DEPARTMENT: Ticketing Services
POSITION: Associate Manager, Ticketing Services and Group Sales
REPORTS TO: Manager, Ticketing Services
JOB TYPE: Full-time Non-Exempt / 40 hours a week
SALARY RANGE: $31,000-$38,000 + commission
The primary function of the Associate Manager, Ticketing Services and Group Sales is to act as the enthusiastic front-facing lead representative of KCRep’s Ticketing Services team through phone, digital, and face-to-face patron interactions. The Associate Manager, Ticketing Services and Group Sales will assist with managerial functions on an as-needed basis, including the efficient scheduling and training of the Ticketing Services team, management of other revenue-driven ticketing programs, and modeling and delivering the highest customer service standards. They will also lead group sales initiatives, aiming to meet revenue goals, and strategizing on growth opportunities.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Ticketing Services
• Assist the Manager of Ticketing Services in overseeing part-time Ticketing Services staff.
• Collaborate with Manger of Ticketing Services in oversight of functions and processes of the Ticketing Services department.
• Act as “Manager on Duty” for select performances days/times.
• Support the Manager of Ticketing Services in training all new hires in the Ticketing Services team.
• Collaborate with the Ticket Services department to ensure consistent messaging regarding company events.
• Address incoming calls, assist walk-up customers, respond to emails, and handle traditional mail.
• Sell, exchange, and process returns to single, seasonal, and group tickets for all performances, focusing on upselling as part of the revenue-generating team.
• Provide concierge support during season subscription campaign as needed.
• Stay updated on subscription and group packages, options, and benefits.
• Adhere to proper procedures for handling cash, checks, and credit card transactions.
• Familiarize yourself with season productions by reading scripts and attending at least one dress rehearsal or preview performance for each production, to enhance sales efforts.
• Maintain accurate patron records by cleaning up entries and updating names, addresses, phone numbers, and emails.
• Maintain organization within the Ticketing Services department materials, ensuring the phone room and box office locations are tidy and free from clutter.
Group Sales
• Oversee the group sales program.
• Enhance revenue opportunities for A Christmas Carol and the regular season of performances.
• Organize party receptions and conduct backstage tours.
• Drive revenue through both existing and new group sales initiatives to meet established sales goals.
• Collaborate with external community groups and organizations for promotional and artistic partnerships.
• Handle community ticket donation requests, ensuring timely fulfillment and accurate record-keeping of voucher usage.
• Administer the Employer Share Program, The Drop, Teen Tix, Vet Tix, and any additional external ticket partner programs that arise and provide prompt and precise invoicing.
• Manage community partnership programs, developing and maintaining best standards and processes using Tessitura.
Reporting and Administrative
• Collaborate with the Manager of Ticketing Services to develop documentation for best practices for Tessitura regarding various ticketing initiatives, including gift vouchers, promotions, exchanges, and more.
• Develop, update, and modify group sales reports as organizational requirements evolve.
• Analyze data and assist in shaping the group sales and pricing strategy.
• Collaborate with the internal Tessitura leadership team to uphold best practices and data integrity policies for accurate KCRep information.
• Assemble ticket orders and promotional materials for distribution.
• Participate in scheduled training sessions, company meetings, and other events as feasible.
• Promote and support KCRep’s mission, vision, and values, showing a commitment to Inclusion, Diversity, Equity, and Anti-racism (IDEA) principles.
• Carry out additional tasks as assigned.
Qualifications
• Commitment to the highest standards of customer service
• Technology savvy and interested in learning new software
• Experience with Word, Excel, and Outlook; knowledge of Tessitura ticketing software a plus
• Must have excellent verbal and telephone etiquette, communication, and interpersonal skills
• Event management experience preferred
• Experience in ticketing preferred, background in performing arts and/or non-profit organizations a plus
• Background in performing arts and/or non-profit organizations a plus
• Able to lift to 25 lbs. as needed
• Some evening, weekend, and holiday availability required.
Compensation
• In addition to current regular base salary in the range of $31,000-$38,000, the Associate Manager, Ticketing Services and Group Sales will earn a commission for the group sales they organize.
• 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. This position is non-exempt and requires the working of some evenings and weekends.
To apply, please send résumé and letter of interest to Manager, Ticketing Services Karl Annable at kannable@kcrep.org. No phone calls, please.
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 (KCRep), 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 45,000 patrons including 8,000 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.