Patron Services Manager, Gambrell Center for Arts

Queens University of Charlotte•Charlotte, NC

42d

About The Position

The Patron Service Manager ensures an exceptional patron experience for the Gambrell Center for the Arts by anticipating patron needs, exceeding expectations, and creating a "wow" factor for guests. This position reports to the Executive Director of the Gambrell Center and manages a comprehensive set of responsibilities (marketing, ticket office, volunteers, and donor relations) to ensure the comfort and safety of guests. The Patron Services Manager is responsible for establishing and implementing financial and operational procedures necessary to manage annual ticket sales, event volunteers, and walk-in inquiries. This role requires a dependable, self-motivated, conscientious individual capable of organizing a professional box office that delivers a high level of personalized customer service in a high-traffic not-for-profit environment. The work is detail-oriented and varies greatly from day to day, given the ongoing organizational transition to a fully staffed, operating facility. This full-time position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay or compensatory time off for additional hours worked.

Requirements

Two years of management, customer service, and staff supervision experience, Box Office experience preferred.
Two years of computer experience - Access, Word, and Excel skills a plus.
Proven skills in recruiting, selecting, and developing a cohesive, high-performing team.
Effective skills in budgeting, planning, and scheduling.
Demonstrated an organized and unflappable approach to work.
Creative problem solver able to work effectively and efficiently with minimal supervision
Strong team player and positive can-do approach to work and challenges.
Proven experience fostering a professional work environment that encourages teamwork and promotes diversity and inclusivity.
Excellent verbal, written, interpersonal, and customer service skills and experience interacting with multiple and diverse constituencies (patrons, vendors, faculty, staff, community partners).
Demonstrated organization and follow-up/follow-through skills to ensure objectives are met within established timeframes.
Well-developed attention to detail, accuracy, and timeliness to effectively prioritize assignments and competing demands to meet given deadlines and objectives.
Possess high levels of professional acumen, judgment, and leadership to serve in a variety of capacities, as needed, in the absence of the Executive Director.
Proven ability to work effectively independently and as a member of a team.
Bachelor's degree or equivalent combination of experience and education.
Must be willing and able to work a flexible schedule to meet the requirements of the position, including early mornings, nights, weekends, and holidays.

Responsibilities

Oversee all Box Office operations - processing single, season, and group ticket orders in a timely and accurate manner.
Establish procedures and policies that ensure excellent service to patrons, subscribers, donors, volunteers, and patrons with special needs.
Manage Box Office computerized ticketing system, set up events, reports, and maintain accurate patron and donor records.
Maintain membership database, send out renewals, and prepare monthly membership reports
Work with the Executive Director to develop and implement marketing strategies that generate ticket sales, ad sales, and media trades that meet budgeted income goals. Cultivate new audiences through target marketing initiatives. Promote facility use.
Work with Marketing on mailing lists, customer service, and special sales programs.
Work with facility renters to set up effective box office services.
Research artists, art forms, and industry and community trends, and educate staff.
Assist with implementing corporate and media sponsorships.
Create and manage an engaging social media presence on all platforms and protect the organizational brand. Ensure the theatre and events are accurately represented in the Media.
Greet and direct walk-in traffic. Coordinate with the Executive Director for consistent window and phone coverage during business hours.
Enforce theatre policies and procedures and implement safety/emergency procedures.
Schedule, train, and supervise seasonal box office clerk(s) to ensure competency in all computer, financial, and customer service operations.
Recruit, train, and schedule volunteer ushers, ticket takers, and bag checkers. Supervise and manage the Volunteer program.
Schedule, train, and supervise part-time staff and house managers.
House management and event coordination duties as needed.
Establish and enforce box office procedures that ensure financial accountability for all staff
Work closely with the campus finance office to ensure all required fiscal requirements are met for tax, auditing, patron, and internal reporting and control.
Create weekly, show, and annual reports for settlement, fiscal control, and general box office reporting.
Other duties may be assigned as needed to achieve the Gambrell Center and university goals.