Director of Ticketing and Revenue Management
Company: Blumenthal Arts
Salary Range: Grade 18
Position Summary
The Director of Ticketing and Revenue Management oversees all ticketing-related operations, revenue optimization strategies, cybersecurity initiatives, database management, and customer service efforts.
This position plays a critical leadership role in enhancing the guest experience, growing ticket sales and ancillary revenues, safeguarding customer, and financial transaction data. The position supports organizational goals beyond ticketing, including marketing, fundraising, research, and data governance company wide. Reports to the Chief Marketing Officer.
Duties & Responsibilities
- Oversee all ticketing operations to ensure efficient, accurate, secure, and patron-focused services.
- Through others, oversee management of front-line ticketing staff such as Customer Service Representatives (CSRs), promoting high service standards and effective issue resolution.
- Lead a team approach to develop and implement dynamic and variable pricing strategies, making data-driven adjustments to maximize revenue while aligning with market demand.
- Develop and execute strategies to sell ancillary services, including parking, ticket insurance, VIP lounge passes, food and beverage, merchandise, and seating upgrades.
- Oversee the team managing the AV Database, ensuring optimal use of customer data to support marketing, fundraising, research, and audience expansion initiatives.
- Collaborate closely with the IT department to maintain rigorous cybersecurity and data protection practices across ticketing and CRM systems, as well as data governance.
- Monitor ticket sales trends, generate actionable reports, and provide strategic recommendations to senior leadership.
- Ensure that ticketing operations and patron data management comply with all legal, regulatory, and internal policy requirements.
- Actively participate in industry trade groups and peer forums to stay current with trends and best practices in ticketing technology, dynamic pricing, and customer engagement to continuously improve operations.
Qualifications
Education and Experience
- Bachelor’s degree in business administration, arts management, or a related field, supplemented by 10 years of experience in ticketing, including at least four years in a supervisory capacity; or an equivalent combination of education, training and ex that provides the required knowledge, skills, and abilities.
- Extensive experience in ticketing operations, dynamic pricing, and customer service management, ideally within a performing arts, entertainment, or sports environment.
- Experience in active management and maintenance of a large customer database, including not only its use, but also maintenance.
- Proficiency in data governance best practices.
- Proficiency with the AudienceView platform or a comparable ticketing system.
Knowledge, Skills and Abilities
- Strong leadership skills with experience supervising cross-functional teams, including customer service and database management personnel.
- Solid understanding of CRM strategies, data security best practices, and cyber protection protocols.
- Exceptional analytical, organizational, and communication skills.
- Able to work evenings and weekends as needed.