POSITION OBJECTIVE
Working under coordinated supervision of the Maltz Performing Arts Center Director and the Maltz/ Tinkham Veal University Center Executive Director, the Marketing and Box Office Assistant Director will oversee the day-to-day operations of the ticketing department for events located at the Maltz Performing Arts Center. The Marketing and Box Office Assistant Director will provide defined operational and sales support for ticketed events while also defining and executing a strategic marketing plan designed to expand the reach of performing arts ticket sales and as a rental venue.
ESSENTIAL FUNCTIONS
Develop and lead marketing and communication action plan items and initiatives which support public engagement, organizational values, and current strategic plan. Establish policies, procedures, and best practices for the distribution of a wide variety of messages and information. 10% Identify, explore, and coordinate marketing and communication opportunities. Plan, design, write, edit, and manage the production of print, electronic media and web-based communications (electronic newsletters, magazines, brochures, annual reports, displays, training materials, press releases, donor correspondence, research briefs, policy briefs, etc.). 20% Manage the MPAC/university brand, ensuring consistency in visual brand elements as well as written tone, and other branding guidelines. Assures design integrity, visual quality, effective communication, etc. of all marketing and communication projects to complement and support activities across the university. 10% Contribute marketing information, analysis, and recommendations to strategic thinking and direction; establish marketing objectives in line with performing arts center objectives. Assist and provide University Marketing and Communications (UMC) and external media with information on MPAC activities to promote performing arts center initiatives at the local, regional, and national levels. 10% Oversees day to day box office functions and acts as system administrator for the in-house ticketing system for the Maltz Performing Arts while providing the highest level of customer service. Develop and implement box office policies and procedures with centers management. Provide budget and budget forecasts. Forecast ticket selling, and report needs as well as hardware, staffing and support necessary to deliver on contracted expectations for internal and external clients. 15% Manage box office finances. Collect all ticket monies according to university procedures. Reconcile daily ticket sales, receipts, and deposits. Maintain records of sales by event. Maintain credit card and digital compliance for all web and phone transactions. Work with Utech to ensure software and hardware meet all University standards. With the finance department, resolve all patron credit card disputes as they arise. 10% Manage the build all ticketing offers for events as contracted by internal and external clients in the ticketing system including seat manifests, price tables, holds/kills, discounts, pre-sales, livestream, and other ticketing functions. Oversee will-call and complimentary ticket requests system and coordinate billing/tracking. Investigate and resolve ticket sales issues and complaints providing closure to issues and document issues into the database for tracking purposes. 15% Manage Box Office staff daily to ensure efficient customer service and timely service deliverables. Coordinate staff schedules for live events, phone service, live streaming, and digital ticketing services. Manage Box Office and Administrative Coordinator and over ten student staff to meet all internal and external client and patron needs. Manage staff for box office/ticketing sales, ticket problem resolution, social media content management, copy writing, photography, graphic design and editing, community calendar updates, website management, event ticket builds, video editing, MPAC YouTube channel updates, and community outreach research. In collaboration with Director of Operations, oversee Front of House Manager and all front of house operations including ticket scanning, venue and seating set-up, and the on-site patron experience. 8%
NONESSENTIAL FUNCTIONS
Participate in professional organizations appropriate for the position. 1% Perform other duties as assigned. 1%
CONTACTS
Department: Weekly with supervisor to discuss issues and challenges as well as facilitate change. Regular contact with both centers’ directors, Maltz house manager, information desk administrator, students and student groups, and other university conference, event, and performance-based departments to share information and collaborate.
University: Regular contact with other university conferences, events, and performance-based departments to share information and collaborate.
External: Frequent contact with event planners, touring companies, donors, and donor representatives. Frequent contact with ticket buyers.
Students: Frequent contact with student organizations and student employees to accomplish the mission.
SUPERVISORY RESPONSIBILITY
May manage other marketing and communications professionals (including outsourced contractors and consultants) and/or other MPAC staff to fulfill the communications needs of the division. Will have direct supervision of several staff and student employees assisting with marketing, communications, box office, Front-of House, and customer service. Lead matrix teams within the MPAC Leadership. Inspire teams to embrace new challenges and opportunities. Serve as a mentor and coach for MPAC leadership.
QUALIFICATIONS
Experience: 5 to 7 years of management experience in the areas of marketing, communications or training required. Experience in ticketing large-scale events preferred. Experience in graphic design, written communications, online marketing and communications, and social media. Prefer to experience in an academic environment (college or university strongly preferred).
Education/Licensing: Bachelor's degree required (preferably in Marketing, Instructional Design, and/or Communications; Master's degree preferred.
REQUIRED SKILLS
Experience in a broad range of marketing and communications activities such as effective branding, consulting, graphic design and art direction. Ability to create communication, marketing campaigns and training plans within a large organization. Must possess excellent graphic design, writing and editorial skills for print, interactive and other publication. Experience with both paper-based and electronic design and production, including working with related software programs. Ability to develop personal and organizational networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between MPAC and other University areas, teams, departments, etc., to help achieve strategic and operational goals. Ability to work in a team, and to actively listen, responsive to verbal and non-verbal clues. Listening skills. Ability to manage programs, personnel, and budget to achieve organizational and/or departmental objectives. Ability to effectively manage and guide group efforts. This includes providing an appropriate level of feedback concerning group progress. Ability to manage and coordinate the activities of individuals over which the individual may have no direct authority. Tact and diplomacy skills: Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that may arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite, and readily understood. Customer Focus Skill. The ability to develop an in-depth understanding of client needs to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Ethic/Integrity Skills. Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Embraces diversity. Dependability & Reliability Skill. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met. Ability to work in a fast-paced environment while managing multiple projects. Analytical Skills. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action. Planning and Organization Skills. Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises; prioritize appropriately. Problem Solving Skills. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions. Ability to be flexible to meet the constantly changing scope and needs of the department, division and customers being served. Ability to work effectively at all levels within an organization. Demonstrated superior interpersonal skills, conflict resolution and negotiation skills. Advanced user in both Windows and Mac based operating systems. Advanced knowledge of MS Office suite and related programs. Knowledge of basic ticketing software and applications. Knowledge of the American with Disabilities Act (ADA) as it applies to ticket sales and customer communication. Advanced knowledge of art direction, creative composition and utilization of Adobe Creative Suite software products including Photoshop, Illustrator, lnDesign, and Acrobat. Advanced knowledge of Google Apps for Education products. Demonstrated experience creating and maintaining web sites. Demonstrated fluency with HTML and other web applications. Proficiency in web site design best practices, web site analytical tools and analysis with an understanding in development processes and practices. Proficiency in web-based communication tools including content management.
WORKING CONDITIONS
General office environment with no exposure to hazardous materials. Box office environments. Weekdays, evenings, weekends, and holidays with a flexible start/stop schedule dependent upon events.