Senior Audience Experience Manager - Children's Theatre Company

Children’s Theatre Company (CTC) is seeking qualified candidates for the position of Senior Audience Experience Manager. This full-time benefits-eligible position requires someone who has the vision and leadership skills to manage a successful audience experience team, inclusive of the Ticket Office and Front of House, who is knowledgeable about creating an inclusive customer service experience, and who has the ability to positively contribute to an anti-racist organization and assist in dismantling structural racism in customer relations. Applicants for this role should have exceptional and extensive leadership and supervisory experience, communication and customer experience skills, and demonstrated relationship building and project management skills. This schedule for this role is Monday through Friday with occasional weekend and evening hours.



CTC is committed to equity, diversity, inclusion and justice in our organization and our community, and thus we seek a broad spectrum of employees. We strongly encourage and welcome applicants who are Black, Indigenous or People of Color, as well as those who are from other underrepresented communities.



ORGANIZATION DESCRIPTION



Led by Artistic Director Peter C. Brosius and Interim Managing Director Steven Thompson, Children's Theatre Company (CTC) is the nation’s leading theatre for multigenerational audiences and is one of the 25 largest producing theatres in the United States. A winner of the Tony Award for Outstanding Regional Theatre, CTC creates extraordinary theatre experiences that educate, challenge and inspire young people. It has set standards of excellence in the quality of its productions, commitment to new work, and innovative education and community partnerships.



DIVERSITY AND INCLUSION STATEMENT



CTC is dedicated to increasing justice, equity, diversity and inclusion in our audiences, our programs and in all of our hiring for staff, artists, and recruiting of board members. CTC is committed to a future where our theatre is a home for all people, all families, and is truly reflective of our community. We are also committed to providing a work environment that is free from discrimination. CTC prohibits discrimination in employment against any employee or job applicant because of that person’s race, color, creed, religion, ancestry, sex, national origin, disability, genetic information, age, sexual orientation, gender identity, gender expression, marital status, familial status, veteran status, status with regard to public assistance, membership in a local human rights commission or any other legally protected status.



POSITION SUMMARY



The Senior Audience Experience Manager is a hands-on leader of the Audience Experience teams, advocating for exceptional audience experiences that help to ensure strong short- and long-term business and audience engagement outcomes at Children’s Theatre Company. In addition to overseeing the front-of-house and ticket office operations, this role works with internal partners to develop a comprehensive understanding of the patron experience using supporting data and audience insights to guide strategy and influence decision-making throughout the theatre. This position ensures that the front-of-house and ticket office operations enhance overall audience satisfaction, sustain a standard of service excellence, and deliver on business objectives including earned revenue generation through ticket sales and concessions and merchandise sales.

This position reports to the Director of Marketing and Communications.



ESSENTIAL FUNCTIONS



Audience Services

• Build, lead, and support a diverse team of front facing staff in delivering industry leading customer service to a multigenerational and multicultural audience

• Foster a culture of collaboration, belonging, and creative problem-solving

• Lead, plan, and administer the Audience Experience department in a manner that delivers upon industry leading customer service and audience engagement levels, and meets financial goals

• Recruit, train, and supervise managers of front-of-house and ticket office teams to ensure a consistently excellent audience experience is achieved and that business goals and service standards are met, and departmental protocols are understood and executed

• Stay aware of best practices in the service and hospitality field and advocate for the audience experience, ensuring that needs and interests are considered in both daily operations and institutional projects

• Log, measure, and respond to patron concerns and issues with care ensuring a positive outcome for all involved parties; elevate concerns to senior management as needed

• Consistently monitor and improve customer service policies to ensure that patrons feel their evolving needs are being handled in the most effective manner possible

• Partner with the Director of Marketing and Communications to ensure alignment with departmental goals, initiatives, sales incentives, and key messages for audiences; provide clarity, communication, and consistency of messaging across all departments

• Participate in regular Marketing and Communications Department meetings, cross-departmental meetings, and other workgroup and taskforces

• Manage elevated visitor-facing issues and staff performance promptly and appropriately

• Manage annual department budgets, partnering with Director of Marketing and Communications, Director of Finance, and the Chief Operating Officer to ensure alignment and proper administration

• Act as lead manager for and representative of all Audience Experience efforts to ensure the success of internal collaboration and consistency of service provided

• Ensure appropriate protocols for cash handling and reconciliation in concession and merchandise sales and ticket office

• Distribute timely communication of institutional information to all full-time and part-time Audience Experience staff

• Produce all required reporting for the department

• Collaborate with the Safety and Security Supervisor on evacuation plans and procedures, safety concerns, building concerns, and ensure all front of house staff receive AED/First Aid/CPR training

• Ensure State of Minnesota laws are followed concerning the sale of alcohol including overseeing training adherence and licenses are current

• Work closely with the Tessitura Administrator to support smooth CRM operations and interdepartmental communication of customer service issues

• Build framework to collect and utilize departmental data to ensure success in institutional strategic goals

• Establish consistent front of house and ticket office KPIs, ensure consistent staff training, and establish and maintain performance management structures

• Develop and implement departmental initiatives and strategies to support the mission of the Children’s Theatre Company

• Oversee merchandise and concessions operations to ensure budget targets are met, revenue is maximized, and patron’s needs are addressed, including sourcing, pricing, inventory, point of sale technologies, signage, analysis, and reporting

• Performs other duties as assigned



Supervision

• Recruit, train, and manage department staff or oversee the training of staff by the House Manager and the Ticket Office Manager

• Oversee the development, implementation, and refinement of a training program for front-line staff focused on techniques for working with audiences of all ages, abilities, and backgrounds

• Supervise Ticket Office Manager and House Manager ensuring consistent and decisive administration of ticketing and service delivery

• Prioritize mentorship by developing ongoing professional development opportunities for staff



Collaborate with all departments in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity, and Inclusion

• Assist with monitoring and ensuring access, representation, participation, and decision making for historically marginalized communities in the Ticket Office and Front of House, for our patrons, and in all aspects of CTC’s audience services

• Study topics that lead to a deeper understanding of how white supremacy, racial violence, and systemic racism have shaped American society and how that shapes CTC’s workplace and the lives of CTC employees

• Encourage and empower everyone to speak out against racist workplace practices and policies

• Provide leadership with empathy for all staff

• Positively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our community



POSITION QUALIFICATIONS



Experience

• Significant customer service experience, preferably in a theatre, museum or in other entertainment industry organizations

• Considerable demonstrated skills in managing dynamic teams

• Demonstrated supervisory and team-building skills

• Inspirational leadership style combining organizational competence, excellent interpersonal skills, and clear communication across all channels

• Adept at managing high volume staffing models

• Comfort managing complex interpersonal relationships, diplomatically addressing difficult service scenarios

• Experience working in a union environment strongly preferred

• Demonstrated success working effectively with diverse teams and audiences

• Demonstrated skills and knowledge in budget management, cash handling, reporting, and budgeting experience is essential



Knowledge, Skills and Abilities

• Adaptability – Ability to adapt to rapid pace in a changing workplace

• Budget – Ability to plan and work within budget parameters

• Communication – Ability to communicate clearly and concisely

• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Customer Oriented – Ability to take care of the customers’ needs while following company procedures

• Decision Making – Ability to make critical decisions while following company procedures

• Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race,

ethnicity, religion or physical abilities

• Emotional Intelligence – The ability to recognize and manage one’s emotions, and the emotions of others, to achieve positive and mutually beneficial outcomes

• Inclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalized

• Judgment – The ability to formulate a sound decision using the available information

• Project Management – Ability to plan and manage workflows and personnel in a holistic and integrated fashion to ensure progress of projects, and awareness of responsibilities among staff

• Supervisory Management – Ability to manage and motivate others

• Time Management – Ability to manage the available time to organize and complete work efficiently and effectively within given deadlines



Computer Skills

• Demonstrated knowledge of Microsoft Office suite, CRM platforms, and database programs preferred.

• Experience with or aptitude to learn Tessitura or other ticketing systems essential

• Experience with or aptitude to learn NetSuite or other accounting systems is essential



Other Qualities

• A commitment to ethical conduct in all respects of the work environment

• A commitment to creating a just, equitable and inclusive work environment

• A commitment to the protection of confidential information to which this position has access

• Ability to positively contribute to an anti-racist/anti-bias organization and work to dismantle structural racism in theatre

• A passion for the arts, and for serving the needs of a multi-generational and diverse set of arts patrons is a plus



COMPENSATION

The starting salary range for this full-time position is between $62,000 and $70,000 annually. Benefits include medical, dental and vision insurance; short-term and long-term disability and life insurance; vacation and sick leave; nine paid holidays; and a 403(b)-retirement savings plan.



TO APPLY

Please send a cover letter and resume to Andrew Robertson, Director of Human Resources at jobs@childrenstheatre.org. Please include the name of the position(s) to which you are applying in the subject line of the email.


Salary: starting range: $62,000 to $70,000