Sales and Patron Loyalty Manager

JOB OVERVIEW:

The Sales and Patron Loyalty Manager is responsible for overseeing sales efforts, inbound and outbound, for Utah Symphony | Utah Opera (USUO). This position reports to the Director of Patron Services and plays a vital role in growing USUO’s relationships with our audiences and increasing ticket sales revenue. The manager aligns sales strategies, pricing, promotions, and patron communications in the ticket office within the broader campaign timelines, goals, and messaging of the Marketing, Communications, and Patron Services department. Additionally, the manager works closely with Development staff on seasonal outbound telefunding efforts. This sales leader directly supervises the Group Sales Associate, with additional oversight of USUO’s front-line, customer-facing Patron Services Specialists and Patron Services Associates.

Please note: This position works in the ticket administration office at Maurice Abravanel Hall, 10 AM-6 PM, Monday-Friday; occasional evening and weekend work for performances is required.  

ESSENTIAL RESPONSIBILITIES INCLUDE:

• Design and implement comprehensive sales campaigns for both subscription packages and single tickets for USUO performances, aligning outbound/inbound efforts with the overarching marketing and communications campaign plans; identify timelines, establish goals, generate leads, and craft messaging.
• Collaborate closely with Development department to lead the outbound phone portion of the end-of-year fundraising campaign.
• Track campaign metrics, including call completion, revenue metrics and other KPIs, and patron feedback.
• Collaborate across the organization to align outbound/inbound sales and patron retention and loyalty efforts with company-wide projects and strategic initiatives.
• Track and analyze sales pacing and patterns for performances, work closely with the Director of Patron Services in identifying opportunities to adjust pricing dynamically, create special offers, or implement additional promotional efforts and messaging to meet ticket revenue and volume goals.
• Support Vice President of Marketing & Communications and Director of Patron Services in creating sales projections for current and future fiscal years.
• Assist in developing performance packaging and pricing for subscriptions.
• Provide ongoing training to Patron Services Specialists and Associates on fundraising and sales strategies, including techniques to cross-sell, up-sell, and overcome objections; lead participatory training sessions and develop guides and other resources, including phone scripts and email templates.
• Identify additional opportunities for proactive personal touchpoints with patrons to deepen their engagement with and loyalty toward the organization.
• Together with Group Sales Associate, develop prospecting tactics, retention strategies, and specific objectives for increasing group ticket purchases.
• Collaborate closely with Patron Services Manager to oversee, motivate, and delegate to Patron Services Specialists and Associates, with a specific eye toward exceeding ticketing revenue and fundraising goals.
• Serve as supervising manager in the ticket office at USUO performances, in rotation with other Patron Services leadership.
• Perform other duties as assigned and required.

REQUIRED EDUCATION/EXPERIENCE/SKILLS:

• Bachelor’s degree in marketing, business, sales, or related field or equivalent experience.
• 2+ years of experience in a similar role managing a sales or customer service team, preferably in a call center environment.
• Advanced understanding of sales processes, strategies, and KPIs.
• Goal-oriented and driven, with a proven track record of growing sales revenue.
• Energetic and positive personality; ability to create a supportive work environment and motivate employees.
• Understanding of personable, concierge-level customer service; ability to develop positive relationships with patrons.
• Excellent time management skills with a proven ability to meet deadlines and manage multiple projects simultaneously.
• Self-starter with an inclination to explore ideas that are creative and unconventional.
• Excellent organizational, written, and verbal communication skills.
• Proficient knowledge of Microsoft Office Suite.
• Competency with Tessitura ticketing system strongly preferred.
• Passionate and knowledgeable about symphonic music and opera.
• Occasional night and weekend availability required.

PHYSICAL REQUIREMENTS

• Remain stationary for prolonged periods and work on a computer.
• Move equipment weighing up to 20 pounds.
• Must have reliable transportation.
• Must have valid driver’s license.
• Periods of working outdoors, including on uneven terrain, in spring and summer months, particularly at USUO’s Deer Valley® Music Festival.

SALARY:

Begins at $25 per hour, plus excellent benefits.

TO APPLY:

Please apply online @ www.usuo.org/employment and include a cover letter, résumé, and references with your application. Applications without a cover letter will not be considered