Associate Box Office Manager, Client Events

Join our community and experience Emerson College!

The Associate Box Office Manager, Client Events is responsible for the operational success of all ticketed events presented by external clients and internal Emerson College clients in the Office of the Arts venues. They collect event info, build the event in the ticketing system, manage all day-to-day needs of the event from on-sale through curtain, and provide an accurate financial settlement after the event has closed. They ensure all information about the event is communicated thoroughly and effectively to Box Office staff and proactively inform and request info from other key stakeholders for the event within and outside of Office of the Arts. This role works independently with support and advice from the Senior Box Office Manager as needed.

ESSENTIAL JOB DUTIES

• Responsible for the creation and set up of all client-presented ticketed events within the ticketing system, including but not limited to collecting event info, building the event in the ticketing system, creating seating maps, setting up discount codes, building ticket packages, designing price charts, and building and scheduling reporting
• Manage Ticket Inventory for all client-presented performances, including adjusting availability of seats on sale, advising on pricing and sales initiatives, strategically enacting price adjustments and re-scaling, and managing held inventory to ensure revenue is maximized, the house is well-dressed and all ticketing needs are adequately supported
• Prepare ticketing staff for daily patron inquiries and event shifts by writing detailed event notes, event one-sheets, and managing Box Office internal wiki pages with event information, including new ticketing practices and policies, event-specific procedures and any relevant updates to existing performance information. Communicates all info to staff in a clear and concise manner that proactively identifies and seeks to address or mitigate potential challenges
• Hold responsibility for the operational success of ticketed client events and overall Box Office performance during those events. If Box Office lines are long, patrons dissatisfied, or the show start is delayed due to Box Office challenges, the Associate Box Office Manager, Client Events is held accountable for creating solutions, and is expected to proactively work to identify and address potential problems before they arise
• Allocate and manage inventory with third party vendors; Ensure all inventory offered is recorded and sales are tracked appropriately 
• Coordinate with the client representatives and Guest Experience as necessary to implement seat filling strategies; Devise solutions and adapt existing approaches to resolve issues
• Create and send email correspondence to patrons, including pre-show emails, issuing special patron communications/forms/initiatives; Use past experiences and precedent to advise the client on best communication strategies, considering both content and timing of emails
• Field patron issues that can’t be resolved by front-line staff and take care of ticketing needs from the client’s marketing and community partners, donors, and VIPs while providing the highest level of customer service
• Evaluate the financial and operational success of the event and the Box Office’s performance throughout the ticketing timeline after the run of each performance; Compile feedback on the policies and practices used for the event as well as the overall experience working with the client to share with OA’s Production, General Management, and Guest Experience departments to inform our decisions about future events with the client
• Manage the Box Office relationship with all clients as the primary contact and support person for them on the Box Office team
• Create and maintain Box Office resources for clients that detail Box Office patron-facing policies, ticketing practices, and the suite of options available to incoming clients
• Build and execute automated and manual sales and patron data reporting as requested by the client
• Audit and reconcile financial data after the close of each client-presented production
• Plan and participate in discussions, learning, and long-term projects to create an inclusive box office and theater-going experience
• Collaborate and consult on the creation, establishment, and documentation of box office policies within the Box Office management team 
• All other duties as assigned

QUALIFICATIONS – Qualifications are deemed required or preferred and represent what is needed to effectively perform job.

• Bachelor’s degree or qualified experience
• 3-5 years Box Office management or