The Ticketing Services Subscription Manager coordinates all aspects of San Diego Theatres ticket office and staff, manages relationships with presenters, artistic partners, and successfully cultivates season subscriptions and ticket sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Hiring and training of competent ticket office staff, implementation of sales and subscriptions, and providing excellent customer service. The Ticketing Services Subscription Manager is responsible for the ongoing maintenance of Ticketmasters Archtics Ticketing system and database. The Ticketing Services Subscription Manager is expected to be the resident expert on Archtics Subscriptions and Ticketmaster Account Manager staying up to date on upgrades and training.
The Ticketing Services Subscription Manager works closely with the marketing and development teams to support sales goals and the mission of San Diego Theatres. This position requires a strong skill set and passion for the power of clean data as well as relationship cultivation and customer service. This is a full-time position requiring night, evening, and weekend availability.
Along with Department Director, assists in the financial control of all ticketed events; oversees daily deposits/balancing to final show settlements, all ticketing event expenses, partial and final ticketing settlement documentation.
Manages and oversees a full range of guest services including, but not limited to, accommodation of special needs and requests by guests, solving seating/ticketing problems and general complaint response and resolution.
Manages all Ticketing Services staff, including Assistant Ticketing Services Manager, Supervisors, Ticket Sellers and support personnel.
Oversees the preparation and distribution of event information for ticketing and venue personnel, during and after event has been released for sale.
Acts as primary liaison with artistic partners, event presenters regarding ticket/event information, event programming, special ticket requests and event maintenance, for all ticketed events.
Assists Department Director in the creation, update and analysis of sales, statistical trends and other reports to assist in Department planning and revenue enhancements, including annual Department Budget.
SUPERVISORY RESPONSIBILITIES
Directly supervises all Supervisory, Full Time and Part Time Ticketing Staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Oversight responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS 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.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; and five years related experience in full service box office and/or training; or equivalent combination of education and experience. Theatre ticketing experience preferred.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
None
OTHER SKILLS AND ABILITIES
Knowledge of basic accounting practices and procedures. Knowledge of cash management and depositing procedures. Computer literacy, especially extensive Excel capabilities. Strong organizational, written and oral communication skills. Excellent customer relations skills. Strong skills to de-escalate and ability to diplomatically and tactfully resolve difficult and sensitive situations.
Strong interpersonal skills to foster a welcoming, effective, and efficient environment for clients, guests, contractors, employees, and co-workers.
Exceptional ethics, honesty, and integrity as well as complete respect for confidentiality and the appropriateness of communications.
Capability of understanding and applying contracts applicable to box office and building operations, including but not limited to, computerized ticket systems, hard and roll stock ticketing, banking and financial statements, collective bargaining agreements, armored car services, alarm and security system services.
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 sit and talk or hear. The employee frequently is required to stand. The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT 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.
The noise level in the work environment is usually moderate.
IN-HOUSE TRAINING REQUIREMENTS
Sexual Harassment / First Aid / CPR / AED / BPP Certification
San Diego Theatres is a 501(c)(3) nonprofit arts organization that manages, markets, operates and maintains the San Diego Civic Theatre in the heart of downtown and the historic Balboa Theatre in the Gaslamp Quarter. San Diego Theatres generates revenues that exceed $10 million annually and serves over 500,000 patrons each year through arts and entertainment presentations. The Theatres revenues come primarily from ticket sales, food and beverage sales, rental fees, ticketing and professional services fees, and donations.
MISSION
San Diego Theatres delivers exceptional performing arts and educational experiences, fosters collaboration and partnerships, and creates an accessible place for all people to enjoy the arts.
VISION
To provide State-of-the Art venues for a vibrant arts community.
VALUES
We share our passion for the arts with our colleagues, our patrons, our partners, and our community. We embrace and celebrate these values:
Collaboration and Teamwork
Diversity and Inclusiveness
Ethics
Excellence
