Manager, Subscriber & Audience Experience
Boise State University

Job Info

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About Us:
Boise State University is located along the banks of the Boise River and a short stroll from the state capitol. We are committed to an innovative, transformative, and equitable educational environment that supports student success, and advances Idaho and the world.

Boise State is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Applications from individuals of all backgrounds and identities are welcomed.

Learn more about Boise State and living in Idaho's Treasure Valley at https://www.boisestate.edu/about/
Job Summary/Basic Function:
Primarily focused on Broadway, the Manager of Subscriber and Audience Experiences will be responsible for prioritizing the customer experience primarily for Broadway subscribers and group sales with a focus on client retention and acquisition. The manager will collaboratively develop sales goals and implement ideas, programs and strategies to sell a variety of ticket products (season, mini plans, groups, etc.). The manager will provide superior customer service to prospects, ticket buyers and donors throughout the season while maintaining an account list of subscribers to ensure high customer satisfaction and retention rates.
Department Overview:
About the Morrison Center

Located on the campus of Boise State University, the 2,002-seat Velma V. Morrison Center for the Performing Arts is Idaho's home for the arts. Nestled on the banks of the Boise River, with a panoramic view of the city, parks and foothills, the Center's 10-story stage house is a recognizable fixture of the Capitol's picturesque skyline. The realization of a life-long dream of Harry W. Morrison, and championed by his widow, Velma, the Center opened its doors on April 7, 1984. Today the Center is recognized as a major destination for arts and culture, annually hosting hundreds of live entertainment and arts education offerings that serve to enrich the lives of patrons of all ages. As a Boise State affiliate, the Center's budget is supported by ticket sales, facility rentals, donations and the generous support of the Morrison Center Endowment Foundation, Inc. The Center does not receive support from state appropriations. The latest economic impact study for the Morrison Center shows the generation of $27.9M in value to the local and state economy. For more information on our programs and history, please visit us at: www.MorrisonCenter.com

Level Scope:
Entry-level professional with limited or no prior experience to contribute on a project or work team. Incumbent learns to use professional concepts to resolve problems of limited scope and complexity under close supervision while achieving day-to-day objectives. Works on developmental assignments that are initially routine in nature, requiring limited judgment and decision-making. This level is typically focused on self-development. Requires theoretical knowledge through specific education and training.
Essential Functions:
50% of Time the Position must:

Patron Engagement & Retention

• Provides exceptional customer service to current Broadway in Boise subscribers including assisting with season ticket renewals, seat upgrades, and exchanges. Main point of contact for all BIB subscribers.
• Cultivates relationships with new and existing subscribers throughout the Broadway season while maintaining an account list of ticket holders to ensure high customer satisfaction and retention rates. Monitor and manage the progress of sales and service toward established goals and objectives.
• Constantly work to improve accuracy, effectiveness, and efficiency in communicating with patrons. Collaborate with ticketing and marketing staff regarding pricing changes and subscriber messaging timelines.
• Achieve and exceed annual BIB subscriber retention goals.
• Attend subscriber and donor events.
• Work closely with the Marketing and Venue Services team, and plan onboarding communication and events for new subscribers to ensure retention. Create touchpoints and opportunities for relationship-building year-round through special events such as pre-show talks, talkback sessions, artist meet & greets, or other special online subscriber-only content.
• Research and report on audience preferences and trends through data analysis.
• Create strategies for single ticket/group buyers to become Subscribers and multi-year subscribers to continue their loyalty.

40% of the Time the Position must:

Ticket Sales

• Coordinates and leads all outbound Broadway in Boise ticket sales efforts (season, partial, renewals, group, and individual) through a best-practice approach.
• Cultivates and converts single-ticket buyers, group purchasers, and prospects into subscribers.
• Cultivates current and past traditional groups and new prospects to generate sales.
• Manage current corporate groups and seek out new businesses and organizations to enhance the corporate group program.
• Works closely with the Director, Venue & Patron Services to create new revenue-generating ideas.
• Assist the Box Office with incoming sales calls.

10% of the Time the Position must:

• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Answer and place phone calls with a smile to leave the customer feeling positive about their time with you.
• Able to do mail merge with patron lists and write welcoming, warm letters to subscribers.
• Become fluent in season ticket sales cycles, offers, and processes to better assist subscribers.
• Able to listen to customer needs, complaints, and suggestions and solve problems quickly and with a fun, can-do attitude.
• Proven track record in meeting and exceeding sales and subscriber retention goals.
• Able to learn data systems and evaluate data to make informed decisions and track trends.
• Knowledge of or ability to learn ticketing systems (Ticketmaster, TM1, Archtics).

Minimum Qualifications:

• Bachelor's Degree or equivalent relevant professional experience.

Preferred Qualifications:

• Two to three (2-3) years of ticket sales, or customer service experience.
• Event, Box Office, or related experience
• Experience using Ticketmaster computerized ticketing software a plus
• An appreciation of the fine and performing arts

Salary and Benefits:
$46,051.20-$53,539.20 based on experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.
Required Application Materials:
Resume and Cover letter

Advertised: April 17, 2024 Mountain Daylight Time
Applications close: April 30, 2024 11:55 PM Mountain Daylight Time

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