Description:
Responsibilities:
- Serves as the Museum’s ticketing expert. Is a resource for all areas of the Museum.
- Acts as the key driver and architect for special ticketing projects. Researches, advocates, determines timelines and implements new concepts that align with the Museum’s sales objectives.
- Builds out and tests all admission, program and event ticketing configuration needs in Tessitura, the Museum’s CRM and ticketing solution. Takes into consideration end-user experience and reporting requirements.
- Acts as the primary liaison to the Museum’s various stakeholders who create exhibitions, programs, films, and other ticketed experiences. Configures set-up in the ticketing system based on needs of each request.
- The primary advocate of the ticket and membership buyer, with an eye towards providing a positive purchase experience. Collaborates with key individuals in IT to ensure that all purchase functionality runs as required.
- Provides support and training to various stakeholders across the Museum. Develops ticketing software best practices and “how to” documents.
- Develops reports and tracks key metrics related to sales and attendance. Trains internal stakeholders in how to use basic Tessitura Reports and Analytics central to measuring the success of the ticketed event.
- Supports on-site and online sales functionality, acts as primary contact with IT department. Works closely with the admission/box office teams.
- Puts in place a strong web and application testing regimen for all on sales, discounts, promotions and new products. Supports IT with testing related to updates, upgrades, and new initiatives related to the operator and user experience. Implements new procedures sees through successful completion.
- Manages ticketing system hardware, including scanners, tablets/mobile point-of-sales stations and kiosks. Is the primary point person with kiosk vendor. Serves as primary contact for Museum’s IT team, for maintenance and upgrades of ticketing and POS hardware.
- Tracks and places orders for ticket stock, guest passes, and other necessary supplies.
- Maintains price charts for internal and external purposes, including the digital screens at the admissions desks.
- Other related duties as assigned.
Skills, Knowledge and Abilities:
- Technical knowledge of ticketing systems and their applications to the areas of admission, membership, fundraising, and box office operations
- Excellent verbal and written communication skills and the ability to share knowledge effectively with colleagues and management
- Demonstrated organizational and time management skills to allow for several tasks and deadlines to be addressed simultaneously
- Self-starter with the ability to problem-solve, with a great attitude and work ethic
- Ability to identify knowledge and process gaps and address with recommendations and solutions
- Attention to detail
Education and Experience:
- Back-end setup experience with a ticketing platform in the areas of admission ticketing and membership/subscription.
- Experience with Tessitura HIGHLY preferred.
- Bachelor’s degree in a related field OR an equivalent combination of experience and education from which comparable and demonstrable knowledge, skills, and abilities have been achieved
- Museum, cultural organization, public-serving, or ticketed-attraction experience also HIGHLY preferred
- Working knowledge of Microsoft Office applications (Word, Excel, etc.)
- Basic knowledge in SQL queries and Microsoft SSRS reporting a plus