Title: Audience Services Director Department: Box Office, Marketing Reports to: Vice President of Marketing and Communications
The Audience Services Director at the Handel and Haydn Society (H+H) oversees all aspects of Box Office and Front of House operations, is responsible for providing a high-level of customer service and managing Box Office staff, with the main objective of increasing revenue for the organization.
Primary Duties and Responsibilities
Oversee seasonal subscriptions and single ticket sales:
Manage Tessitura, our ticketing and database software and transactions to reflect current concert information and prices.
Work to improve database functionality for transactions, sales and marketing reports, and list pulls.
Manage and coordinate consistent database entry between development, box office, and marketing.
Serve as H+H’s point person for ticketing & database software issues and upgrades with software and IT vendors, reporting all issues to the Director of Finance and Administration.
Organize and execute subscription renewal process.
Work with Marketing team on renewal collateral, list pulls, and direct mail execution.
Process payments and ticketing; train others in the department to serve as processing back up.
Manage at-hall renewals, including staff training and ensuring all renewal materials are produced for each concert.
Manage and continually improve subscriber and single ticket services.
Exchanges, additional ticket sales, upgrades, and parking.
Work with marketing team to continually improve customer service procedures, marketing materials, and at-hall experiences.
Annually review policies and procedures with marketing and senior staff and make recommendations on improving the customer experience.
Supervise and execute concert walk up sales.
Work with Vice President of Marketing and Communications to develop and oversee papering strategy, with the goal of turning comps into paid ticket sales.
Program single ticket discounts and new subscription packages as needed to help increase revenue.
Work with marketing team to actively promote growth of niche audiences, including young professionals, students, children, and group sales.
Manage Box Office Staff:
Schedule, train, and supervise staff.
Ensure quality control and continually evaluate performance.
Sales/Marketing reports and database:
Generate daily sales reports for subscriptions, single ticket sales, group sales, and special events.
Works with Vice President of Marketing and Communications to review and analyze data, especially compared to previous seasons, and offer sales summaries along with reports.
Track buying trends and make suggestions based on data.
Work on improving existing reports and leading the effort to create new reports when needed.
Serve as H+H’s point person for ticketing & database software issues and upgrades. All IT/software issues must be reported to the Director of Finance and Administration.
Develop and adhere to annual budget for box office operations.
Oversee Front of House operations:
Coordinate Front of House staffing for subscription concerts, community events, and two education events each year.
Serve as a liaison between H+H and performance venues.
Oversee “at hall” customer service and constantly seek ways to improve.
Act as point person for all “at hall” activities, including patron info table, shop, and Box Office activities.
Oversees the Merchandise and Retail Shop
Order merchandise and tracks inventory
Manage in-person and online sales
Train staff and volunteers to sell merchandise
Maintains financial spreadsheets and reconcile sales activities post-concert
Execute Telemarketing Campaign
Generate leads for various campaigns.
Track and evaluate sales.
Help Marketing team develop group sales strategy, plans, and goals.
Work with Marketing team to push group sales.
Perform other duties as needed upon request of the organization.
Experience with Tessitura (or other ticketing software) required.
Proficiency with Microsoft Office including Word, Excel, Outlook, and other Windows applications required.
Minimum of 2 years Box Office experience is required.
Management and training experience strongly preferred.
Must be able to work well independently as well as part of a team.
Must be flexible and willing to change policies, adapt to customer needs, and respond to market trends.
Excellent verbal and written communication and documentation skills required.
Candidate must be able to successfully handle multiple priorities in sometimes high stress situations.
Position requires the ability to accommodate a flexible schedule, including some evenings and weekends, as well as being able to perform in a fast-paced, dynamic work environment.
Candidate must also have the ability to work well with the public and possess outstanding interpersonal skills.
Candidates with an interest in classical music, especially music of the baroque and classical periods, are encouraged to apply.
Candidate should have a Bachelor’s Degree.
Position requires occasional lifting of heavy printed materials, large boxes and retail merchandise as well as the repetitive, daily use of a computer and other electronic equipment. The Handel and Haydn Society is an equal opportunity employer and is committed to diversity in the workplace by maintaining a staff that represents the traditions and voices of contemporary Boston. Interviews will not be scheduled until we have a diverse pool of candidates from which to select.
Competitive benefits and salary, commensurate with experience.
About Handel and Haydn Society
Boston’s Handel and Haydn Society performs Baroque and Classical music with a freshness, a vitality, and a creativity that inspires all ages. H+H has been captivating audiences for 205 consecutive seasons (the most of any performing arts organization in the United States) speaking to its singular success at converting new audiences to this extraordinary music, generation after generation.
H+H performed the “Hallelujah” chorus from Handel’s Messiah in its first concert in 1815, gave the American premiere in 1818, and ever since has been both a musical and a civic leader in the Boston community. During the Civil War, H+H gave numerous concerts in support of the Union Army (H+H member Julia Ward Howe wrote “The Battle Hymn of the Republic”) and on January 1, 1863, H+H performed at the Grand Jubilee Concert celebrating the enactment of the Emancipation Proclamation. Two years later, H+H performed at the memorial service for Abraham Lincoln.
Today, H+H’s Orchestra and Chorus delight more than 50,000 listeners annually with a nine-week subscription series at Symphony Hall and other leading venues. Through the Karen S. and George D. Levy Education Program, H+H supports seven youth c...hoirs of singers in grades 2-12, and provides thousands of complimentary tickets to students and communities throughout Boston, ensuring the joy of music is accessible to all.
H+H’s numerous free community concerts include an annual commemoration of the original 1863 Emancipation Proclamation concert on December 31 of every year, in collaboration with the Museum of African American History.
The artistic director of the Handel and Haydn Society is Harry Christophers, who is also founding artistic director of The Sixteen in London. Under Christophers’s leadership, H+H has released 13 CDs on the Coro label and has toured nationally and internationally.
In all these ways, H+H fulfills its mission to inspire the intellect, touch the heart, elevate the soul, and connect all of us with our shared humanity through transformative experiences with Baroque and Classical music.