Audience Services Manager (Full-Time)

TimeLine Theatre Company is seeking customer service-oriented candidates for the full-time position of Audience Services Manager. The Audience Services Manager reports to the Director of Marketing and Communications. This mid-level position is responsible for the day-to-day management of TimeLine’s audience services operations, holds chief responsibility for the management and maintenance of TimeLine’s CRM database and ensures the theatre’s goal of providing one of the best customer experiences in Chicago theatre. The Audience Services Manager also contributes to the success and financial sustainability of TimeLine Theatre Company by supporting the mission and the earned and contributed income activities of the organization. This position does require the ability to work occasional nights and weekends.

 

ABOUT TIMELINE THEATRE COMPANY

TimeLine Theatre Company, recipient of the 2016 MacArthur Award for Creative and Effective Institutions, is a Chicago not-for-profit theatre company with an annual budget of $1.9 million, dedicated to presenting stories inspired by history that connect with today’s social and political issues. Now celebrating its 21st season, TimeLine has emerged as a leader in the Chicago theatre community, distinguished by its unique mission and built on a reputation for artistic excellence and sophisticated business management. The company produces four subscription-series productions each season, the TimePieces play reading series, and the Living History Education Program. Over its history, TimeLine has produced 75 plays, including 10 world premieres and more than 30 Chicago premieres, and received 54 Jeff Awards (including 11 for Outstanding Production), among numerous other artistic and business awards. The company strives to embody its vision and values, which includes a commitment to inclusion and embracing diversity in all its forms, and has been lauded by the Chicago Tribune as a “savvy and growing company, where more and more Chicagoans have come, with reason, to trust the power, truth and integrity of the work.” For more information about the theatre, visit timelinetheatre.com.

Requirements
Skills & Qualifications: 

AREAS OF RESPONSIBILITY

STAFF MANAGEMENT

  • Recruit, interview, hire, train, motivate, supervise, and review all Audience Services staff
  • Manage Audience Services budget
  • Maintain and implement a variety of procedural policies with Audience Services staff

BOX OFFICE MANAGEMENT

  • Closely manage ticket inventory with a goal of maximizing earned income and servicing subscribers
  • Audit and reconcile performance box office deposits and disbursements
  • Serve as management contact for escalated patron inquiries
  • Act as additional Box Office support as needed
  • Serve as main liaison with other box office staff and coordinate operations when TimeLine performs
    at alternate venues
  • Serve as primary customer service contact for subscribers
  • Supervise Group Sales activities

DATABASE MANAGEMENT

  • Serve as primary database manager, including troubleshooting errors and working to resolve issues
    as they arise
  • Manage lists and reports and analyze data as needed for projects

MARKETING

  • Serve as a member of the Marketing Team, including assisting with the design and implementation
    of projects to cultivate new and repeat customers
  • Act as communications liaison between Marketing Team and Audience Services Team

ACCESSIBILITY

  • Maintain knowledge of ADA responsibilities and best practices and how they apply to TimeLine
  • Ensure all staff are prepared to engage with and support audience members with accessibility needs
  • Outreach to community groups seeking accessible arts experiences to promote TimeLine offerings
  • Work to improve and expand accessibility programming at TimeLine

STAFF PARTICIPATION:

  • Participate in weekly Operations and Staff meetings
  • Support and actively engage in advancing the mission, vision, values, and strategic goals of TimeLine
    Theatre Company
  • Prioritize equity, diversity, and inclusion throughout job responsibilities

 

QUALIFICATIONS

ESSENTIAL QUALIFICATIONS:

  • 2-3 years of experience performing in a high-volume customer service leadership position, preferably in a non-profit arts environment
  • Strong understanding of customer service best practices and techniques
  • Demonstrated ability to use database programs and online ticket systems
  • Demonstrated ability to work on multiple projects with competing deadlines and to establish goals and
    work load priorities
  • Demonstrated supervisory and leadership skills to effectively recruit, hire, train, motivate and empower staff
  • Ability to maintain a calm, professional demeanor in all situations
  • Excellent verbal and written communications

PREFERRED QUALIFICATIONS:

  • Experience working with PatronManager
  • Strong working knowledge of MS Office Suite and Google Drive
  • Demonstrated commitment to accessibility for individuals with disabilities
  • Demonstrated commitment to equity, diversity, and inclusion
  • A passion for live theater and the arts
  • Bachelor’s degree or equivalent

 

TimeLine staff members share the core values of the company:

  • COLLABORATIVE: Valuing teamwork as a creative force
  • EXCEPTIONAL: Demanding excellence and innovation in everything we do
  • FISCALLY RESPONSIBLE: Managing resources effectively and appropriately
  • INCLUSIVE: Embracing diversity in all its forms
  • INTIMATE: Creating a close connection between art and audience
  • RESPECTFUL: Listening and being open to everyone’s perspective

 

To Apply: 

HOW TO APPLY

TimeLine Theatre Company is an equal opportunity employer, dedicated to the goal of building a diverse staff and an inclusive work environment. All interested and qualified candidates should submit a cover letter addressing your specific skills related to this position, resume, and three references by Thursday, May 31, to hr@timelinetheatre.com with the subject line “Audience Services Manager,” or via mail to Human Resources, ATTN: Audience Services Manager Search, TimeLine Theatre Company, 615 W. Wellington Ave., Chicago, IL 60657. No phone calls, please.

COMPENSATION

The Audience Service Manager is a full-time, exempt position. Compensation will be commensurate with qualifications and experience and is competitive with prevailing compensation for similar positions within the non-profit performing arts industry. The range of benefits includes medical, dental and vision insurance, paid vacation time, and paid sick leave.

Contact Information
Contact Email: