Job Details

Patron Services and Database Supervisor

  2019-04-22     Sunset Cultural Center     9th and San Carlos.     $22-$25 hour  

Job Title:                        Patron Services and Database Supervisor

Department:                  Patron Services (Box Office)

Reports to:                    Marketing/Finance Department

Position:                       Hourly/Non-Exempt, 32 hours per week

Organization Overview

Sunset Cultural Center, Inc. (SCC) is a 501(c) (3) nonprofit corporation that programs and manages the 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 full-time staff members.

Position Summary

SCC seeks a passionate, customer-oriented team player to supervise 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 Supervisor (PSS) oversees daily operations for SCC’s box office, including single-ticket and subscription/membership sales and services and box office staff supervision and scheduling. The Patron Services Supervisor is responsible for the oversight 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 PSS coordinates upgrades and customization of the software as needed and continually identifies database requirements.

The PSS also works in tandem with members of the senior management team to ensure the highest degree of patron and donor satisfaction and engagement. The PSS reports to the Director of Marketing, with oversight from the Finance Department, and supports the organization’s efforts to mine data 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 Supervision

  • Oversee and manage operations and reporting related to event ticket sales and donations, including managing the Tessitura ticketing platform and customer database
  • Work with the Assistant Patron Services Supervisor to ensure event days and ticketing retail hours are properly staffed
  • Accurately and promptly complete all Box Office accounting for the Finance Department, including daily receipts reporting, cash handling and reconciliations
  • Work with department directors and independent presenters to perform 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 subscriptions
  • Liaise with various departments, coordinating specific sales/ticketing-related projects including subscription renewals, donation solicitation, community ticket donations, etc.
  • Support strategic planning and the execution of special marketing initiatives within the Tessitura system, such as ticket buyer retention and group sales programs
  • Execute strategies to enhance the audience experience during productions, including add-on benefits and upselling opportunities

Database Supervision

  • Serve as the main point of contact between SCC and Tessitura, coordinating updates to Tessitura and TNEW (online customer interfaces) as needed
  • Inform staff on the various issues with Tessitura that would change current business practices
  • Create, test, and document new operational procedures
  • Perform database queries and data extractions for various departments
  • Continually monitor the LIVE database and website platform environments, identify and report technical errors
  • Maintain all security modules and day-to-day administration of the security policies

Desired Qualifications:

  • A minimum of 1 year supervisory experience required
  • Working knowledge of customer relational database management systems such as Salesforce, Patrons Edge, Vendini, or Tessitura required
  • Two years’ experience in box office operations is preferred. Relevant experience in a hospitality field, office management, and or computer programming experience would be strongly considered
  • Strong aptitude for data management and proven experience learning new software
  • Working knowledge of Microsoft Office products
  • Post-secondary education (diploma or certificate) or the equivalent in professional experience

Needed Skills:

  • Excellent customer service skills are essential, must possess the ability to 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
  • Ability to work a flexible 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 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.

Do not contact this company in solicitation of any product or service.

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