Client Services Manager

SUMMARY

This position is responsible for managing all aspects of SJC Cultural Events, Inc.’s seat licensing programs, including Amp Choice and prospective membership programs at other SJCCE venues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee membership campaigns including new member acquisition, current and annual renewals
• Create and implement strategies to increase membership and retention
• Establish capacities for venue membership programs (seat/ticket capacity as well as lounge capacity); develop protocols for ensuring capacity is not exceeded
• Provide exceptional customer service to members and potential members
• Establish protocols for dayofshow operations; confirming attendance, parking, F&B, staffing, scheduling, etc.
• Establish and maintain setup and breakdown procedures (including décor, staffing, food and beverage posters, tent & checkin, pre and postshow cleaning, midshow assessments, etc.)
• Work with facilities and production departments to coordinate regular operational cleaning and maintenance
• Streamline processes for membership ticketing, including holds, purchases, resale, & release
• Automate communication and alerts, purchasing and release options, and additional sales to program members or general public
• Adjust program structure to address program demand, service/space limitations, and revenue shortfalls/surpluses
• Analyze membership and donor data, and maintain accurate and up to date reports, records, filing, and information management
• Partner with Finance team to produce consistent and regular profit/loss statements
• Establish key performance indicators to evaluate success of membership programs
• Schedule Membership Program assistants for events when necessary
• Collaborate with Ticketing Director and Marketing Leadership to implement membership cultivation and retention programs, including administering visitor surveys, incentive programs, and special offers
• Develop relationships with partnerships with other venues/festivals/membership programs
• Establish internal communication procedures for each event, protocols for staff requests, and standards for dayofshow budget
• Must be able to work a flexible schedule including evenings, holidays and weekends
• Maintains a full time presence on the job; Performs other duties as assigned

SUPERVISOR RESPONSIBILITIES

• This position has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Knowledge of project management methods and techniques, especially largescale events
• Knowledge of venue logistics and operations, industry terminology, and specialized industry equipment
• Knowledge of supervisory principles and practices
• Knowledge of computers and jobrelated software programs
• Skill in the analysis of problems and the development and implementation of solutions
• Skill in the preparation of clear and precise administrative reports
• Skill in oral and written communication
• Must possess and maintain a valid Florida driver’s license and any other endorsements necessary to legally operate vehicles used while assigned to this position.

EDUCATION/EXPERIENCE

• Bachelor’s Degree or equivalent combination of education and relevant work experience required
• Minimum of 3 years of experience in a music venue a plus but not required

LANGUAGE SKILLS

Ability to read, write, speak and understand English.

PHYSICAL DEMANDS/WORK ENVIRONMENT/CONDITIONS

The physical demands described here 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 the essential functions.

• Work has some exposure to environmental changes (e.g., extreme heat, outdoor weather and/or field conditions, warehouses, garages, etc.) or irate customers, extreme noises, odors, heights and/or dust.
• Regular sitting, standing, and walking throughout the day to accomplish tasks.
• Manual and finger dexterity used regularly with some repetitive finger motions; required usage of both hands as needed.
• Lifting and carrying up to 25 pounds, occasionally up to 50 pounds
• Specific vision abilities include close and distance vision; able to identify colors, small letters and numbers; hand/eye coordination, depth perception and able to adjust focus.
• This position may require the use of Personal Protective Equipment (PPE) and may include completing and successfully passing medical evaluations or clearances.
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, gripping, and crouching or stooping.

ENVIRONMENTAL POLICY

SJCCE is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all of our operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of SJCCE.

TRAVEL

Up to 20% of travel between St. Augustine and Ponte Vedra; travel may be sporadic.

About SJC Cultural Events, Inc.

Based in St. Augustine, Florida, SJC Cultural Events, Inc. (SJCCE) is a community-focused 501(c)3 nonprofit organization dedicated to enriching St. Johns County and music enthusiasts worldwide through authentic cultural programming. SJCCE manages and operates award-winning live entertainment venues, including The St. Augustine Amphitheatre and Ponte Vedra Concert Hall. The organization also produces the renowned Sing Out Loud Festival and the Fort Mose Jazz & Blues Series, playing a pivotal role in both the cultural enrichment and economic vitality of the St. Johns County community. With a core guiding principle of being “Community Owned, Community Operated, Community Led,” SJCCE passionately promotes performances by internationally acclaimed artists, and champions educational and community-tailored events to deepen appreciation for the arts.