Audience Services Manager

  • Full Time
  • Chicago
  • July 27, 2024

Website Loyola University Chicago Department of Fine and Performing Arts

Preparing People To Lead Extraordinary Lives

The Audience Services Manager is a primary contact that supports all of the Department of Fine and Performing Arts public programming by coordinating the marketing, ticketing, audience engagement, and front of house management for all public programming. This involves strategic decisions around marketing plans for audience engagement and collaboration with the Managing Director, Chairperson and area Directors of Theatre, Dance, Music and Fine Arts. This role is responsible for the training, mentorship, leadership and supervision of a student support staff of 20+ student workers who support the box office and front of house functions, along with marketing and information desk management. It may also involve supervising student interns working in Audience Services or Arts Management for academic credit.

The department produces over 80 events annually (including music concerts, theatre performances, dance concerts, and gallery exhibitions) in five specialized performance venues (Newhart Family Theatre, Jo Ann Rooney Auditorium, Underground Theatre, Skowronski Music Hall, Ralph Arnold Gallery) as well as utilizing other spaces on campus (Palm Court, Damen Cinema, Madonna della Strada). The Audience Services Manager is charged with the safety and management of the 15,000+ patrons who walk through our doors annually and works closely with campus safety and facilities to ensure our venues and policies support public programming.

As this role is deeply involved in accepting credit card payments for the department, PCI training and compliance is required along with working with ITS and Cash Management on configuring and maintaining all of the specialized box office equipment that collects card payments. This role serves as the project manager of design projects related to programming, and revenue management of all ticket sales.

Primary Responsibilities Include:

Administrative Responsibilities

  • Administrator of Audience Services Computers and equipment (10 Department Computers, Credit Card and & Ramblerbucks Terminals, ticket printers, scanners)
  • Administrator on all Ticketing Software (Presently Audience View)
  • Adminstrator on technology for virtual/remote/paperless programming features (Scanova, Flipsnack, Vimeo, Emma)
  • Coordinates and Supervises the staffing and all responsibilities of the Information Desk on the first floor of Mundelein
  • Creates, maintains, reviews and updates Audience Services Notebook (knowledge base) of important policies and procedures
  • Creates custom reports as needed in regards to revenue, ticket type sales, marketing reach/effectiveness, student engagement, promotion/access code effectiveness
  • Works with Campus Safety to create/evaluate Emergency Procedures for public programming spaces
  • Serves as a primary liaison for the DFPA and all collaborations with other University Departments
  • Perform other duties assigned

Supervising and Mentoring Students Employees

  • Hire and Train 20-25 Work Study Student Employees to serve as the Front of House and Box Office staff for all public programming events [Students work 12-19 hours a week]
  • Oversee students during events for in-person or remote support and be on-call for evenings and weekends when on site.
  • Train all student staff on Department and University policies regarding Emergency Procedures
  • Mentor students in daily office operations and customer service skills
  • Ensure all students are PCI certified and remain in compliance.
  • Train all students on the software, programs, and equipment needed to run the box office [AudienceView (program and equipment), Scanova, Flipsnack, Vimeo, Maxxess, Calendarwiz, Onedrive, Airtable, Asana, Emma, 25Live, Catertrax]
  • Assist with supervision of the Art Support Student Staff when the Graphic Designer is not present [5-7 students/graphic designers/photographers who run the print and design services of the DFPA]

Mundelein Information Desk Coordinator

  • Train and Schedule the staff of the Mundelein Information Desk [10am-5pm Monday-Friday during the academic year].
  • Ensure students working desk are familiar with the building, campus, the process for creating a work order, locus, and 25Live.
  • Handle the distribution of lockers and prox cards and the management of the database and automation.

Project Manager for Graphic Design Projects

  • Work with Managing Director to determine marketing plan, including timing and budget, setting goals for audience engagement.
  • Using Asana (project management software) to initiate, delegate, and complete our graphic design projects for the DFPA [100+ projects annually including programs, posters, brochures, web images, etc.]
  • Communicate with the graphic designers, faculty directors, UMC, and other stakeholders to ensure the final designed piece satisfies all needs.
  • Ensure projects stay on track in terms of schedule for distribution plans.
  • Determine appropriate ordering quantities to support distribution plans.

Public Relations/Patron Management

  • Maintains, develops and updates our patron contact and marketing databases
  • Manages and coordinates all communication to DFPA audiences via AudienceView, Myemma (e-marketing campaigns), and Sakai.
  • Establishes and implements all operational Front of House and Box Office procedures
  • Project Manager for all programs/playbills both with internal and outside vendors [20+ annually]
  • Administers all aspects of AudienceView (ticketing system) for DFPA programmingLoads in all events, ticket types, presale codes, discounts, for in person, phone, and online sales.
  • Establishes Venue maps for all public programming spaces [8 unique spaces]
  • Establish Virtual/livestream event plan and communication.
  • Creates Captioning Script for Newhart Theatre performances and collaborates with the Lighting & Sound supervisor for edits.
  • In collaboration with the Office of Advancement, handle the needs of any VIP patrons
  • Arrange, manage and coordinate all group sales, including collaborating with Campus Saftey to arrange for bus or van parking.
  • Coordinates with Stage Managers and Concert Managers the FOH needs on events.
    Manages all aspects of both in person and online audiences for in person, virtual, and livestreamed events including pre-event communication and during-event technical support (for online events).

Box Office Operations & Revenue Management

  • In Collaboration with Managing Director, establish pricing, membership packages, subscriptions and discounts for all DFPA public programming [100 events annually]
  • Collect all revenue for the DFPA via Cash, Check, Credit Card, or Ramblerbucks [$100K annually]
  • Prepare Weekly Deposits for all Revenue collected
  • Generate Revenue and Attendance Reporting
  • Train all student staff in proper cash handling procedures
  • Process all single ticket and subscription orders
  • Create and maintain Audience Services database for House Management and Box Office Management reports and automation.

Marketing and Communication

  • Ensure DFPA events are well publicized on campus and off
  • Determine and execute the marketing plan for 100+ public events.
  • Creator and Administrator for all EMMAs (email marketing campaigns) [50 campaigns set to 22,000 people annually]Ensure all material is error-free, dynamic, and approved by stakeholders
  • Determine the frequency and scope of our email-marketing efforts
  • Evaluate the metrics of what is working and what is not and adjust process/material accordingly.
  • Seek new opportunities for marketing; track and evaluate current methods.
  • Maintain and Update Student lists in Airtable and Emma

Computer skills:

The role requires a high level of proficiency in cloud-based project management systems (ASANA, Airtable, etc) and a proficiency with Microsoft Suite. Expected experience with on-line ticketing platforms and e-marketing and CMS systems. Our systems include AudienceView, Asana, Airtable, Scanova, Flipsnack, Vimeo, Maxxess, Calendarwiz, Onedrive, Emma, 25Live, Catertrax.

Requirements:

The candidate should have completed a Bachelor’s in Theatre, Arts Management, Public Relations, Marketing or a related field; plus 2-3 years relevant experience in either box office management, front of house, performing & visual arts marketing, audience management, integrated marketing communications, media relations, public relations or special events planning and management. Experience in managing an events staff or working with students preferred.

Qualified Candidates will be self-reliant, have the ability to work independently; and possess excellent organizational, planning, interpersonal and communication skills. Excellent writing/editing skills and proofreading abilities are also essential. It is also desirable to have knowledge of the performing and visual arts, knowledge of e-mail marketing software, Adobe Creative Suite, project management software, familiarity with HTML coding and email/web technology. Knowledge of local media and arts media resources preferred. Experience with box office ticketing software and front of house management. Must have the ability to work with a positive attitude in high pressure/high stress situations, excellent communication skills, attention to detail, the ability to lead and manage a team of students and have a sense of humor.

Diversity, Equity, and Inclusion

As one of the nation’s largest Jesuit, Catholic universities, Loyola University Chicago fosters a transformative cultural experience that honors diversity, equity, and inclusion. We are committed to not only recruiting, but also retaining a diverse, mission driven workforce and enabling a culture of inclusiveness in an environment that values service excellence, stewardship, personal well-being, and professional development for all of our employees. Loyola University Chicago supports its staff and faculty with a wide array of affordable, comprehensive and competitive benefits centered on health and wellness, financial security, equity, and work-life balance. We actively seek those who wish to join our faculty, staff, and students in a community of diverse opinions, perspectives, and backgrounds supporting our Jesuit mission and striving toward the same goal of being persons for and with others.

Instructions to Apply:

Interested applicants should apply at the link below.
Include a cover letter and resume and writing sample or marketing material. Applications will be reviewed as they are received. Ideal starting date between August 1-August 15, 2024.

To apply for this job please visit www.careers.luc.edu.

Pay Rate/Range*: $55,000-60,000
Organization Contact Name: April Browning
Organization Email Contact: abrowni@luc.edu