JOB DESCRIPTION

JOB TITLE:Patron Services Manager

DEPARTMENT:Marketing and Communications

REPORTS TO:Director of Marketing and Communications

PREPARED DATE:November 18, 2013September 26, 2014

ABOUT DALLAS THEATER CENTER: One of the leading regional theaters in the country, Dallas Theater Center (DTC) performs to an audience of more than 125,000 North Texas residents annually. Founded in 1959, DTC is now a resident company of the AT&T Performing Arts Center and presents its Mainstage season at the Dee and Charles Wyly Theatre, designed by REX/OMA, Joshua Prince-Ramus and Rem Koolhaas. DTC also presents productions at its original home, the Kalita Humphreys Theater, the only freestanding theater designed and built by Frank Lloyd Wright. The mission of DTC is to engage, entertain and inspire our diverse community by creating experiences that stimulate new ways of thinking and living. Under the leadership of Artistic Director Kevin Moriarty and Managing Director Heather Kitchen, DTC produces a seven-play subscription of classics, musicals and new plays and an annual production of “A Christmas Carol;” extensive education programs including Project Discovery, Summer Stage and partnerships with Southern Methodist University’s Meadows School of the Arts and Booker T. Washington High School for the Performing and Visual Arts; and community outreach efforts including leading the DFW Foote Festival and collaborations with the Dallas Holocaust Museum, North Texas Food bank and Dallas Black Dance Theater. Throughout its history, DTC has produced many new works, including “The Texas Trilogy” by Preston Jones in 1978, Adrian Hall’s “All the King’s Men” in 1986 and recent premieres of“Give it Up!” by Douglas Carter Beane and Lewis Finn, the revised “It’s a Bird, It’s a Plane, It’s Superman” by Roberto Aguirre-Sacasa, Charles Strouse and Lee Adams, “The Trinity River Plays” by Regina Taylor, “Giant” by Michael John LaChiusa and Sybille Pearson, “Fly by Night” by Kim Rosenstock, Michael Mitnick and Will Connolly, “Fly” by Rajiv Joseph and Bill Sherman.. For more information visit

SUMMARY

The Patron ServicesManager has the primary responsibility for ensuring the consistent delivery of exceptional ticketing and customer service experiences for all Dallas Theater Center guests through all points of customer contact.

ESSENTIAL DUTIES

The Patron Services Manager will lead, supervise and/or coordinate with multiple internal departments and external business partners to ensure the consistent delivery of exceptional ticketing and customer service experiences for all Dallas Theater Center guests through all points of customer contact. These duties include, but are not limited to:

  • Liaise with AT&T Performing Arts Center Box Office regardingticket sales, including bi-weekly meetings to answer questions and measure performance
  • Coordinate season setup, inventory management, house configuration, and promotions in Tessitura ticketing system
  • Createopening night seating, ensuring that press, VIPS, donors, and staff are seated appropriately
  • Manage staff, cast, crew, education and internal departmental ticketing requests
  • Process weekly sales reports and Tessitura transactions
  • Oversee the processing of subscription sales
  • Manage outsourced telemarketing campaign, including generating leads, attending weekly meetings to evaluate campaign performance, and providing guidance where necessary.
  • Liaise with DTC production department and AT&T Performing Arts Center Patron Services regarding all front of house management, house managers, ushers, concessions, etc
  • Track, manage and respond to customer and FOH feedback, complaints, survey responses and telephone calls
  • Facilitate and manage all DTC FOH volunteers (staff, guild, etc)
  • Other duties as required

SKILLS AND KNOWLEDGE REQUIREMENTS

  • Some evening and weekend work required
  • Strong ability to evaluate existing customer service challenges, and develop, implement, and monitor improved customer service solutions
  • Excellent written and verbal communication skills
  • Excellent interpersonal and relationship building skills
  • Ability to simultaneously manage a variety of projects in a fast-paced environment
  • Proficiency with Microsoft Office programs

EXPERIENCE REQUIREMENTS

  • Experience with Tessitura software is required
  • Box Office experience is preferred
  • Experience in the performing arts industry is preferred

EDUCATION REQUIREMENTS

  • Four-year college degree

Dallas Theater Center is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.