Lead sales, retention and customer engagement functions of the Miami City Ballet to achieve both short and long-term budget, revenue/retention numbers and customer experience goals. Operationalize company’s brand strategy and audience development goals through effective leadership Box Offices/Audience Services (in-bound call center), Telesales and retail functions across the MCB box office, venue partners, and online.
With CMO, set strategic goals ticket sales, customer engagement (including customer satisfaction and customer service), and develop and implement the tactical plans required to achieve those goals.
Provide key metrics and sales trends to guide strategic and tactical decision marketing
Handle cash flow projections by season and by month and maintain a tracker of actuals to projections
Produce and maintain settlement for all performances; oversee and ensure the integrity of subscription reports;
Oversee Group Sales Manager to achieve revenue goals and objectives
Supervise the development and maintenance of reporting tools, analytics and processes as necessary for all key sales and operational indexes.
In close partnership with the CMO, lead in the development and implementation of pricing strategy, including demand-based pricing initiatives and overall inventory management
Evaluate the Call Center and ROI on an ongoing basis:
Closely monitor sales and expenses, tracking by category (single tickets, multi, new, renewing subscriptions) and recommend improvements
Work with Call Center Manager to create tracker with aggressive goals based on historical sales and peer performance, as well as specific promotions and calendar anomalies
Constantly improve close rate and upgrades; determine most cost-effective staff incentives
Serve as a key Tessitura expert and power user across the Ballet. Work with IT to ensure the integrity of the database and all Box Office-related attributes and constituencies
Ensure/oversee quality of season set-up, renewals, and venue build
Oversee all development and implementation of customer service policies and procedures. Work with staff to create effective up-selling processes for ticket and retail sales.
Develop and maintain an effective department through proper selection, training, assignment, and performance management of personnel
Collaborate with marketing/website role to support both internet sales and customer engagement goals.
Oversee development and implementation of overarching customer experience strategy:
Oversee sales /promotional set up through every touchpoint to ensure best in class customer experience
Ensure that all customer inquiries and complaints are handled effectively and within established customer satisfaction policies. Regularly track and analyze customer inquiries and complaints to determine weaknesses and develop solutions to optimize operating environment
Deliver high quality service in a cost-effective manner and increase total revenue streams through the integration of all customer touch points. Work closely with other Marketing functions to develop new sales channels and customers, and maintain consistent customer interaction, messaging and brand identity
Identify top-tier aspirational benchmarks and find training opportunities for staff to increase customer loyalty by providing quality experiences (understanding season and offerings, networking with top industry peers in entertainment/cultural/hospitality, recommending courses, speakers, books, webinars)
Share audience surveys and secret shopper feedback with staff; provide leadership to continually improve the customer experience (subscription and single ticket sales process – three separate touch points, 4 times/year)
Work with CMO and market researcher to identify satisfaction metrics, motivators and barriers to attendance; use results to guide improvements to the customer experience
Evaluate progress based on loyalty and satisfaction metrics (renewal and reactivation rates for subscriptions, new to file retention and multi-buyer rates for tickets, and net promoter scores)
With Company Manager, act as liaison between the Ballet and the venue with regards to customer service and in-venue needs. Communicate any service issues to the Front of House Manager
Work effectively with venues to develop a strong partnership to meet revenue and budget goals and maintain good employee relations
Work closely with IT/Database Manager continue improving and updating of ticketing and retail operations
Support interdepartmental teams with interpretation and utilization of CRM database information
Attend interdepartmental team meetings and serve as team leader for Tessitura oriented projects, to ensure enterprise wide consistency of standards
Stay abreast of latest technology, trends, and best practices
Minimum 10 years progressive business and management experience with strong experience in sales/customer service in medium to large venue/event management (cultural performing arts, college, sports, entertainment, etc.) environment. Must have strong ticketing and subscription-based sales management experience
Track record of successful experience implementing/improving customer data/relationship/sales areas of business, preferably with high-end customer base
Strong communication skills
Excellent problem-solver and critical thinker
Computer literate with strong financial/work flow analysis skill
Solid leadership and management skills with demonstrable ability to hire, train, develop, and motivate full time staff size. Must have effective delegation and organizational skills
In-depth knowledge of ticketing applications, preferably Tessitura
Excellent written and verbal skills with ability to effectively present and influence up, down and across the organization in both formal and informal business settings
Demonstrated ability to lead teams and to participate effectively as a team member
BS in business management required; MBA preferred. A combination of education and related work experience may be considered as a substitute for the education requirement
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About Miami City Ballet
Miami City Ballet’s mission is to produce and present the highest level of dance performances throughout Florida, the United States and abroad, train young aspiring dancers, and develop Miami City Ballet School into a leader of dance education.