Job Description
Summary/Objective
The Director of Ticket Sales & Operations for the Boston Symphony Orchestra Inc. is a pivotal position that will be at the center of helping the organization to achieve and surpass its financial objectives through its presentation of the Boston Symphony Orchestra, Spring Pops, Tanglewood and Holiday Pops seasons, as well as other programming throughout the year. This role is responsible for rigorous data analysis and insight development; application of those insights to the seasonal programming and financial planning processes; and development of ticket pricing, revenue budgets and forecasts. In additional, this role will create, lead and manage the organization’s approach to ticket sales operations to provide an efficient, effective and positive customer experience at Symphony Hall and Tanglewood as well as on the company’s website. The ideal candidate will have a proven track record in ticket sales, exceptional leadership skills, and a deep understanding of the live ticketed events industry.
Job Description
Responsibilities:
- Develop and implement a comprehensive ticket sales strategy for all BSO, Pops and Tanglewood seasons to maximize revenue and meet sales targets.
- Build a comprehensive approach to ticket sales reporting, leveraging it to generate key insights and to inform recommendations around season structure and programming content
- Develop and execute ticket sales campaigns to achieve revenue targets for events.
- Create and develop a strategic approach to annual revenue budgeting and forecasting across all seasons and venues, providing guidance to executive leadership on pricing increases, and expectations of volume and revenue growth.
- Prepare presentation materials for executive leadership that translate analysis and insight into clear objectives, recommendations and desired outcomes to gain approval on an approach to achieving and surpassing revenue and profit goals.
- Create pricing and discount strategies to maximize sales while maintaining profitability.
- Lead, manage, and motivate a team of ticketing sales (including Group Sales), customer service and technology staff, providing guidance and support to drive their success and professional development.
- Oversee box office ticketing and customer service operations at Symphony Hall and Tanglewood to ensure efficient workflows and to support a seamless overall customer experience.
- Collaborate with marketing and promotional teams to develop effective sales campaigns and promotional activities.
- Identify new business opportunities and develop innovative sales strategies to expand our customer base.
- Monitor sales activities, analyze performance metrics, and prepare regular sales reports for executive leadership.
- Stay up-to-date with industry trends, competitor activities, and market conditions to identify new business opportunities and adjust sales strategies accordingly.
- Collaborate with other departments, such as Marketing, Finance and Artistic Planning to optimize overall sales performance and streamline processes.
- Remain expert in the BSO’s ticketing system and technologies and evolving industry standards, making recommendations for improvements and efficiencies.
- Continuously strive to improve the overall customer experience by working with the Patron Experience team, on understanding customer response to ticket pricing, discounts, and other customer sales and pricing strategies.
- Manage multiple projects simultaneously and adhere to tight deadlines while maintaining a high level of quality and attention to detail.
Required Education and Experience
Qualifications:
- Bachelor's degree in business, marketing, or a related field (or equivalent experience)
- 5-10 years of proven experience in sales, preferably in live ticketed events space, with a successful track record of meeting or exceeding sales targets
- Previous box office experience required
- Strong analytical and problem-solving skills
- Solid understanding of sales principles, techniques, and best practices
- Strong leadership skills with the ability to inspire and motivate a team
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and colleagues
- Strategic mindset with the ability to develop and implement effective sales strategies
- Proficient in using CRM software and other sales tools to manage and track sales activities
- Results-oriented with a focus on driving revenue growth and achieving business objectives
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Knowledge of Tessitura ticketing system and other sales technologies is a plus
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