Organization Summary
Lyric Theatre of Oklahoma, The Official State Theatre, provides joy and inspiration to thousands annually. We present six or more productions yearly, staging more than 103 live performances at the 2400-seat Civic Center Music Hall and the 280-seat Plaza Theatre. Our Interactive arts outreach touches more than 160,000 students across the state. In addition, we have the premier musical theatre training academy in the state, providing students ages six and older with a variety of private lessons, class lessons, and production opportunities, including participation in the Junior Theatre Festival each year on the regional and national level. As a self-producing arts organization, we employ artists and artisans in a variety of skill sets and take great pride in contributing to the economy, creativity, and conversation in our state.
Position Summary
The Patron Services Manager is a collaborative team player, responsible for maintaining excellent customer service for all patrons of Lyric Theatre of Oklahoma. This position reports to the Director of Marketing, PR, and Sales and is responsible for the daily use of Patron Manager, Lyric’s CRM ticketing/donor system, and its ancillary products. This position manages the theatre’s customer service representatives, in house telemarketing staff, and partners with telemarketing contractors. The position is responsible for the smooth and cooperative operations with the Civic Center Box Office team to ensure seamless customer experience in all venues. The Patron Services Manager must be able to work flexible hours, with frequent nights and weekends required. Preference will be given to candidates with formal training in Patron Manager, or other CRM software, or equivalent experience. This employee will also need a high degree of tech proficiency and be comfortable adopting and maintaining various technologies for the Lyric. The ideal candidate for this position will be collaborative, optimistic, forward-thinking, analytical, detail oriented, professional, growth oriented, and bring significant customer service experience.
Essential Job Functions
- Under the direction of the Director of Marketing, Public Relations and Sales, manage and train the box office staff for the Lyric Theatre of Oklahoma.
- Coordinate with marketing, development, finance, and box office employees to ensure smooth and seamless operations.
- Work closely with the Director of Marketing and Sales to maintain best practices for sales and service.
- Work with marketing staff to develop and implement promotions, sales, and acquisition strategies. Including but not limited to the pricing, building, and implementation of Lyric’s season events, special events, and promotional sales efforts.
- Manage the day-to-day use of Patron Manager and its ancillary components and driven to continual learning.
- Handle and investigate all escalated customer service issues and take action to retain patronage.
- Serve as Patron Manager’s certified representative on behalf of Lyric, working with internal departments to ensure best practices are adopted and maintained.
- Sell single tickets and subscription packages.
- Maintain the integrity of Lyric’s patron database.
- Manage list pulls for various initiatives and provide regular ticket sales analysis in a timely manner.
- Suggest, create, and maintain discount codes, offers, and special pricing for productions.
- Continually seek out new and more effective operations and business models within Ticket Services.
- Create and maintain peer ticketing analysis to stay current and competitive in the marketplace.
- Assist internal departments with website management for their ticketing needs.
- Ensure all Lyric shows and box office hours are staffed appropriately.
- Coordinate in a timely manner with Civic Center Music Hall Box office staff on Paciolian ticket system build and all box office management related to Lyric Theater of Oklahoma.
- Train and coordinate with volunteer box office staff as needed.
Required Competencies
- Team and growth-oriented and intrigued with the possibilities of growing replicable best practices.
- Excellent verbal and written communication skills with high attention to detail
- Passion for the arts and dedication to supporting the mission of the Lyric with experience in a nonprofit, preferably a performing art, environment.
- Intermediate to advanced proficiency with Microsoft Office, including Word, Excel, and Outlook
- Knowledgeable and comfortable with computers and phone systems
- Ability to perform several tasks concurrently with ease, professionalism, and positivity
- Ability to gather and interpret a wide variety of data in an accurate and timely manner
- Team focused, Self-directed, creative, and flexible; able to problem-solve, multi-task, and adapt to changing priorities
- Ability to stand for extended periods and lift/carry 20+ pounds
- Reliable transportation to and from venues and office
- Ability to remain calm under pressure when working with the public.
Education and Experience Required
- Previous experience with ticketing systems required – including the use of system tables, and experience building campaigns, appeals, events in the database and reports.
- Previous Box Office management experience, with 1-2 years of experience leading and supervising a team
- Previous customer service experience is required
- Minimum 2-5 years’ work in nonprofit administration
- A high degree of accuracy and attention to detail
- Excellent written and oral communication skills
- Bachelor’s Degree
Compensation
This is an exempt, full-time position with a salary range of $45-50K, commensurate with experience and qualifications. The position requires an in-person, in-office presence, with the possibility of a hybrid schedule as agreed with the supervisor. Evenings, weekends, and some holidays are required during performance runs. If a week exceeds a 40-hour work week, flex time can be offered.
Lyric’s benefits package includes health, dental, and vision insurance, paid time off, sick days, and an optional 401(k) plan. The successful candidate will need to pass a criminal background check.
Application Instructions
Send a cover letter and resume to susan@lyrictheatreokc.org. The application deadline is January 30, 2025.
No phone calls, please.
All applicants who are offered employment with the Lyric will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and reference check.
Lyric Theatre of Oklahoma provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
