What are the responsibilities and job description for the Manager, Patron Services position at Flint Institute of Music?
Flint Institute of Music
Manager, Patron Services
About the Opportunity
Reporting to the Senior Director of Patron Services & Engagement, the Manager of Patron Services is responsible for assisting in the administration of the CRM/ticketing system including special projects and group sales, processing gift contributions, creating training materials, maintaining the database, and ensuring the highest level of customer service to patrons.
Specific Responsibilities and Qualifications
Responsibilities
- Plan, organize, direct, and document all Ticket Center operations and procedures, delegating when necessary and appropriate, those functions to Ticket Center personnel
- Supervise all Ticket Center personnel, including hiring, training, scheduling and performance evaluation.
- Ensure superior customer service, responding to inquiries, resolving issues, and creating a positive patron experience, utilizing Customer Service Issues in Tessitura as appropriate.
- Manage ticketing fulfilment, including subscriptions, special projects such as Kidstix, Vet Tix and group sales, ensuring accuracy and efficiency in the Tessitura CRM system.
- Manage all special ticketing requests, including comps (Director, sponsor, artist/producer, FIM employees, etc.), Capitol Club and subsidy orders.
- Ensure adherence to organizational policies and all ticketing policies and procedures, maintaining accuracy and efficiency.
- Monitor and manage financial transactions, including cash handling, deposits, reconciliations and credit card chargebacks.
- Collaborate with internal departments, including Marketing, Development, Front of House, and Production, to ensure seamless event operations and increase promotional efforts and sales.
- Complete special ticketing reports including royalty payments and Ticket Services settlements.
- Ability to work evenings and weekends, as needed.
- Additional support to the CRM Manager and Marketing, including but not limited to training and back up for CRM ticketing functions.
- Other duties, as assigned.
Qualifications
- 4 years of experience in an arts and culture organization.
- A Bachelor's degree or 2-5 years of relevant experience (customer service, marketing, events, arts administration, etc.) is required.
- Thorough knowledge of computerized ticketing systems and box office ticket operations and management. Tessitura knowledge is preferred.
- Demonstrated leadership skills including a desire to move upwards in the organization.
- Proficient in Microsoft Suite.
- An extremely personable, collaborative, and persuasive demeanor, with a high attention to detail and intuitive relationship-building instincts.
- The ability to work evenings and weekends is required.
- Excellent verbal and written communication skills.
- Excellent analytical and mathematical skills.
Compensation and Benefits:
· Competitive Pay starting at $48,000.00 per year.
· Full Time Position
· Medical, Dental, and Vision Insurance
· Flexible Schedule
· 401k Eligible
· Exempt
To apply, please submit your cover letter and resume (both required) to jjaksa@thefim.org. Should you have any questions, please get in touch with Jane Jaksa, HR Generalist, at 810-238-1350 x3129.
*The Flint Institute of Music is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Job Type: Full-time
Pay: From $48,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Education:
- Bachelor's (Preferred)
Work Location: In person
Salary : $48,000
