Patron Services Manager (Box Office Manager)

Reports to: Marketing Department

Full-Time Position: Salaried, Exempt

Organization Overview

Sunset Cultural Center, Inc. (SCC) is a 501(c) (3) nonprofit corporation that was formed in October of 2003 to manage the historic Sunset Community and Cultural Center (718-seat capacity) and the historic outdoor Forest Theater (525-seat capacity). SCC presents 25-30 main stage programs each season, hosts an additional 100+ events on our stages, administers a comprehensive outreach and arts education program, and employs 14 fulltime staff members.

Position Summary

SCC seeks a passionate, customer-oriented team player to oversee a dynamic department within an exciting,

growing performing arts organization committed to excellence in all of our operations.

The Patron Services Department supports two of SCC’s main revenue centers: Development and Programming.

The Patron Services Manager (PSM) oversees daily operations for SCC’s box office, including single-ticket and

subscription/membership sales and services and box office staff management and scheduling. The PSM is

responsible for the management and maintenance of SCC’s customer database in the Tessitura sales and CRM

platform, and oversees the technical and functional aspects of the software in conjunction with internal and

external technical support. The PSM coordinates upgrades and customization of the software as needed and

continually identifies and solves database requirements.

The PSM also works in tandem with members of the senior management team to ensure the highest degree of

patron and donor satisfaction and engagement. The PSM reports to the Director of Marketing and supports the

organization’s efforts to mine date that will assist with analyzing sales and attendance trends, identify new

product types and areas for potential growth, and design and execute database marketing strategies that will

grow earned and contributed revenue streams for the organization.

Key Responsibilities:

Box Office Management

• Oversee and manage all Patron Services staff, operations, and reporting related to event ticket sales and

donations, including managing the Tessitura/TNEW/TN Mobile Plus ticketing platform, customer

databases, and creating and distributing reconciliations and reports to appropriate department heads

• Accurately and promptly complete all Box Office accounting for the Finance Department, including

daily receipts reporting, deposits, cash handling and reconciliations

• Perform all event set-up and administration functions in Tessitura, such as building ticketed

productions in a variety of scaling configurations, programming special offers and promotions,

programming subscription and membership benefit administration, etc.

• Support strategic planning and the execution of special marketing initiatives within the Tessitura

system, such as ticket buyer retention programs and membership renewal tactics

• Execute strategies to enhance the audience experience during productions, including add-on benefits

and upselling opportunities

• Liaise with various departments, coordinating specific sales/ticketing-related projects including

subscription renewals, donation solicitation, community ticket donations, etc.

• Develop and execute a more robust group ticket sales program for SCC

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• Fulfill guests’ special needs (ADA) in tandem with the Production Team

System Administration

• Serve as the main point of contact between SCC and Tessitura, coordinating updates to Tessitura as well

as TNEW and TN Mobile Plus online customer interfaces as needed

• Write queries in SQL for business needs outside of current reporting capabilities

• Inform staff on the various issues with Tessitura that would change current business practices

• Report technical errors in Tessitura and submits TASK tickets

• Maintain all security modules and day-to-day administration of the security policies

• Cross-train staff to provide Tessitura working knowledge in key operational areas

Qualifications:

• Minimum two years’ experience in box office operations required, preferably with experience in the arts

& entertainment industry (staff supervisory experience is a must)

• Post-secondary education (diploma or certificate) required, and major course work or related

experience in theater arts or related field is preferred

• Working knowledge of relational database management systems is required (experience with Tessitura

sales/CRM platform is strongly preferred)

• Working knowledge of Microsoft Office products and proficiency with Microsoft SQL Server

• Excellent customer service skills are essential, must possess the ability to efficiently and effectively

resolve issues for internal and external customers in a time-sensitive manner

• Excellent organizational skills with the ability to work independently within a collaborative

environment, prioritize and manage multiple, ongoing projects

• Excellent written and verbal communications skills with the ability to present data in written and oral

reports to management

• Strong analytical and problem-solving skills with a flexible mindset

• Self-motived with high standards for excellence

• Working knowledge of nonprofit, performing arts organizations and their various constituent

relationships, interactions and transactions is beneficial

• Spanish-language proficiency is a plus

• Ability to work a flexible full-time schedule that will include evenings and weekends based upon our

performance schedule.

Background checks are required for this position.

To Apply

To apply, please send your cover letter, resume and salary requirement, and be prepared with three current

professional references that can speak to your ability to perform the referenced responsibilities. Please submit

the above list of items in a single PDF document to Christine Sandin at christine@sunsetcenter.org. Phone calls

will not be accepted. Principals only (no recruiters please). Applications that do not follow this format will not be

considered.

Thank you for your interest!

**Sunset Cultural Center, Inc. is an equal opportunity employer, and is committed to a diverse and harmonious

workplace. We extend our thanks and appreciation to all applicants for their expressed interest in working at

SCC and will contact those selected for an interview.