Patron services manager

Position Description and Responsibilities

• Manage all box office activity, processes, and procedures including subscription fulfillment, single ticket and group sales, telemarketing campaigns, and patron correspondence. The Patron Services Manager is the first line of contact with LACO patrons and is an essential component of the audience experience. LACO patrons should have a sense of trust, clear communication regarding transactions, and service with a personal touch.
• Maintain the highest standard of service at all times while interacting with patrons.
• Become the primary user for Patron Manager, LACO’s CRM and ticketing software; responsibilities include: creating houses and seat maps, managing tickets, maintaining audience data, tracking single and subscription sales, and running key reports.
• Work closely with the marketing team to support building the season production calendar, proofing marketing materials, setting sales revenue goals, administering sales initiatives, and ensuring marketing materials accurately reflect inventory on sale.
• Design and schedule the reports necessary to monitor progress toward goals and comparisons with prior seasons.
• Design and manage input of each season’s prices, packages, and discounts into the ticketing system and maintain a clean and updated database.
• Establish venue box office relationships with key personnel where LACO performs.
• Monitor house inventory and manage inventory with third-party ticket vendors.
• Manage financials including daily reconciliation of box office revenue, weekly- and event-based reconciliation and preparation of cash and check deposits, ongoing reconciliation of 3rd party payments, outstanding balance reports, missing allocations and account information.
• Run reports and conduct data analytics that use the patron database to better understand the company’s audience.
• Manage LACO’s mobile box office at events: prep and manage ticketing and Will Call at performances; work with FOH manager and audience services to create a professional and welcoming patron experience at events.
• Ensure accuracy of transactions and compliance with policies and procedures.
• Schedule and manage part-time box office employees as needed during Box Office hours.
• Other duties as assigned.

Qualities and Qualifications of an Ideal Candidate

• Highly organized and detail-oriented
• Exceptional communication and interpersonal skills
• Strong spirit of collaboration
• Proficient with Microsoft Word and Excel, and email
• 4 years’ experience in relevant field with including staff management and customer relations
• Experience with ticketing/CRM software required
• Experience in non-profit or performing arts sales, database management and/or box office
• Demonstrates a commitment to equity, diversity, and inclusion initiatives and values
• Enthusiasm to learn and grow in a fast-paced environment
• Must be available to work onsite for LACO’s 2022/23 concert schedule on evenings and weekends

To apply, please email a resume and two references to Mark Rice (markrice@laco.org) by December 23, 2022, subject line BOX OFFICE MANAGER [your name].

Start Date: Immediate

Hours: Full Time, non-exempt

Compensation: Commensurate with experience, salary range $55k-$65k/annually

Benefits:

• Medical and dental insurance after 30 days of employment
• 9 paid holidays, plus 2 floating holidays
• Paid vacation and sick time
• Employee 401k benefit plan

The Job Environment

Los Angeles Chamber Orchestra is a producing performing arts organization that performs in venues across Los Angeles. This is a full-time, non-exempt position and is 40 hours a week with some planned overtime. During the performances season (September–May), some night and weekend work is required. Valid driver’s license is required. Current and complete COVID-19 vaccination, with booster, is required and a condition of employment

LACO has a hybrid work week, with 3 regular days required at our Downtown L.A. offices. A primary laptop computer is provided along with allowance for at-home internet reimbursement.

Los Angeles Chamber Orchestra is proud to be an equal opportunity employer. We encourage applications from individuals with diverse backgrounds, and actively engage in organizational reforms toward creating an inclusive work environment for all employees. We will not discriminate and will enact measures to ensure against discrimination based on race, color, gender, gender expression/identity, national origin, age, religion, creed, disability, veteran’s status, criminal conviction, or sexual orientation.