Director of Ticketing

Blumenthal Performing Arts is a nonprofit arts organization managing six theaters in the city center of Charlotte, NC. The Blumenthal hosts the largest Broadway season in the Carolinas, 16 resident companies, including the Charlotte Ballet and Charlotte Symphony Orchestra, and produces its own festivals such as the Charlotte Jazz Festival and Charlotte International Arts Festival. Blumenthal’s mission is to present the best in the performing arts and in partnership with others, share and employ the arts as a major catalyst to strengthen education, build community cohesiveness and advance economic growth.

Job summary:
Inspire and motivate the BPA ticket sales/customer service team to deliver an exceptional customer service experience to patrons when making ticket and/or subscription purchases, make donations or request information through our call center, box offices and digital channels. Develop and implement processes, training, motivation/incentive programs; monitor patron satisfaction; recommend policies and procedures to better serve patrons while helping BPA achieve annual sales goals. Work with Senior Management in the researching, selection and implementation of applications to support the organization’s business model.

Duties and responsibilities:
• Manage the Ticketing Sales and Services Manager, Ticketing Operations Manager, Ticketing Systems Manager, and Guest Satisfaction Manager, as well as the Ticketing Supervisors team
• Assist as necessary with the processing of escalations related to ticket orders, informational calls, ticket distribution and event settlement documents
• Monitor, assist and direct inventory allocation and rebalancing with off-site box offices, including Ovens Auditorium, offsite festivals and Carolina Tix clients
• Work closely with Support Services and IT to ensure the ticketing system and other existing technologies are being fully utilized
• Research and brainstorm new ways to streamline or improve current processes
• Motivate, encourage, and empower both Support Services and Ticketing teams to think about how we leverage our systems and people to serve our audiences and clients. Offer guidance and solutions
• Identify technology solutions for staff training, scheduling, and other needs
• Develop and implement procedures to coordinate information between Programming, Technology and Marketing teams related to on-sales, on-going campaigns, special promotions and reports required for event settlements or specialized show requests
• Work closely with the Technology Service team to schedule relevant training, upgrade timing and implementation and other department related software research
• Communicate and resolve areas of concern related to technology and software system
• Monitor and measure guest satisfaction levels and recommend training when necessary, implement strategies to help the team deliver an outstanding experience to BPA patrons
• Research and recommend policies and procedures, facilitate training to ensure the ticketing team provides consistent responses that align with BPA’s goals and values
• Participate in the planning and execution of the annual season ticket marketing campaign; including strategy development, timelines and execution
• Plan, train and execute out-bound calling programs for season tickets and packages
• Work closely with Marketing Team on strategy, planning and execution of Group Sales marketing programs; oversee order processing, data maintenance and list pull activities
• Manage the departmental budget and project revenue and expenses for the annual budget and re-projection processes for the Ticketing and Group Sales budgets
• Work closely with the Marketing and Development Vice Presidents and other members of their teams to plan and implement sales strategy and new programs to drive organization revenue
• Work closely with the Pricing Associate to evaluate pricing and inventory hold strategy and provide input on sales trends and customer reaction
• Manage the Ticket Assurance program, including marketing strategy and customer retention and development/implementation of key business processes and decisions
• Responsible for the client recruitment and retention of Carolina Tix regional ticketing distribution service
• Closely monitor and report on online ticket reseller activities and recommend/implement policies and processes to ensure policy adherence
• Hire, terminate and document employee performance when appropriate
• Develop and oversee the overall department goals and strategies

Qualifications:
• Minimum of two years of college required
• Minimum of five years’ experience managing a venue ticketing/call center operation
• Strong verbal and written communication skills required
• Demonstrate ability to motivate and lead customer service and sales teams
• Direct experience and responsibility for budget oversight