Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.
Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious as the Theatre nears its 75th anniversary in 2021-22. When the Theatre reopens, his strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences that are as diverse and vibrant as the city of Houston.
Rob Melrose, Managing Director Dean Gladden and the Alley’s leadership team are committed to promoting Equity, Diversity, and Inclusion (EDI) in all aspects of the Theatre’s programming and operations. We are conscious about fostering an environment where everyone is encouraged to bring their authentic selves. We embrace differences and strive to be inclusive of all backgrounds, experiences and perspectives.
STATEMENT OF JOB:
An integral position of Alley Theatre, the Director of Sales and Ticketing Services is responsible for creating seamless audience experiences with single ticket sales, subscription sales, and coordination with front of house. Reporting to the Director of Marketing & Communications, this role will focus on ensuring a top-level audience experience for guests of the Theatre, analyzing and reporting on sales, managing ticket inventory, maximizing earned revenue, and training and managing consistency of Box Office Staff. The position will work across departments to optimize Tessitura (and enact best practices). Overseeing box office operations, this role directly manages the Subscription Manager and Guest Services Manager.
Assure that the highest quality of customer service is being provided by the Guest Services Team.
Manage the building of ticketed events and packages in the Tessitura ticket system.
Takes initiative with other departments to craft experience-specific language over the phones and in-person to patrons
Utilize Revenue Management Application (RMA) and Tessitura Analytics for detailed reporting on inventory, holds and revenue by zone, ticket distribution statistics, etc.
Analyze trends, report and recommend sales strategies to maximize revenue.
Create and maintain all held and allocated ticket inventory, serving as the primary liaison between Box Office and all other departments (Finance, Marketing, Devo, SD&A, etc.)
Manage ticket inventory to maximize revenue and capacity; manage partnerships with external vendors when needed.
Create, maintain and distribute all daily box office sales information, including sales, holds, revenues, performance against budget, etc. Provide final revenue on a production level information to Finance.
Proactively maximize the value and ensure the quality of data introduced into Tessitura.
Develop and promote policies and procedures which generate and encourage audience loyalty.
Maintain customer communications tools as it pertains to the phone system; advise on customer communications as they pertain to website, email, social, and other digital channels.
Develop and implement incentive programs for upselling, add-ons, and tax-deductible donations.
Work with the Marketing department to develop reporting and execute analyses of marketing and sales data.
Perform or manage other event related administrative duties and tasks as assigned.
Attends Marketing, Tessitura, and Revenue Meetings.
Manage Guest Services Manager and Subscriptions Services Manager as well as two FT Lead Guest Services Associates and PT Guest Services Associates.
Oversee recruitment and training of full- and part-time Box Office associates, including training in best practices in customer service and CRM optimization.
Manages hiring, training, discipline, termination (as needed), and ongoing cross-training with departments as needed.
Motivating and coaching employees to improve performance, provide feedback, and training opportunities.
Organizes and oversees the schedules and work of departmental staff.
Conducts or assists with performance evaluations that are timely and constructive.
Ensuring staff members follow company policies and procedures.
Oversee all accounting and financial operations of box office including development of annual department budget, payroll, deposits, record keeping, invoicing, and reporting functions.
Leads and plans a regularly scheduled Guest Services meeting with BO and FOH management.
REQUIREMENTS (SKILLS AND KNOWLEDGE):
Bachelor's degree or equivalent combination of education and experience.
5-7 years of demonstrated leadership experience in ticket office management, preferably in performing arts environment.
High-level experience with the Tessitura database or working knowledge of relational database applications.
Experience with selling individual tickets, fixed seat subscriptions, partial subscription packages, flexible passes, memberships, and/or other subscription models.
Ability to work in a fast-paced, energized and quickly changing environment.
A proactive approach to problem-solving with strong decision-making skills.
Detail oriented, able to prioritize efficiently and multi-task
Ability to be self-directed and take initiative
Ability to maintain confidential information
Excellent verbal and written communications skills.
Exhibits a positive attitude with good communication and interpersonal skills.
Ability to lead and manage a team of ticket office professionals to insure both short and long term goals and objectives are met.
Understanding of historical and institutional racism in the American theatre, or a commitment to learning, and to be a part of Alley Theatre’s efforts to be an anti-racist organization
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Prolonged periods of sitting at a desk and working on a computer.
Ability to lift and move 25 lbs.
Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.
The position requires flexibility to be available for weekend, holidays, and evening work hours as performance schedule and events dictate.
Ability to work in a multi-tasking and public environment with frequent interruptions.
Ability to be tactful under stress, use good judgment, and have the ability to work in teams.
BENEFITS & PERKS
Medical, dental and vision insurance
Paid vacation, floating holiday and sick time
401(k) with matching, FSA, HRA (Alley paid deductible)
Free and discounted tickets to Alley Theatre performances
Discounted gym membership
Employee wellness program & EAP
Houston, TX is one of the most affordable cities in the nation with no state or city income tax
Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HRdept@alleytheatre.org.
The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital or familial status, sexual orientation, gender identity, veteran status or any other basis prohibited by local, state, or federal law. We encourage people of all backgrounds to apply, including people of color, women, LGBTQ+ individuals, and people with disabilities, veterans, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community. Successful candidates will commit to an equitable and inclusive workplace, including but not limited to: racial equity, accessibility for individuals with disabilities, use of gender inclusive language, and cultural sensitivity. Read more at Alley Theatre Official Website - Equity Diversity Inclusion
Additional Salary Information: Depending on Experience
About Alley Theatre
The Alley Theatre, one of America’s leading nonprofit theatres, is a nationally recognized performing arts company led by Artistic Director Rob Melrose and Managing Director Dean R. Gladden. The Alley produces up to 16 plays each year in its newly renovated Theatre, ranging from the best current work, to re-invigorated classic plays, to new plays by contemporary writers. The Alley is home to a resident company of actors. In addition, the Alley engages theatre artists of every discipline – actors, designers, composers, playwrights – who work on individual productions throughout each season as visiting artists.
The recent renovation of the Alley’s Hubbard Theatre created a new 774-seat state-of-the-art performance venue. Matched with the newly rebuilt 296-seat Neuhaus Theatre, the Alley offers nearly 500 performances each season. The Company reaches over 200,000 people each year through its performance and education programs. Its audience enrichment programs include pre-show and post-performance talks, events, and workshops for audience members of all ages.