DEPARTMENT: Marketing
POSITION: Manager, Ticketing Services
REPORTS TO: Director of Marketing & Communications
JOB TYPE: Full time 40 hours/week
SALARY RANGE: $45,000-$55,000
BENEFITS: Health Insurance, 401k, Generous PTO and Paid Holidays, Hybrid Work Environment
JOB OVERVIEW
● The primary functions of the Manager, Ticketing Services are to manage and maintain an enthusiastic and patron-facing Ticketing Services Team, maximize revenue through subscription and single ticket sales and strategy, and supervise all aspects of patron interaction surrounding ticket services while modeling and delivering the highest customer service standards.
● Manager, Ticketing Services also provides Marketing and Ticketing support for KCRep’s ticketing software system, Tessitura, and serves as the superuser for all ticketing needs.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
● Hire, train, and supervise Ticketing Services full and part-time staff, and maintain efficient staff scheduling.
● Monitor and participate in incoming and outgoing patron communications.
● Motivate Ticketing Services team to optimize ticket revenue through sales strategies including demand management.
● Serve as conduit for communications between Ticketing Services, Marketing, and the rest of the KCRep internal departments.
● Proficiency in Microsoft Excel, ability to use formulas for reporting/accounts receivable invoices.
● Monitor and reconcile Customer Service Inquiry (CSI), handle escalated customer service issues.
● Tessitura superuser for Ticketing Services, ability to build seasons and packages, and develop high-level skills within CRM system.
● Provide sales reporting for subscription, single ticket, comp, and ticket donations as needed.
● Create and maintain training documentation for all Tessitura and Ticketing Services procedures.
● Support and uplift KCRep’s mission, vision, and values, and demonstrate a dedication to the principles of Inclusion, Diversity, Equity and Anti-racism (IDEA) work.
● Other duties as assigned.
QUALIFICATIONS
● Minimum three years’ experience in customer service management, preferably in an arts environment, or relevant other industry.
● Experience in sales, preferably in an arts environment, or relevant other industry.
● Comfortable working with CRM systems, Tessitura experience a plus.
● Ability to clearly communicate, both verbally and in written form.
● Basic accounting skills.
● Ability to meet deadlines under pressure.
● A genuine interest in theatre and in working with the public.
● Ability to work a flexible schedule, including evening and weekend hours.
COMPENSATION
• The salary range for this position is $45,000-$55,000 annually and will be in accordance with the background and experience of the selected candidate.
• Full time salary position includes comprehensive benefit package including but not limited to health, dental, vision, and retirement savings plans as well as generous company paid holidays and PTO policy.
To apply, please send resume and letter of interest to Director of Marketing and Communications, Jana Liles, at lilesj@kcrep.org. Please put MANAGER, TICKETING SERVICES in the subject line.
KCRep promotes a culture of inclusion and seeks talented staff from diverse backgrounds. KCRep does not discriminate based on race, color, sex, sexual orientation, religion, national or ethnic origin, age, disability, veteran status or any other legally protected factor.
ABOUT KANSAS CITY REPERTORY THEATRE
Kansas City Repertory Theatre, one of the nation’s oldest and most respected regional theaters, produces theatrical excellence, creating and sharing stories at the center of our nation’s creative crossroads. Lauded by The Wall Street Journal, TIME, Variety and The Toronto Sun, KCRep produces mainstage plays and special events at Spencer Theatre, where it serves as the professional theatre in residence at the University of Missouri-Kansas City, and Copaken Stage located in downtown Kansas City. KCRep employs more than 200 professional artists, technicians, and administrators, and serves more than 65,000 patrons including 10,000 school children.
MISSION
To inspire, entertain, and open minds by creating transformative theatre experiences for all.
VISION
KCRep will be a catalyst for a culturally vibrant, equitable, and thriving Kansas City by connecting artists
and audiences in a welcoming environment that fosters wonder, curiosity, and understanding.
OUR VALUES
Empathy: We empathize with those around us, and we prioritize an environment grounded in empathy and generosity of spirit.
Inclusion: Through our ongoing Inclusion, Diversity, Equity, and Anti-Racism work, we welcome and include everyone. We are respectfully curious about others. We meet people where they are. We are committed to creating a more inclusive American Theatre for all.
Openness: As individuals, teammates, and as an organization, we open our minds to new ideas, hard conversations, challenges, and growth.
Collaboration: We prioritize building a connected and united team. We collaborate internally and externally to demonstrate our commitment to equity and representation and to share stories respectfully and joyfully on stage.
Innovation: We create art, and community. We value the innovation it takes on and off stage to support this work.
Anti-Racism Statement and Action Steps:
Following the social uprisings of summer 2020, KCRep publicly re-affirmed its commitment to the work of inclusion, diversity, equity, and anti-racism (IDEA). Board and staff IDEA committees are collaborating to ensure that this work remains central to our theatre’s daily operations. The staff IDEA committee has established a list of recommendations including identifying and addressing barriers that obstruct IDEA practices; ensuring inclusive representation of the entire community across the organization; and cultivating community partnerships that demonstrate our commitment to inclusion, diversity, equity, and anti-racism. KCRep’s IDEA statement and updates on our work are available online at kcrep.org/inclusion.