Posted: June 23, 2023
Job Title: Audience Experience Manager
Reports to: Executive Director
Job Summary: The Audience Experience Manager is responsible for creating a positive experience for Symphony patrons, donors, and sponsors. This position is responsible for front of house ticket sales, season ticket sales and management, and sponsor management using Patron Manager software. The audience experience manager has an
intimate knowledge of patrons and donors in our system, and facilitates invoicing and reconciling donations with the Bookkeeper. This position is responsible for volunteer management and assists with fundraising events, sponsor parties, and concessions. Additionally, this position assists the Executive Director on certain aspects of Symphony
development.
This is a full time position. Some weekends and evenings are required.
Salary: $30,000 - 34,000 annually, commensurate with experience, with generous PTO package.
Qualifications
- Demonstrated commitment to best-in-class guest service
- Event management experience in high volume performing arts, theater, attraction, museum, zoo or similar venue preferred
- Experience with ticketing and patron database management preferred
- Excellent interpersonal skills and ability to interact with differing personalities and/or people of diverse backgrounds at all levels of the organization
- Well-organized and deadline-oriented, with exceptional attention to detail and follow-through
- Ability to work both in structured and planned environment, and in situations where rapid response and instant decision-making is essential
- Strong written and verbal communication skills
- Excellent organization skills and ability to prioritize when there are competing deadlines
- Ability to analyze, problem-solve, and work on projects independently
Database Management
- Serve as the certified administrator of PatronManager and complete all training and certifications required by PatronManager on behalf of the Idaho Falls Symphony
- Maintain accurate records of donors, donations, and campaigns
- Maintain an accurate list of returning and interested new season ticket holders
- Provide reports as requested
- Train and provide support to staff and/or volunteers who need to use PatronManager
- Maintain current mailing lists
Volunteer Coordination
- Recruit, retain, and train volunteers and ushers for concerts/events, and to help with office projects
- Schedule volunteers and ushers for each concert/event
- Plan and facilitate annual volunteer recognition and season kick-off meeting
Front of House Management
- Participate in tech meetings to assure communication of Front of House needs with production staff
- Oversee smooth front of house experience for patrons
- Assure that Will Call and Ticket Sales Booth are both properly staffed and able to function as efficiently as possible
- Oversee volunteers and ushers for all Symphony concerts and events
- Transport materials to/from the office and performance venues
- Put up signage, decorations (when applicable) and assure that ushers are properly positioned so as to help patrons
- Oversee positive concession experience
- File necessary paperwork for alcohol permits and follow up reports
- Coordinate and oversee all stages of food and beverage purchasing and reporting
- Oversee sponsor after-parties
- Work with Executive Director to make sure food and beverage is acquired and on-site
- Coordinate volunteers to help set up and serve
- Oversee clean-up and ensure proper conclusion of event
- Oversee patron experience at Soundscapes concerts
Development
- Provide administrative support for the Executive Director, Board Development Committee and Gala Committee
- Create a strategy for and execute regular donor communications
- Prepare and send acknowledgement letters, receipts and other correspondence in a timely manner
- Manage foundation, corporate and individual donor database
- Work with the Executive Director to create monthly fundraising reports and year-over comparison reports
- Coordinate production and mailing of development-related mailings
Donor Relations
- Maintain and develop relationships with donors and prospective donors
- Schedule meetings between appropriate donors and Executive Director and/or Development Board members
Fundraising Gala
- Provide administrative support to the Gala Committee, and assure collection of information is accurate and timely
- Maintain auction software and input information as it is received from donors and attendees
- Attend Gala set-up and tear-down to oversee and assist the Gala Committee as needed
- Organize check-in/check-out table, oversee collection of money, and assure that receipts/invoices are provided correctly
- Organize and supervise volunteers
Office and Administrative Assistance
Front Desk Management:
- Pleasantly greets patrons and assists with ticket sales and other needs
- Answers phone calls, emails, and general inquiries
- Manages front desk 11am-4pm Monday-Friday
Administrative Assistance:
- Schedules meetings for Music Director when in town, assists in scheduling for Executive Director
- Assists with filing and general organization/cleaning of the office
- Assists in distributing marketing materials and bookkeeping tasks
- Assists with sponsor party preparations, gala and other fundraising events
Social Media Coordinator:
- Works with Executive Director and Music Director to schedule and strategize social media presence
- Implements social media strategy in coordination with marketing company
Other Duties as assigned
