Director of Ticketing & Venue Engagement

The historic Count Basie Center for the Arts, in the ever-growing and beautiful downtown Red Bank, New Jersey, is seeking an outgoing, service-oriented, experienced Director of Ticketing & Venue Engagement to supervise our ticket sales operations.

Duties and Responsibilities

Organizational Background

Founded in 1926, The Count Basie Center for the Arts is New Jersey’s premier center for the cultural arts, and its commitment to being a diverse, equitable and inclusive (DEI) performing arts organization is at the core of our mission to Inspire, Educate and Entertain.

As part of that commitment, the Count Basie Center has established a staff DEI task force as well as a board DEI committee. Our purpose is to intentionally embrace and amplify positive change toward diversity, equity, inclusion and accessibility in every area of our organization, including programming, education, staffing, board recruitment, and community engagement.

The Count Basie Center is determined to provide an inclusive environment in which all who walk through our doors can do so as their most authentic selves. We firmly believe that everyone of all backgrounds and identities deserves access to experience the enrichment that the arts contribute to a full life.

Job Description

Reporting to the Chief Operating Officer, the Director of Ticketing & Venue Engagement is responsible for the day-to-day operations of the ticketing department for two on-site venues and is the lead on all customer service issues. This position works in tandem with the Operations, Marketing, and Development departments. The Director of Ticketing & Venue Engagement is responsible for programming and monitoring the ticketing system, tracking daily sales and deposits, providing excellent customer service to all theatre patrons, external clients, and ensures that all revenue generating opportunities are maximized. Additionally, the Director will coordinate and communicate all on sale timelines, presales, show announcements, and artist management requests. This role is highly visible and interacts with sponsors, members, vendors, clients, and resident arts organizations (CODA, New Jersey Symphony Orchestra, Monmouth Civic Chorus). The Director of Ticketing & Venue Engagement leads by example at all times and provides the highest level of customer service to all guests, vendors, clients, and staff. The Director of Ticketing & Venue Engagement will supervise and provide leadership to the Box Office Manager and Box Office staff.

• Act as systems administrator for ticketing system and liaison between staff, promoters, presenters and the facility
• Creatively prepare, conceive of, and deliver ticketing reports and lists in coordination with Marketing team to maximize sales potential
• Perform event set-up and administration of events in ticketing software for all Basie Center venues
• Responsible for system upgrades, occasional testing of new software and routine maintenance and troubleshooting
• Facilitate night of show settlements in multiple venues with artists/managers in the absence of the Operations management team
• Oversee Phoenix Productions Subscription sales, renewals, subscriber communications, and retainment
• Develop sales strategies to include, group sales, series, promotional offerings, etc.
• Create and monitor a customer service resolution tracking program to ensure that every single guest has a positive experience at the Basie Center
• Develop and maintain documentation and training material on Box Office policies and procedures
• Manage and relay all ticketing related event information to each department and client as needed
• With assistance from Box Office Manager, hire, manage, train, motivate, and schedule Box Office staff
• Set up, coordinate, and execute VIP/Fan Club/Presales with third party ticketing agencies, artist management, agents, etc.
• Support Box Office Manager in handling of special needs and ADA Accessibility compliance as it pertains to ticket sales
• Set a positive example for Box Office staff by modeling professional and expert customer service
• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, and develop training program for Box Office personnel in customer service standards
• Reconcile any issues between ticket sales and the financial department including shortages or overages in cash drawers, chargebacks, etc.
• Advise and assist with the implementation, reporting, and generating of event reports using ticketing platform
• Create reports and lists at the request of department heads
• All other duties as assigned
  
  

Requirements

• Minimum 6 years Box Office experience required.
• Minimum 4 years managerial experience required.
• Previous experience with Ticketmaster, AXS, or Tessitura required.
• Previous experience simultaneously managing ticketing operations for multiple venues.
• Excellent organizational skills with the ability to work in a collaborative environment, prioritize and manage multiple, ongoing projects.
• Proficiency in Microsoft Office applications and word processing, spreadsheets, database, presentation, PowerPoint and Internet software
• Superior customer service skills with the ability to resolve issues efficiently and effectively for internal and external customers, frequently in a time-sensitive environment.
• Excellent written and verbal communications skills.
• Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment.