The Ticket Services Manager provides wide-ranging supervision of the Carolina Performing Arts’ Box Office. This position, which reports to the Director of Marketing and Communications, manages ticket sales and services for all events in Memorial Hall, Gerrard Hall, and Historic Playmakers Theater as well as for CPA events held in other venues, including the James & Susan Moeser Auditorium located in Hill Hall. The Ticket Services Manager strives to ensure a positive patron experience and serves as the main point of contact for all ticketing-related customer issues. The responsibilities of this position can be divided into five primary areas: ticketing system management, customer service, sales, budget & financial management, and staff management.
The Ticket Services Manager will: build and manage performances, pricing, ticket scaling, information tracking and patron database in the Tessitura ticketing system; work with internal staff and Tessitura consultants/staff to produce custom reports and perform database maintenance, upgrades, and troubleshooting; serve as CPA’s point-person on Tessitura use and resources; determine and implement appropriate customer service policies and procedures to address customer requests, complaints, and challenges; assist Artist Relations and Development staff in providing VIP ticket services; establish and enforce policies regarding ticket sales, complimentary tickets, holds, returns, exchanges, and service fees; analyze reports of sales activity and other sales metrics and report on overall sales and marketing progress as well as notable sales trends, patron interactions and other information needed for formulate pricing and marketing campaigns; assist with Director of Marketing and Communication’s regular review of pricing, promotions and audience development;; set annual budget for the Ticket Services department and participate in monthly budget review meetings with CPA Business Office; track and cost code department expenditures and verify their accurate reporting in CPA’s financial tracking software; supervise the daily processing, reconciliation, depositing, and reporting of all ticket sales and related transactions and ensure compliance with relevant procedures and policies; and manage 10 to 15 Ticket Services staff, including part-time student and full-time temporary employees and oversee their hiring, training, scheduling, review and promotion.