Sep. 30, 2016
Vancouver Opera is a dynamic, progressive not-for-profit charitable organization. Founded in 1958, it is the second largest opera company in Canada. After 55 years of presenting exceptional opera productions in a traditional season, the company is in a period of creative growth as it transitions to a new model which includes an annual opera festival. The successful candidate will have an opportunity to contribute to the success of the inaugural Vancouver Opera Festival, in April/May 2017.
The Ticket Centre Manager / Data Analyst is responsible for the effective operation of the Vancouver Opera Ticket Centre and remote box offices; for managing, tracking, analyzing and reporting subscription and single-ticket sales; with the Director of Information Technologies, for ensuring the optimal functioning of online and in-person ticketing and customer service systems; for analyzing sales patterns and projecting results; for managing seat inventory and pricing; and for ensuring the consistent delivery of exceptional customer service while striving to achieve sales goals.
Recruiting, scheduling, training and managing staff at the Ticket Centre and remote box offices;
Establishing, with the Marketing department, policies and practices regarding sales and customer service, and ensuring compliance with those policies and practices;
Managing all aspects of daily subscription and single ticket fulfillment;
Monitoring and regulating Ticket Centre and remote box office business practices to ensure accurate sales reporting, revenue controls, record-keeping and accounting and performance reconciliation and settlements;
Contributing to, and supporting, marketing and sales initiatives and strategies, including promotional and source tracking;
Building performances, events, and packages in the VO database (Tessitura);
Creating pricing and seating zone scales for all venues in order to maximize potential ticket sales revenue;
Tracking, analyzing and reporting sales and sales patterns, and advising on sales pacing, inventory management and dynamic pricing;
Maintaining best customer service practices amongst ticket centre and remote box office staff, and ensuring that VO’s brand and messaging are consistently and effectively communicated to all customers and prospective customers;
Overseeing remote box office operations, including equipment connectivity, set-up and disaster recovery procedures;
Working collaboratively with the Director of Information Technologies on all Tessitura single-ticket and subscription event set-ups and seasonal rollovers;
Monitoring all Ticket Centre sales and communication access points, including Tessitura, phone system, email and ticketing website;
Collaborating with the Director of Information Technologies on the enhancement and maintenance of the ticketing, customer service and constituent modules of Tessitura;
Providing strategic, tactical and practical advice on optimizing VO’s ticketing and customer relationship management systems;
Maintaining departmental adherence to established data entry practices to ensure the integrity of VO’s database;
Collaborating with co-presenters and co-producers, as required, in the management of ticket inventory and sales;
Performing all required administrative duties relating to the Ticket Centre, including budget management and supplies procurement;
Receiving in-bound – and making out-bound – sales and customer service calls as necessary.
The successful candidate will have at least 3 years’ experience in managing a busy performing arts ticket centre / box office, in addition to considerable experience as a ticket centre / box office sales and customer service representative, and will demonstrate:
- Proficiency with all aspects of ticketing & customer relationship management systems and databases, including the retrieval and analysis of sales and customer data. Familiarity with Tessitura would be a distinct advantage;
- Proven ability in managing ticket centre / box office staff, including recruiting;
- Proven ability in maximizing ticket sales through inventory management and pricing strategies including dynamic pricing;
- Strong interpersonal skills and a collaborative working style, with the ability to research, investigate and gather information;
- The ability to think strategically, proactively and innovatively in a busy and creative cross-disciplinary working environment;
- Strong instincts for customer service and an exemplary record of achieving high standards of customer service;
- Strong organizational skills, including the ability to organize and maintain calendars, plans, reports and analytics;
- The ability to thrive and communicate in times of heightened activity in multiple business locations.
The data-retrieval and data-analysis duties of this position serve all departments of the company and are therefore of particular importance. This is recurring 10-month contract position (September through June) that could be expanded to full-time, to encompass the summer months when the company typically is not in production, depending on the successful candidate’s qualifications in this respect.
The position will require attendance at performances and at other events throughout the year.
How to Apply:
Please send a cover letter and resume by mail or email to:
Director of Marketing
The O’Brian Centre for Vancouver Opera
1945 McLean Drive
Vancouver, BC V5N 3J7
NO PHONE CALLS PLEASE
We thank everyone who applies for this position. However, only those who are selected for an interview will be contacted.
Salary is commensurate with experience and includes a benefits package.