CRM & Box Office Coordinator Lincoln Performing Arts Centre/Lincoln School of Performing Arts Brayford Campus

Transcription

1 UNIVRSITY OF LINCOLN JOB DSCRIPTION JOB TITL DPARTMNT LOCATION CRM & Box Office Coordinator Lincoln Performing Arts Centre/Lincoln School of Performing Arts Brayford Campus JOB NUMBR COA025 GRAD Grade 4 DAT March 2018 RPORTS TO Artistic Director CONTXT CRM & Box Office Coordinator role is based within Lincoln Performing Arts Centre, a vibrant, contemporary arts organisation and venue that provides opportunities for creative exchange between artists, audiences and academia. We seek to delight and inspire our diverse communities by promoting great performance at the heart of the city offering the best in presented and self-produced work, whilst nurturing the next generation of artists, practitioners and producers. We work tirelessly to connect existing and new audiences with performance and to encourage innovative and meaningful ways for our communities to engage in creative activity. JOB PURPOS The CRM & Box Office Coordinator will be charged with coordinating a customer relationship management focused approach to audience engagement, driving customer acquisition, retention and loyalty. The Coordinator will be responsible for the management of the venue s ticketing function, fielding telephone and counter sales alongside the day-to-day administration of the Box Office. The post holder will be closely involved in the planning and delivery of customer relationship management strategies, informing marketing and programming decisions and working closely with the marketing team and other suppliers to support and deliver targeted direct and digital communications. They will be directly responsible for driving group booking sales and memberships, promoting educational packages to schools and liaising with staff, visiting companies and LSFPA to manage ticket allocations. The post holder will provide comprehensive database analysis in support of Lincoln Performing Arts Centre s business objectives, giving direction to colleagues on ways in which such information will inform their work. Where appropriate the Coordinator will work with the FOH& Café Bar Manager to recruit and train venue staff, including setting priorities and objectives for these individuals. Page 1 of 8

2 KY RSPONSIBILITIS Management Lead and administer the work of the Box Office department to ensure departmental targets and KPIs are achieved. Work with the FOH & Café Bar Manager to oversee the recruitment of staff as appropriate, managing rotas to ensure sufficient staffing levels in line with budgetary and business demands and that telephone and in-person queues are kept to a minimum. Working alongside the FOH & Café Bar Manager to train the front line staff, so that they are multi-skilled and reflect the values of Lincoln Performing Arts Centre. Working to encourage a culture of teamwork and performance. Work with the Management Team to set monthly sales targets and to motivate the frontline team to achieve these. Monitor the performance of staff and ensure the necessary direction and training are provided. nsure that the Box Office reflects Lincoln Performing Arts Centre s brand. Monitor and evaluate appropriate budgets with the Artistic Director and the Management team. Follow relevant financial procedures effectively and efficiently, including reporting and reconciliation, posting, cash handling and cashing up, and liaising with the Finance Clerk to process invoices. Customer Service & Sales nsure customer relationship management systems provide an effective sales funnel and efficient sales process. Monitor and maximise customer lifetime value strategies ensuring maximum profitability. nsure the organisation captures all required information at key points in the customer life cycle. Actively sell to customers by telephone, in person, by post and on-line including tickets, merchandise and other ancillary sales and securing donations. Actively pursue group and educational/schools sales, building relationships with the wider community. Coordinate the Friends of Lincoln Performing Arts Centre scheme, acting as a point of contact for existing Friends, managing communications and driving acquisition and retention of Friends. Page 2 of 8

3 Work with the Management Team to develop opportunities to increase income through ticket sales (internally and externally), e.g. ticket agency. Lead the box office and front-line team by example, ensuring high quality customer service, working closely with the FOH & Café Bar Manager and Marketing Manager to implement a customer care policy that guarantees the highest standard of service across the organisation. Ticketing Systems Management xpertly manage all aspects of the Box Office system and its integration with other internal third party systems and software. xtract and analyse weekly/daily reports for finance, programming and marketing departments and visiting companies. To extract information for annual performance indicators and evaluation reports as required. nsure the database is segmented effectively for all operational needs. To ensure compliance with all relevant laws and legislation regarding data protection and ensuring that all Lincoln Performing Arts Centre staff are aware of these issues and apply best practice when working with box office data. Marketing In collaboration with the Marketing Manager, plan and deliver customer relationship management and audience development strategies across the organisation to increase customer acquisition, retention, loyalty and frequency/volume of tickets purchased. Undertake deep data analysis to provide meaningful insight into audiences to inform venue decision-making, working with the marketing department and third parties to undertake audience and market research. Identify key customer segments, trends and purchasing patterns, and provide recommendations of ways this can be interpreted to inform marketing activity and tailor communication to customer needs. To prepare targeted segmentation and overseeing bespoke direct communications with customers in line with the marketing plan schedule and evaluate the effectiveness through analysis. nsure return on investment through KPIs and performance metrics. Other Responsibilities Keep up to date with industry ticketing and marketing best practice and with system developments to ensure best value effectiveness and disseminate this knowledge amongst colleagues to ensure Lincoln Performing Arts Centre becomes a leader in its field. Page 3 of 8

4 To provide Zing Café Bar sales cover during low season. To help to create an atmosphere of creativity in the building that encourages, students, artists and audiences to create and participate in our artistic programme. Act as an approved spokesperson and advocate for the organisation and represent Lincoln Performing Arts Centre events, meetings and conferences. The post holder is expected to work evenings and weekends. In addition to the above, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post. Page 4 of 8

5 ADDITIONAL INFORMATION Scope and dimensions of the role The CRM & Box Office Coordinator will pursue a customer-focused, intelligence-driven approach to sales that maximises income and delights our audiences. Using their initiative and expertise they will deliver a Box Office function for Lincoln Performing Arts Centre that engages with best practice in terms of sales, marketing and customer care. They will be the first point of contact for many of our customers and consequently must always be knowledgeable about the venue. The post holder will ensure adherence to financial and data protection standards and procedures. The post holder will need to be a team player and contribute to a supportive and collaborative culture, which facilitates the ongoing development and effective use of Lincoln Performing Arts Centre. Internal Key working relationships/networks xternal Artistic Director Head of School of Performing Arts Lincoln School of Performing Arts Staff and Students Marketing Manager Technical Manager FOH & Café Bar Manager Lincoln Performing Arts Centre Steering Committee Financial Services Human Resources staff Suppliers Contractors Services personnel Artists/Visiting Companies Page 5 of 8

6 UNIVRSITY OF LINCOLN PRSON SPCIFICATION JOB TITL CRM & Box Office Coordinator JOB NUMBR COA025 Selection Criteria Qualifications: ssential () or Desirable (D) Where videnced Application (A) Interview (I) Presentation (P) References (R) GCS Grade C or equivalent in nglish and Maths xperience: A Solid experience of working in an arts or entertainment environment, ideally venue focused. A Solid supervisory experience within a box office or sales role. AI xperience of managing staff including rotas, monitoring work performance, conducting staff views/appraisals, recruiting and selecting staff and experience of carrying out formal human resources policies and procedures. xperience of reporting, cash-handling and cashing up. A xperience of working in a marketing environment D xperience of data analysis D A Skills and Knowledge: Strong understanding of Box Office systems and processes. xcellent IT skills including database management. Page 6 of 8

7 A high level of numeracy alongside written and spoken communication skills Ability to work unsupervised and organise own workload, set priorities and deliver to agreed targets and KPIs xcellent Customer Service Skills Comprehensive knowledge of Data Protection issues D Good knowledge of promotional techniques, sales techniques and marketing D A Staff management skills (including training). D Competencies and Personal Attributes: A team player with the ability to empower others to deliver an organisation s vision. nthusiastic and pro-active approach to work. Willingness to learn with a commitment to continuous professional development. Ability to prioritise and work accurately under pressure with good time management. A creative, lateral thinker. A strategic and commercial attitude towards sales Passionate about live performance and the arts in general. Customer focussed. Business Requirements: vening and Weekend Work Page 7 of 8

8 ssential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Author Craig Morrow HRBA Page 8 of 8