Date Posted: 06/19/2019
Application Deadline: 07/19/2019
Type of Position: full time
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Job Description: Director of Ticketing Services 6.19.docx 15.89 kB
The Director of Ticketing Services is an institutional force in support of The Cleveland Orchestra’s guest experience initiatives – ensuring that the organization maintains and grows its status as an industry leader in customer experience. The person in this role upholds and executes the principals of The Cleveland Orchestra guest experience brand, behaviors, and standards in all interactions with guests and colleagues, and commits to continuous improvement of this skill set. In turn, the Director of Ticketing Services ensures that the level of hospitality extended from the ticketing department to all guests is world class.
The Director’s position is a member of Local 756 of the Treasurers and Ticket Sellers Division, International Alliance of Theatrical Stage Employees and Moving Picture Machine Operators of the United States and Canada, AFL-CIO.
The successful candidate will meet the following qualifications:
-Bachelor’s Degree in Business Management, Marketing or Communications with a minimum of three years of management experience and five years of Ticket Office experience
-Expertise in CRM/ticketing systems; Tessitura is strongly preferred
-Must be able to work well independently and to manage, train, and motivate others
-Excellent verbal and written communication skills; ability to interface with internal and external constituencies
-Ability to successfully handle multiple priorities in sometimes highly stressful situations
-Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications required
-Ability to accommodate a flexible schedule, including evenings, weekends, and holidays
-Demonstrated ability to perform in a fast paced, dynamic work environment
-High attention to detail and significant cash handling experience
-Possess highly developed conflict resolution skills and the ability to diffuse tense situations in a calm, professional manner.
-Good problem solving and strategic thinking skills.
-Ability to identify and prioritize critical issues and work towards results
They offer a competitive salary and excellent benefit package, including a 403(b) plan with employer match, along with the opportunity to work with a world-renowned Orchestra.
The Cleveland Orchestra
The Director of Ticketing Services is a highly visible position, responsible for ensuring a hospitable, smooth, and efficient operation. This front-facing role is charged with leading by example in delivering unparalleled experiences to Cleveland Orchestra, Blossom Music Center, and Severance Hall guests; and collaborating with and coaching staff in effective service and personalized hospitality. This position works closely with the Sales/Marketing, Customer Experience, Finance, and Fundraising teams. Day-to-day management of the Ticket Office includes scheduling staff for daytime and evening operations; daily interaction with Cleveland Orchestra constituents; high-level utilization of the Tessitura ticketing system for reporting, tracking, set-up, account management, and fulfillment; supervision of the subscription representative; and management of subscription activities for external entities.