Associate Box Office Manager, Client Events
Associate Box Office Manager, Client Events
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Job Description
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The Associate Box Office Manager Client Events is responsible for the operational success of all ticketed events presented by external clients and internal Emerson College clients in the Office of the Arts venues. They collect event info build the event in the ticketing system manage all day-to-day needs of the event from on-sale through curtain and provide an accurate financial settlement after the event has closed. They ensure all information about the event is communicated thoroughly and effectively to Box Office staff and proactively inform and request info from other key stakeholders for the event within and outside of Office of the Arts. This role works independently with support and advice from the Senior Box Office Manager as needed.ESSENTIAL JOB DUTIES
- Responsible for the creation and set up of all client-presented ticketed events within the ticketing system including but not limited to collecting event info building the event in the ticketing system creating seating maps setting up discount codes building ticket packages designing price charts and building and scheduling reporting
- Manage Ticket Inventory for all client-presented performances including adjusting availability of seats on sale advising on pricing and sales initiatives strategically enacting price adjustments and re-scaling and managing held inventory to ensure revenue is maximized the house is well-dressed and all ticketing needs are adequately supported
- Prepare ticketing staff for daily patron inquiries and event shifts by writing detailed event notes event one-sheets and managing Box Office internal wiki pages with event information including new ticketing practices and policies event-specific procedures and any relevant updates to existing performance information. Communicates all info to staff in a clear and concise manner that proactively identifies and seeks to address or mitigate potential challenges
- Hold responsibility for the operational success of ticketed client events and overall Box Office performance during those events. If Box Office lines are long patrons dissatisfied or the show start is delayed due to Box Office challenges the Associate Box Office Manager Client Events is held accountable for creating solutions and is expected to proactively work to identify and address potential problems before they arise
- Allocate and manage inventory with third party vendors; Ensure all inventory offered is recorded and sales are tracked appropriately
- Coordinate with the client representatives and Guest Experience as necessary to implement seat filling strategies; Devise solutions and adapt existing approaches to resolve issues
- Create and send email correspondence to patrons including pre-show emails issuing special patron communications/forms/initiatives; Use past experiences and precedent to advise the client on best communication strategies considering both content and timing of emails
- Field patron issues that cant be resolved by front-line staff and take care of ticketing needs from the clients marketing and community partners donors and VIPs while providing the highest level of customer service
- Evaluate the financial and operational success of the event and the Box Offices performance throughout the ticketing timeline after the run of each performance; Compile feedback on the policies and practices used for the event as well as the overall experience working with the client to share with OAs Production General Management and Guest Experience departments to inform our decisions about future events with the client
- Manage the Box Office relationship with all clients as the primary contact and support person for them on the Box Office team
- Create and maintain Box Office resources for clients that detail Box Office patron-facing policies ticketing practices and the suite of options available to incoming clients
- Build and execute automated and manual sales and patron data reporting as requested by the client
- Audit and reconcile financial data after the close of each client-presented production
- Plan and participate in discussions learning and long-term projects to create an inclusive box office and theater-going experience
- Collaborate and consult on the creation establishment and documentation of box office policies within the Box Office management team
- All other duties as assigned
QUALIFICATIONS Qualifications are deemed required or preferred and represent what is needed to effectively perform job.
- Bachelors degree or qualified experience
- 3-5 years Box Office management or event management experience
- 3-5 years customer service or client service experience
- In-depth experience working with a robust ticketing or CRM platform required; Experience working with Spektrix Ticketing Software preferred
- Experience in project management preferred
KNOWLEDGE SKILLS AND ABILITIES May be representative but not all-inclusive of those knowledge skills and abilities commonly associated with the job.
- Ability and willingness to communicate effectively and thoroughly via email on the phone or teleconference and in-person
- Ability to manage multiple ongoing tasks at once that may be short- medium- or long-term in nature
- Communicate with various intersecting roles within the organization
- General computer skills including proven competency with Microsoft Office and Google Workspace especially
- Demonstrated willingness and ability to learn new software as needed
- Synthetization and analysis of ticket sales trends and patron data
PHYSICAL ABILITIES Activities commonly associated with the performance of the functions of this job. The physical demands described below 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 essential functions.
- Most work is done while sitting
- May require the ability to concentrate for long periods of time
WORK ENVIRONMENT Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
- Shared office environment with varying degrees of foot traffic depending on event activity
- Nearly all work executed on a computer using both keyboard and mouse entry; making and receiving phone calls on an inconsistent but frequent basis
- Near-constant background conversations while staff are serving customers or otherwise interacting with each other
- Small office can become crowded and loud during event shifts
Disclaimer: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested subject to all applicable state and federal laws. Certain job duties described herein may be subject to possible modification in accordance with applicable state and federal laws.
In addition to a competitive salary Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20 hours per week.
Benefits include outstanding health plans with limited out-of-pocket expenses dental plans generous time-off programs and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits such as life and disability coverage as well as commuter offerings are available.
Please refer to our benefits website for a full list of benefits and eligibility requirements.
Required Experience:
IC
Employment Type
Full-Time
