at Loyola University Chicago in Chicago, Illinois, United States
Job Description
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Position Details Position Details Job Title MANAGER Position Number 8102074 Job Category University Staff Job Type Full-Time FLSA Status Exempt Campus Rogers Park-Lake Shore Campus Department Name FINE AND PERFORMING ARTS Location Code FINE AND PERFORMING ARTS (02105A) Is this split and/or fully grant funded? No Duties and ResponsibilitiesThe Audience Services Manager is a primary contact that supports all of the Department of Fine and Performing Arts public programming by coordinating the marketing, ticketing, audience engagement, and front of house management for all public programming. This involves strategic decisions around marketing plans for audience engagement and collaboration with the Managing Director, Chairperson and area Directors of Theatre, Dance, Music and Fine Arts. This role is responsible for the training, mentorship, leadership and supervision of a student support staff of 20+ student workers who support the box office and front of house functions, along with marketing and information desk management. It may also involve supervising student interns working in Audience Services or Arts Management for academic credit.
The department produces over 80 events annually (including music concerts, theatre performances, dance concerts, and gallery exhibitions) in five specialized performance venues (Newhart Family Theatre, Jo Ann Rooney Auditorium, Underground Theatre, Skowronski Music Hall, Ralph Arnold Gallery) as well as utilizing other spaces on campus (Palm Court, Damen Cinema, Madonna della Strada). The Audience Services Manager is charged with the safety and management of the 15,000+ patrons who walk through our doors annually and works closely with campus safety and facilities to ensure our venues and policies support public programming.
As this role is deeply involved in accepting credit card payments for the department, PCI training and compliance is required along with working with ITS and Cash Management on configuring and maintaining all of the specialized box office equipment that collects card payments. This role serves as the project manager of design projects related to programming, and revenue management of all ticket sales.
Primary Responsibilities Include:
Administrative Responsibilities
+ Serve on Advisory Committee for the DFPA
+ Administrator of Audience Services Computers and equipment (10 Department Computers, Credit Card and & Ramblerbucks Terminals, ticket printers, scanners)
+ Administrator on all Ticketing Software (Presently Audience View)
+ Adminstrator on technology for virtual/remote/paperless programming features [Scanova, Flipsnack, Vimeo, Emma]
+ DFPA Representative for the Celebration of Students, Family Weekend, Alumni Weekend
+ Coordinates and Supervises the staffing and all responsibilities of the Information Desk on the first floor of Mundelein
+ Creates, maintains, reviews and updates Audience Services Notebook (knowledge base) of important policies and procedures
+ Creates custom reports as needed in regards to revenue, ticket type sales, marketing reach/effectiveness, student engagement, promotion/access code effectiveness
+ Works with Campus Safety to create/evaluate Emergency Procedures for public programming spaces
+ Serves as a primary liaison for the DFPA and all collaborations with other University Departments
+ Perform other duties assigned
Supervising and Mentoring Students Employees
+ Hire and Train 20-25 Work Study Student Employees to serve as the Front of House and Box Office staff for all public programming events [Students work 12-19 hours a week]
+ Oversee students during events for in-person or remote support and be on-call for evenings and weekends when on site.
+ Train all student staff on Department and University policies regarding Emergency Procedures
+ Mentor students in daily office operations and customer service skills
+ Ensure all students are PCI certified and remain in compliance.
+ Train all students on the software, programs, and equipment needed to run the box office [AudienceView (program and equipment), Scanova, Flipsnack, Vimeo, Maxxess, Calendarwiz, Onedrive, Airtable, Asana, Emma, 25Live, Catertrax]
+ Assist with supervision of the Art Support Student Staff when the Graphic Designer is not present [5-7 students/graphic designers/photographers who run the print and design services of the DFPA ]
Mundelein Information Desk Coordinator
+ Train and Schedule the staff of the Mundelein Information Desk [10am-5pm Monday-Friday during the academic year].
+ Ensure students working desk are familiar with the building, campus, the process for creating a work order, locus, and 25Live.
+ Handle the distribution of lockers and prox cards and the management of the database and automation.
Project Manager for Graphic Design Projects
+ Work with Managing Director to determine marketing plan, including timing and budget, setting goals for audience engagement.
+ Using Asana (project management software) to initiate, delegate, and complete our graphic design projects for the DFPA [100+ projects annually including programs, posters, brochures, web images, etc.]
+ Communicate with the graphic designers, faculty directors, UMC , and other stakeholders to ensure the final designed piece satisfies all needs.
+ Ensure projects stay on track in terms of schedule for distribution plans.
+ Determine appropriate ordering quantities to support distribution plans.
Public Relations/Patron Management
+ Maintains, develops and updates our patron contact and marketing databases, (28K email contacts, 16K physical addresses)
+ Manages and coordinates all communication to DFPA audiences via AudienceView, Myemma (e-marketing campaigns), and Sakai.
+ Establishes and implements all operational Front of House and Box Office procedures
+ Project Manager for all programs/playbills both with internal and outside vendors [20+ annually]
+ Administers all aspects of AudienceView (ticketing system) for DFPA programming
+ Loads in all events, ticket types, presale codes, discounts, for in person, phone, and online sales.
+ Establishes Venue maps for all public programming spaces [8 unique spaces]
+ Establish Virtual/livestream event plan and communication.
+ Creates Captioning Script for Newhart Theatre performances and collaborates with the Lighting & Sound supervisor for edits.
+ In collaboration with the Office of Advancement, handle the needs of any VIP patrons
+ Arrange, manage and coordinate all group sales, including collaborating with Campus Saftey to arrange for bus or van parking.
+ Coordinates with Stage Managers and Concert Managers the FOH needs on events.
+ Manages all aspects of both in person and online audiences for in person, virtual, and livestreamed events including pre-event communication and during-event technical support (for online events).
Box Office Operations & Revenue Management
+ In Collaboration with Managing Director, establish pricing, membership packages, subscriptions and discounts for all DFPA public programming [100 events annually]
+ Collect all revenue for the DFPA via Cash, Check, Credit Card, or Ramblerbucks [$100K annually]
+ Prepare Weekly Deposits for all Revenue collected
+ Generate Revenue and Attendance Reporting
+ Train all student staff in proper cash handling procedures
+ Process all single ticket and subscription orders
+ Create and maintain Audience Services database for House Management and Box Office Management reports