THE JOHN GORE ORGANIZATIONis the leading developer, producer, distributor and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway Across Canada, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 47 North American markets. It has won Tony’s in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.
At The John Gore Organization, a diverse, inclusive, and equitable workplace is one where all employees feel valued and respected and all voices are valued and heard. We are committed to building a supportive culture where employees have equal opportunity for employment and advancement. We are committed to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.
We encourage all applicants to apply regardless of whether he/she/they meet(s) all of the qualifications for the role.
Summary: The Regional Ticketing Manager will oversee the ticketing operations for all Broadway Across Canada markets.
Duties and Responsibilities
Overall Ticketing Event Management.
Ensure that all ticketing operational issues in the implementation of season, group and single events are complete and consistent with standards developed for Broadway Across Canada.
Manage all aspects of ticketing management, season ticket holder/group sales support, service and communication for assigned Broadway Across Canada markets.
Day-to-day operations; project coordination; operational communication; service support and reporting. As need dictates, position may become responsible for management of additional staff.
Must demonstrate excellent organizational skills, attention to details, multitask abilities and proficiency in time management.
Must exhibit a positive attitude with consideration for others.
Participate in the creation of the sales operational timeline and execute all ticketing aspects of it.
Participate in planning and development of all ticketing projects, to be supported by the Service Centre.
Participate in the maintenance of various databases which track both guest and sales information.
Develop and execute the event creation and maintenance on ticketing systems.
Manage all operational systems/applications in regards to season ticket renewal and new acquisition programs, as well as continuing development for single ticket sales.
Communicate event creation to necessary parties (both internal and to venues & ticketing partners); thoroughly check events to assure created correctly on the ticketing system.
Prepare season and single ticket events for sale.
Proof all sales collateral for accurate ticket pricing and sales information.
Programming and maintenance of CMS & Phoenix (proprietary) in order to accurately populate information on braodwayacrosscanada.ca
Set up, prepare and print season ticket renewal invoices as needed.
Provide the processes and applications to service center for season ticket renewal and new acquisition for subscription campaigns.
Monitor processing and fulfillment (assisting when needed) of renewals and new acquisitions, followed by sending receipt of order confirmations.
Update/create show sales reports and participate in weekly dynamic pricing discussions.
Proceed with dynamic pricing changes and continue to provide reporting on dynamic lift.
Support venue and internal staff during events.
Setup online upgrades/exchanges associated with season renewals.
Fulfillment of ticketing requirements for donors, sponsors and VIPs.
Manage inventory during life of all event.
Monitor all sales activities, providing daily, weekly and monthly reports as needed.
Oversee ticket printing and distribution on both season tickets and individual ticket mailings as needed.
Manage and assist with, when needed, the fulfillment of season benefits: additional tickets, exchanges, priority offers.
Development and execution of Box Office Statement for performances (both on site and off site on all performance days).
Keep venues involved by notifying them of all shows, assign allotments, manage the inventory for the life of event, and have consistent service policies, providing a seamless experience.
All other tasks and duties that may be assigned from time to time as directed by your supervisor, including any changes or deviation from this job description.
Communication and Service
Work closely with Marketing Director, Group Sales Manager and Service Manager/Supervisor on each sale’s campaign, which includes all activities associated with season, group and single ticket sales and promotions; material proofing; and timeline development.
Work closely with VP, marketing director, service center and local ticketing entity according to Broadway Across Canada standards and offer support and training to fulfill those standards.
Communicate with the management and supervisory staff of the market’s Service Center all information for on sales and promotions, processing instructions, production information, special needs, etc., on a continual basis.
Monitor service activities, providing feedback as necessary and training as requested.
Maintain market data in Phoenix.
Maintain and monitor information on BroadwayAcrossCanada.ca and follow through on inconsistencies of market information.
Support service initiatives by maintaining all e-mail communication received from customers via BroadwayAcrossCanada.ca on a daily basis.
Processing group orders (Seating, exchanging, payments plan creation and management).
Build and manage Group Sales Promo code for group sales clients.
Creating and maintaining Group specific reports including sales reports, payment plan reports and promotional sales status reports.
Managing group hold inventory.
Assist National Group Sales manager with monitoring group sales inquiries and customer service communication.
Prepare and send out daily ticket counts for both individual shows and season sales.
Prepare monthly sales reports.
Special reporting as required.
Special projects as directed by the National Director of Ticketing and VP of Broadway Across Canada.
Supervisory Responsibilities The Regional Ticketing Manager directly supervises one employee. The Regional Ticketing Manager carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to:
Interviewing, hiring, and training employees.
Planning, assigning, and directing work.
Providing recognition and feedback to employees.
Addressing complaints and resolving concerns.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Ability to establish and maintain effective relationships.
Being an active listener.
Offer assistance and support to co-workers.
Work cooperatively in group situations.
Able to work around unexpected changes of circumstance or workload.
Modifies a planned course of action based on new circumstances.
Changes communication style to achieve the best results.
Looks for ways to improve and promote quality.
Demonstrates accuracy and thoroughness.
Fosters team cooperation.
Understands team roles and responsibilities.
Supports group problem solving.
Qualifications/KSAOs To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Proficient knowledge on Archtics/TM Host.
Experience with Season Ticketing.
Proficient knowledge of Microsoft Excel.
Ability to communicate in French is preferred, but not necessary.
Education and/or Experience
Undergraduate Degree or Post-Secondary Diploma preferred.
3-5 years of ticketing experience needed.
Ability to read, analyze, and interpret.
Ability to respond to common inquiries or complaints from customers, partners, or members of the industry.
Ability to write customer service communications that conform to prescribed style and format.
Ability to effectively present information to venue partners, ticketing partners and show company personnel.
Managing Event preparation and execution timelines.
Managing Event set-up.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to:
Be available during show weeks beyond 9-5 show days.
Travel to operational markets.
Work on site at the venue during show weeks.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
Open concept bright office (work stations).
Fast paced environment.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
We offer competitive compensation including Vacation and Holiday Pay, and health & welfare benefits.
Salary requirements must be included for consideration.
EQUAL EMPLOYMENT OPPORTUNITY The John Gore Organization is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.
HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The John Gore Organization’s recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. The John Gore Organization may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.
About Broadway Across Canada
The John Gore Organization is the leading developer, producer, distributor and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan, Canada and 40 domestic markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.