SUMMARY SFJAZZ is seeking an experienced full-time Audience Service Director. This position manages customer relationships, ensuring customer satisfaction, quick and personalized service while maximizing ticket sales and donated income. The successful candidate will be responsible for the coordination of personnel, equipment, and contracted services in the front of house throughout the event lifecycle for SFJAZZ activities. As a key member of the SFJAZZ team the Audience Services Director will maintain a premiere level of customer service throughout multiple service channels.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Oversee Audience Services, Patron Services, and overflow services, including hiring, training, staffing, motivating, and managing sales, front of house, and usher teams. Generate revenue through Audience Services from single ticket sales, subscription sales, special packages, donations, Internet, email/fax sales and telemarketing Ensure the timely and accurate processing of all orders through the phone, internet, email, and fax Establish and maintain methods and procedures to achieve timely and accurate resolution of customer inquiries Responsible for all on-site, off-site, day & evening performance/special events ~ this will require regular attendance at these events to ensure all audiences and patron a premiere experience at SFJAZZ Oversees the artists merchandising program with accountability and accuracy Develops, recommends and implements an annual budget to ensure optimal staffing levels and monitors scheduling to ensure budget projections are achieved. Responsible for the bi-monthly payroll of all box office, front of house, and ushers employees Prepare weekly reports summarizing sales, complaints, call volume and advertising impact Ensure maintenance and upkeep of data standards within ticketing system Maintain phone system and coordinate upgrades to insure proper equipment functionality Establishes standards and continuous improvement protocols for audience chamber preparedness and execution Collaborates across SFJAZZ departments and industry partners to ensure appropriate and timely coordination/compliance of matters related to venue life safety and security Oversees the fulfillment of the SFJAZZ Volunteer Participation and Recognition Program
Any other duties as assigned.
Minimum of five-years public assembly venue management experience, a bachelor’s degree in a related field of study, or an equivalent combination thereof
Manage full and part time employees with complex scheduling needs
Demonstrate solid leadership communication, and sales skills
Knowledge of social media/digital best practices for customer service
Innovative team player with the ability to work well with others in a fast-paced environment
Ability to perform under pressure while maintaining a courteous and professional attitude toward client and team members
General knowledge of life safety standards
Required to work evenings, weekends, or special events as needed
Physically able to walk, stand, climb stair, and lift up to 30 pounds
Outstanding interpersonal skills, including strong English verbal and written communication skills
Proficiency in the Microsoft and integrated cloud applications environment
Working knowledge of the Tessitura platform and ticketing/sales best practices
Industry experience with event and/or venue management software a plus
SFJAZZ has become the world’s leading cultural institution devoted to jazz and related forms of music, presenting over 300 performances each year at the new SFJAZZ Center and throughout the San Francisco Bay Area.
In addition to presenting the SFJAZZ annual season, the San Francisco Jazz Festival and SFJAZZ Summer Sessions, SFJAZZ supports a vibrant local music scene with Hotplate events and th...eir free summer concerts at Stanford Shopping Center and Levi’s Plaza, and nurtures aspiring musicians with diverse education programs and performing ensembles.
In January 2013, SFJAZZ took the most audacious step in its evolution, opening the 36,000-square-foot, $64 million SFJAZZ Center on the corner of Fell and Franklin streets in the heart of San Francisco’s cultural corridor.
The first stand-alone structure in the country built specifically for jazz, the SFJAZZ Center was designed by award-winning San Francisco architect Mark Cavagnero, who worked with acoustician Sam Berkow and theater designer Len Auerbach to create a main performance space with the acoustic quality of a great concert hall and the relaxed intimacy of a jazz club. That’s the Robert N. Miner Auditorium, a flexible, scalable venue that seats up to 700 people in close proximity to the musicians with superb sightlines and pristine acoustics tailored for jazz performance.
The 100-seat Joe Henderson Lab is the SFJAZZ Center’s street-level performance and rehearsal space, named for the late, great saxophonist and San Francisco resident, which also serves as the nerve center for the organization’s education department. Students of all ages use the Joe Henderson Lab as well as the practice rooms and cutting-edge digital lab for workshops, rehearsals, master classes and private instruction. “We wanted to create a community gathering place around jazz,” Kline says, “a place where jazz can do what it’s always done—grow and change. Now there’s a permanent place in San Francisco where it can flourish.”