Job title: Director of Patron Experience
Company: Handel and Haydn Society
Job description: Handel and Haydn Society | Director of Patron ExperienceDepartment: Box Office, Marketing and CommunicationsReports to: Vice President of Marketing and CommunicationsSummary:The Director of Patron Experience plays a critical role in the financial success of H+H by providing leadership to the Box Office and all areas associated with the concert experience to ensure the highest level of overall excellence for which H+H prides itself. In this front-facing position you will engage with every department at H+H as well as patrons, Board members and outside vendors. Your department provides a service to both internal and external constituents with the main objective of increasing revenue and patron loyalty in accordance with our mission: To inspire the intellect, touch the heart, elevate the soul to connect us all with our shared humanity through transformative experiences with Baroque and Classical music.Key Areas Of ResponsibilityBox Office / Sales:
- Oversee and manage Tessitura our ticketing and database software.
- Oversee and execute all aspects of subscription and individual ticket season prep and launch including activities surrounding HHYC ensuring accuracy by deadlines provided.
- Process all payments and ticket distribution for subscriptions, individual tickets and group sales.
- Oversee daily activities of the walk-in Box Office currently M-F, 9-5 (summer hours may apply); oversee phone queue and telesales systems.
- Manage and coordinate consistent database entry between departments in conjunction with H+H Data and Reports Analyst.
- Oversee Box Office staff in list pulls and work with Marketing on collateral and direct mail execution. Proof materials for accuracy of policies and pricing as requested.
- Coordinate papering and papering strategy with Marketing and VP of Strategic Partnerships.
- Order and maintain merchandise for the H+H shop.
- Generation of daily reports in conjunction with H+H Data and Reports Analyst.
- Work with Marketing and VP of Strategic Partnerships to meet goals for target audiences which currently include young professionals, students, children, and groups.
- Oversee Box Office process for daily reconciliation and additional reporting for Finance using the Adyen system including resolving discrepancies and chargebacks. Liaise with Finance on annual Audit as needed.
- Work with VP of Marketing and Communications to review and analyze data, offer sales summaries along with reports. Respond to requests for additional reports as needed.
- Oversee and adhere to annual Box Office budget for staffing and supplies.
Supervise:
- Ticketing Operations Manager (TOM) and additional part-time Box Office team members as needed.
- Oversee TOM in ticketing operations including training of staff and all back-end ticketing operations as part of TOM job description.
- Ensure quality control and continually elevate performance of team members.
Front of House:
- Lead or oversee scheduling staff for concert duty
- Liaise with concert venues for all aspects of ticketing, walk-up sales, Symphony Hall meals
- Ensure merchandise ordered for online and onsite Shop
- Oversee concert prep including assembling printed materials and any equipment needed for concerts ensuring optimal pre-and post-concert operations.
- Oversee TOM in training and preparation of staff for all roles associated with concert duty.
Patron Experience:
- Foster exceptional patron experience across the organization.
- Develop a patron experience training plan for the organization and execute it.
- Respond to patron questions and patron service issues including tickets sales, exchanges, parking and database software issues.
- Suggest policies and approaches to our partners and consultants including the BSO, garage staff and freelance ushers.
- Respond to VIP requests; liaise with Development Department and Executive Leadership to ensure customized service is provided to key constituents as requested.
Position Requirements:
- Knowledge of CRM Tessitura / TNEW (or equivalent) required. Additional training will be provided.
- Evening and weekend work is required along with availability to work onsite at approximately half H+H concerts including HHYC. For 2025 – 2026 season approximately 12 weekends per year.
- 2+ years Box Office experience or equivalent and 5+ years Manager level professional experience.
- Supervisory experience required.
- Appreciation of Classical or Baroque music. Knowledge preferred.
- Superior written and verbal communication skills, a “people-person.”
- Detail oriented and highly accurate.
- Ability to transition from one task to another while maintaining priorities and meeting deadlines and changes in market conditions.
- Ability to thrive in a fast-paced multi-faceted live arts environment.
- Superior technology, data analysis and financial skills.
- Send of humor appreciated. Solution driven.
- Valid Drivers License and willingness to operate H+H van.
- Bachelor Degree required. Advanced degree preferred.
- Proficiency with Microsoft Office
- Position requires occasional lifting of boxes and print materials, loading and unloading a vehicle and repetitive use of a computer.
ScheduleThis position is currently hybrid, requiring two days in the office and three days remote. The schedule may change at any time. H+H is looking for new office space by late summer 2026 and a variety of work environments are under consideration.A flexible work schedule if offered as evening and weekend work is a requirement of this position. On concert weekends, a late start is offered on Fridays or the day before the concert and the day following the last concert in the series.Summer Schedule 2025 includes a four-day work week with nine Friday closures and fully-remote.Compensation: $70k-$80kAbout H+HH+H is a dynamic Classical and Baroque music organization encompassing the H+H Orchestra andChorus and the Handel and Haydn Youth Choruses (HHYC). H+H has been sharing the gift of live music for over 210 years, longer than any other performing arts institution in the United States.We are constantly evolving and improving processes and programs to deliver live music and learningexperiences at the highest level in a fun, dynamic, forward-thinking environment.Handel and Haydn Society is committed to diversity, equity, and inclusion, and we aspire to build a diverse staff team and community, including groups that are traditionally underrepresented. Statistics show that underrepresented groups apply to jobs only if they meet 100% of the qualifications. H+H appreciates different personal and professional experiences and encourages you to apply, even if you do not meet all the listed qualifications. We look forward to reviewing your application.Job Posted by ApplicantPro
Expected salary: $70000 – 80000 per year
Location: Boston, MA
Job date: Sat, 14 Jun 2025 22:20:59 GMT
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