Ticket Philadelphia is a for-profit joint venture of the Kimmel Center, Inc. and The Philadelphia Orchestra that provides ticketing solutions for nonprofit arts and cultural organizations throughout the Delaware Valley. This unique organization offers comprehensive box office, phone, and internet purchase s as well as customer relations management, operating one of the largest Tessitura ticketing consortiums. Ticket Philadelphia services presenters and venues with events 52 weeks a year in various venues. The largest is the Kimmel Center for the Performing Arts, which is home to Verizon Hall (a 2,500-seat concert hall), Perelman Theater (a 650-seat recital theater), SEI Innovation Studio (a 2,688-square-foot black box theater), the Academy of Music (a 2,900-seat opera house owned by The Philadelphia Orchestra), and the Merriam Theater (a 1,841-seat theater owned by the Kimmel Center, Inc.). Presenters served by Ticket Philadelphia include The Philadelphia Orchestra, The Philly POPS, Broadway Philadelphia, Pennsylvania Ballet, Opera Philadelphia, Curtis Institute of Music, Philadelphia Chamber Music Society, and many more. There are 20 full-time employees and more than 15 part-time employees.
The Assistant Vice President (AVP) of Ticket Philadelphia will be a visionary leader responsible for supervising and directing all aspects of strategic planning, data interpretation, and managerial operations. Reporting to the Ticket Philadelphia Vice President, the AVP will energize and execute the organization's strategic plan, creating a roadmap for new systems, processes, and procedures. The AVP will focus on maximizing profitability balanced with service and will have the passion to digitally transform a legacy organization while providing vision and leadership in the adoption of new technology. The position requires a proven track record in service and sales and the skills to manage multiple clients using sophisticated consumer-facing technology. Strong analytical ability, creativity in data interpretation, demonstrated leadership maturity, and the ability to work with diverse teams and manage rapid change in a complex hierarchical environment are key. The AVP will guide, advise, and mobilize staff members and navigate the political landscape of a large organization. This individual will possess a thorough understanding of standard accounting principles, P&L, budgeting, and forecasting as well as the ability to manage and analyze financial data. It is essential that the AVP will be able to communicate effectively and often to leadership teams, clients, and staff across the Kimmel Center for the Performing Arts campus. The selected individual will value diversity and inclusion and will demonstrate a deep commitment to equity in all sectors of the business. The AVP will also oversee best practices in hiring, training, mentoring, and supervising staff while maximizing earned revenues.
Roles and Responsibilities
Support Vice President in Operations and Business Intelligence Competency
* Manage all mode of ticket sales operations, with an annual volume of 1 million tickets, in accordance with the annual business plan approved by the Ticket Philadelphia Advisory Board.
* Analyze financial data and monitor, troubleshoot, and resolve issues for all modes of sale as needed, with specific attention towards profitability.
* Implement changes to business strategy to improve results and achieve desired goals.
* Define, refine, and oversee efficient patron loyalty and service protocol and practice.
* Innovate strategic thinking, utilize technology, and leverage data to provide insights that simultaneously grow profits through sales volume and provide customer loyalty programs for partner organizations in alignment with the business plan.
* Oversee system configuration for all ticket packages and make recommendations for improving platform(s).
* Coordinate with IT to schedule upgrades and research ticket enhancements to utilize in day-to-day operations.
* Create road map and oversee ongoing development for transition from a transactional business model to a patron behavior data-driven customer relationship management (CRM) environment.
* Manage teams to analyze website data and correct/optimize online customer journey, user experience, automation, and purchase path.
* Implement and manage ticket scanning technology and interface with venue.
* Communicate regularly and provide business plan status reports to the Ticket Philadelphia Advisory Board.
Cultivate a Culture of Customer Service
* Supervise the management and training of all customer service staff (on-site inbound phone sales and off-site box offices at Kimmel Center for the Performing Arts, Academy of Music, and Merriam Theater) to ensure a high level of customer service standards, accurate transaction processing, and knowledge of program information and other client-related content.
* Set the standard for a customer-focused workspace, maintain and nourish a customer-centric mindset with sales team and frontline staff, and contribute positively to staff morale.
* Actively participate and guide the GRaCE (Guest Relations and Campus Experience) staff training program.
* Develop systems to streamline services, with a watchful eye towards maintaining customer touch points for all generations of patrons.
Provide Leadership through laboration with Partners and Clients
* Manage Director of Client Relations to provide outstanding customer service to clients, maintain positive relationships, anticipate needs, and troubleshoot conflict through consensus building.
* Support the design, implementation, and maintenance of flexible ticketing policies and procedures to serve client needs.
* Co-manage the planning and implementation of pricing and scaling structures for subscription, single-ticket sales, and special offers.
* Develop strong communications infrastructure with Kimmel Center, Inc., The Philadelphia Orchestra, and other clients to actively support all stakeholder efforts, provide excellent customer service, and maximize revenues.
* Form a strong partnership between ticketing services departments, information technology services, and seven client partners to drive ticket sales and loyalty initiatives.
* Work with marketing and sales departments to create and implement upsell opportunities.
* Spearhead initiative to establish common data conventions and nomenclature to align activities of seven client partners.
* Assist with professional mediation, contract negotiations, and grievance resolution for the Treasurers & Ticket Sellers Local 752 unionized box office employees.
Partner with Finance and IT Services
* Ensure proper reporting, accounting, and transmission of all Ticket Philadelphia revenue.
* Provide financial reconciliation to finance department and all clients according to contractual agreements.
* Collaborate with IT services staff to manage in-house ticketing and phone systems.
* Participate in discussions and assist with business case for Ticket Philadelphia capital projects.
* Maintain and implement emergency communications plan for real-time emergencies and systems (phone/website) failures.
Traits and Characteristics
The AVP will provide value to Ticket Philadelphia and its partners by leveraging data resulting in increased revenue. This individual will be a data-driven, innovative leader who effectively communicates and builds rapport with clients and team members at all levels of the organizations. An experienced team player and consensus builder, the AVP will excel in managing complex customer relationships and navigating the fluid landscape of a large organization. The successful candidate will be an open, confident, and communicative professional who is adept at managing teams to solve problems. The AVP will bring a passion for data solutions and customer service, utilizing analytical skills to develop new initiatives that will improve the customer journey. This individual will possess a well-rounded set of competencies as an effective communicator, builder, problem solver, advocate, and strategist.
Other key competencies include the following:
* Interpersonal Skills - The ability to effectively communicate, build rapport, and relate well to all kinds of people.
* Decision Making - The capacity to analyze all aspects of a situation in order to make consistently sound and timely decisions.
* Personal Accountability - The competence to prioritize and complete necessary tasks in order to meet or exceed the mutually agreed upon expectations of the role and to assume accountability for leadership actions.
* Negotiation - The aptitude to listen to many points of view and facilitate agreements between two or more parties.
Qualified applicants must have a demonstrated history of increasing responsibility in a senior management role in the live entertainment field. Expertise in creating and managing complex business plans is essential. This role requires strong fluency in today's ticket selling technology and CRM software or related field. The AVP must have an expert understanding of digital purchase path functionality and technology-enabled solutions to help manage client expectations and patron-centered usability of the website. A successful track record in best practices in customer service and a high level of leadership is expected. The ability to work effectively with multiple constituencies is paramount. Experience working with union organizations is a plus. The successful candidate should have a passion for live entertainment as well as enthusiasm for Ticket Philadelphia's mission of creating happy, satisfied patrons, healthy art institutions, and successful partners.