Box Office and Venue Marketing Manager

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Job ID

12707

Location

Case Main Campus

Full / Part Time

Full-Time

Regular / Temporary

Regular

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Job Description

POSITION OBJECTIVE

Working under coordinated supervision of the Maltz Performing Arts Center Director and the Maltz / Tinkham Veal University Center Executive Director, the Box Office and Venue Marketing Manager will manage the day-to-day operations of the ticketing department for events located at the Tinkham Veale University Center and the Maltz Performing Arts Center.

The box office and venue marketing manager will provide defined operational and sales support for ticketed events while also defining and executing a strategic marketing plan designed to expand the reach of performing arts ticket sales.

The position is highly visible and will interact with a variety of internal and external customers and clients to provide a quality ticketing experience with appropriate support and reporting.

ESSENTIAL FUNCTIONS

Manage day to day box office functions for the Maltz Performing Arts and Tinkham Veal University Centers while providing the highest level of customer service.

Manage box office finances. Collect all ticket monies according to university procedures. Reconcile daily ticket sales, receipts, and deposits.

Maintain records of sales by event. Provide budget and budget forecasts. Develop and implement box office policies and procedures with centers management.

Manage complimentary ticket requests within established operational protocols and system restrictions and coordinate billing and tracking for same.

Manage will-call tickets at all ticketed events and coordinate with ticket sales for coverage / on-site staffing. Investigate and resolve ticket sales issues and complaints providing closure to issues and document issues into the data base for tracking purposes.

Be knowledgeable of both centers booking schedule. Attend relevant planning meetings. Forecast ticket selling, and report needs as well as hardware, staffing and support necessary to deliver on contracted expectations. (30%)

Create content and coordinate management of social media and website updates in collaboration with University Marketing and Communications for facility promotion;

provide content updates to same platforms; management of weekly news and event specific email communications for the Maltz Performing Arts Center and / or the Tinkham Veale University Center.

Create and manage all ad buys for the venue and performing arts events. Differentiate between brand marketing and event marketing advertising.

Collect and analyze all relevant marketing data to support future ad buys. Work with University Marketing and Communication to ensure university branding compliance, and all invoicing and payments are correctly processed.

Design and edit all print and digital promotional materials, with University Marketing and Communication assistance, including event programs, rack cards, program inserts, digital programs, and digital media. (25%)

Develop the buyer database in collaboration with centers management, donor relations and designated internal users. Provide database analytics and conduct database pulls and queries as directed by centers management on behalf of clients.

Coordinate the writing and distribution of ticketing information as part of larger centers sales and promotional campaigns.

Act as the liaison between the Maltz and Tinkham Veal centers management, University Marketing and Communications - Online and Internal Communications, presenters, and customers. (18%)

Build all ticketing offers for events as contracted by both centers management in the ticketing system (internal or external platforms), including seat manifests, price tables, holds / kills, discounts, pre-sales, and other ticketing functions.

Create a testing protocol for all ticket offers which tests all platforms, interfaces, and all e-commerce and provides a system of client / management sign-off before any ticket sales or offers are published or released to production. (10%)

Act as system administrator for the in-house or external ticketing system. Work with University Technology department to ensure system back up.

Develop an emergency backup ticket selling plan in the event of system failure. Maintain the ticketing system software package / s and coordinate ticketing system upgrades with external vendors.

Develop training procedures and conduct training sessions for ticket system users. Conduct quarterly ticket system update meetings for ticket system users.

Develop a test site system to introduce users to upgrades and online ticketing changes. (10%)

NONESSENTIAL FUNCTIONS

Track attendance, sale types, promotions, and other event details as determined by primary stakeholders and as outlined in the policies and procedures.

Produce regular sales reports as necessary, monthly reports, event summaries and settlements, and other financial reports as directed.

Attend staff meetings as directed / necessary to efficiently communicate and manage ticketing and box-office efforts. (5%)

• Perform other duties as assigned by the management team. (1%)
• Provide team effort, participation and cross-over of responsibilities in on-site delivery of quality events and client / customer experiences. (1%)

CONTACTS

Department : Weekly with supervisor to discuss issues and challenges as well as facilitate change. Regular contact with both centers' directors, Maltz house manager, information desk administrator, students and student groups, and other university conference, event, and performance-based departments to share information and collaborate.

University : Regular contact with other university conference, event, and performance-based departments to share information and collaborate.

External : Frequent contact with event planners, touring companies, donors, and donor representatives. Frequent contact with ticket buyers.

Students : Frequent contact with student organizations and student employees to accomplish the mission.

SUPERVISORY RESPONSIBILITY

Directly supervisor the Administrative Coordinator. Manage student staff of up to 10 students for box office personnel, social media assistants, student graphic assistants.

QUALIFICATIONS

Experience : 3 to 5 years of related experience; Special event marketing experience required. Experience in ticketing large scale events preferred.

Education : Bachelor's degree required.

REQUIRED SKILLS

• Must possess excellent sales, promotion, marketing, fiscal management, and customer service skills.
• Knowledge of basic ticketing software and applications.
• Knowledge of the American with Disabilities Act (ADA) as it applies to ticket sales and customer communication.
• Strong verbal and written communication skills. Ability to interact with colleagues, supervisors, and customers face to face.
• Command of basic bookkeeping, accounting, budgeting, and cash management
• Able to work with multiple constituents including individual ticket buyers, group ticket representatives, students and student groups, internal university departments, administration, and Maltz Perform Arts Center staff members.
• Knowledge and demonstrated experience with Microsoft Office Word, Excel, and a variety of on-line calendars.
• Knowledge or acquired knowledge of the Event Management System (EMS).
• Must be self-directed and at the same time a strong team member.
• Able to identify and prioritize critical issues and resolve conflicts in a positive and professional manner.
• Able to work ahead and meet deadlines.
• Ability to meet consistent attendance.

WORKING CONDITIONS

General office environment with no exposure to hazardous materials. Box office environments. Weekdays, evenings, weekends, and holidays with a flexible start / stop schedule dependent upon events.

Hybrid Eligibility

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department.

New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation.

Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.