Associate Manager, Ticketing Services

JOB TITLE                   Associate Manager, Ticket Sales and Service

REPORTS TO              Manager of Ticketing Services

DIRECT REPORTS      N/A

FLSA CLASS               Exempt

SALARY                       $45,000-50,000 base + Bonus Plan (Based on Achieving Sales Goals)

*The bonus plan, with an accelerator structure designed to achieve and exceed assigned sales and revenue targets, will incorporate an increased payout rate for revenue earned above a defined threshold. The structure, payout calculations, tiers, and payout schedule will be shared with candidates when interviewed for the role.

POSITION OVERVIEW

The Associate Manager, Ticket Sales and Service is a full-time role that is responsible for proactive outbound single-ticket and group sales campaigns and subscriber stewardship. The Associate Manager will lead outbound calling campaigns to prospective single-ticket and group leaders to drive incremental sales for Chicago Shakespeare Theater. 

This role will encompass creating call scripts, campaign KPIs and target call frequency standards for the Box Office staff to follow during periods with limited theater programming. The role is also responsible for designing call campaigns that maintain regular contact with current CST subscribers to increase overall customer satisfaction.

ESSENTIAL DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Lead CST’s outbound ticket sales strategy to drive incremental ticket sales through single-ticket purchases, groups and subscriptions.
• Generate new leads for CST ticket sales, and serves as the main point of contact who nurtures the leads from first point of contact through conversion.
• Oversee the design and creation of new ticket products, such as corporate hospitality packages, working with Marketing and Communications to create materials supporting these new initiatives.
• Serve as a key touchpoint for patrons and box office staff during performances, ensuring a frictionless guest experience from the time they enter our doors until they depart.
• Act as key CST touchpoint for groups needs post-booking, including collecting final payments, questions and other needs.
• In collaboration with the Ticketing Services Manager, develop a calendar of outbound call campaigns for the box office staff around key moments in the CST calendar, including lead development, sales scripts and campaign goals.
• Create regular cadence of communications with current CST subscribers, ensuring their ongoing satisfaction throughout the season.
• Serve as key box office stakeholder in CST’s demand pricing strategy, maximizing incremental ticketing revenue with data and an insights-based approach in collaboration with the Chief Marketing Officer.
• Generate new ideas for ticket packages based on customer feedback and available CST experiences.
• Work with Ticketing Services Manager to allocate tickets to CST’s third-party sales partners, including Hot Tix, Today Tix, Victory Live and others.
• Assist Ticketing Services Manager with building and updating seating manifests within Tessitura.
• Serve as Manager on Duty for several performances per week. 

COMPETENCIES

• Service, ingenuity, and collaboration
• Outstanding communication skills
• Mission-driven
• Active listening, creative problem solving
• Compassionate
• Reliable and punctual

WORK ENVIRONMENT

• Work hours are generally 40 hours a week, 5 days per week Tuesday through Sunday during non-performance weeks 
• Evening hours until approximately 7:45 pm will be necessary during performance weeks
• Worksite is Chicago Shakespeare Theater on Navy Pier in Chicago

PHYSICAL DEMAND

•  Some prolonged standing at performance times, otherwise not physically demanding.

MINIMUM EDUCATION AND EXPERIENCE

• Box office experience of at least 2 years.
• Sales experience within a box office or hospitality function.
• Priority will be given to applicants with strong experience in Tessitura.

DIVERSITY AND INCLUSION STATEMENT

CST is dedicated to increasing equity, diversity and inclusion in our audiences, our programs and in all our hiring for staff and artists. We are committed to providing a work environment that is free from discrimination. CST prohibits discrimination in employment against any employee or job applicant because of that person’s race, color, creed, religion, ancestry, sex, national origin, disability, genetic information, age, sexual orientation, gender identity, gender expression, marital status, familial status, veteran status, status with regard to public assistance, membership in a local human rights commission or any other legally protected status. 

Please note that this job description is not intended to define the totality of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.