agency? At Memoir we produce immersive events across the country, aiming to bring meaning to every place and every moment. We specialize in crafting irresistible experiences that spark wonder and forge deep connections. From epic live events to fully immersive environments, we transform stories into unforgettable realities—always aligning with our clients’ goals through imaginative, purposeful storytelling. Our core values guide everything we do: Imaginative – We dream boldly and create with vision. Healthy – We nurture well-being in our people, partnerships, and practices. Tenacious – We persist with grit and determination to achieve excellence. Collaborative – We succeed together through trust and teamwork. Caring – We lead with empathy and respect for all. Explore Memoir today: https://memoiragency.com/

Requirements

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.
Ability to work effectively in high-pressure, fast-paced environments.
Flexible schedule availability including nights, weekends, and holidays.

Responsibilities

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.
Coordinate event-day box office operations, including staffing, guest flow, and issue resolution.
Oversee event setup requirements related to ticketing, guest check-in, signage, and access control.
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.
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.