The Associate Director of Sales & Audience Services will oversee all ticketing and front-of-house operations for Round, House Theatre including audience services, single ticket sales, subscription sales, complimentary ticket allocation, education program sales, group sales, telemarketing, and house management. The Associate Director is expected to contribute a high-level of input into sales strategy for all mainstage and education programming.
The Associate Director of Sales & Audience Services reports to the Director of Marketing & Communications and supervises Box Office Manager, Box Office Associates, and House Management team.
ESSENTIAL DUTIES & RESPONSIBILITIES
Responsible for supporting and maintaining all sales goals of Round House Theatre by successfully managing the Audience Services department; monitor sales trends to assist in creating and maintaining successful sales strategies
Ultimately responsible for operational oversight of the Box Office and Front of House (not including Café and Concessions), including approving new hires, ensure proper onboarding and maintenance training for staff, and delegating tasks to box office staff
Provide exemplary customer service to all Round House Theatre patrons; create and maintain system for tracking and reporting on customer service issues
Serve as the “power user” representative and liaison for CRM/Ticketing/Database software
Ensure fulfillment of special ticket requests including, artists, staff, donors, press, theatreWashington, VIPs, and other partners; operational support of all complimentary ticketing programs including Free Play, On the House, papering, etc.
Ensure the overall health and accuracy of Round House Theatre patron database; provide data, records, and analysis to other departments as needed for direct mailings, budgeting, grants, studies, etc.
Create, maintain, and distribute all sales reports and settlements based on organizational needs
Ensure effective training of box office and front-of-house personnel on all software, policies, and procedures
Responsible for building and maintaining performance calendars, seating maps, subscription packages, events, ticket pricing, holds, etc. in CRM
Assist in the set-up and maintenance of online sales path content and upsell operations.
Creation and maintenance of promotions, including uploading lists and expiring offers when applicable.
Maintenance of inventory and revenue management for all performances
Develop, maintain and track FOH budget
Develop and maintain box office and front-of-house policies and procedures; ensure creation of manuals and timely dissemination of information; ensure staff are all properly versed in Round House Theatre programming
General system maintenance including but not limited to routine checks of online systems and inventory management
Lead contact for Third Party ticket sales (i.e. Goldstar, Today Tix, etc.) Ensure inventory, information, and pricing are up to date. Ensure that payments for all Third Party invoices are settled in a timely fashion
Work closely with Box Office Manager to set Group Sales goals, and plan and execute Group Sales campaigns
Work closely with the Education dept. to ensure programs are built and priced properly in ticketing system
Oversee all accessibility services, including booking and contracting outside vendors to provide Open Caption, Sign Interpretation, and Audio Description for Round House Theatre performances
Attendance at and participation in all department planning meetings, including institutional strategy and seasonal programming
Follow industry trends and best practices in ticketing and front-of-house management to ensure the best possible overall patron experience
Attendance at performances, and promotional and special events as needed
Additional duties as assigned
Minimum 5+ years’ management experience in ticketing and sales; excellent customer service experience required
Bachelor’s degree preferred*
Extensive knowledge of all areas of theater front-of-house operations
General understanding of technical aspects involved in ticket sales (i.e. Tessitura)
Must be able to work independently, after direct supervision
Ability to handle multiple tasks and short deadlines
Creativity and resourcefulness
Enthusiasm for collaborative team workplace; willingness to perform all functions of his/her job
Self-starter with ability to independently initiate and follow through with projects
Familiarity with, and interest in, theatre and/or arts and culture strongly preferred
*Where the qualifications are described in terms of formal education or training, prior experience in a relevant field, as determined by the theatre, may be substituted.
About Round House Theatre
Dubbed “the current meteor in DC theatre” by Peter Marks of The Washington Post, Round House Theatre is one of the “Big Six” professional theatres in the Washington, DC area. A nonprofit professional LORT theatre with an annual budget of over $6 million located in suburban Washington, DC (Bethesda and Silver Spring, MD), Round House Theatre is a home for outstanding ensemble acting and lifelong learning that seeks to captivate audiences with stories that inspire compassion, evoke emotions, and demand conversation. With a growing subscriber base and having just completed the best-attended and highest-grossing seasons in its history, Round House produces a six-show season of new plays, modern classics, and musicals for more than 55,000 patrons each year at its newly renovated 340-seat theatre in Bethesda in addition to providing educational programs for more than 4,000 students of all ages at its six-classroom Education Center in Silver Spring, in schools throughout Montgomery County, and at the Bethesda theatre.