Overview:
The Guest Relations and CRM Manager is responsible for ensuring world-class guest experiences at Honeywell Arts and Entertainment.
This role oversees the daily operations and sales of the Box Office at Eagles Theatre, Honeywell Center, and other market venues while strategically managing the Customer Relationship Management (CRM) system to enhance guest engagement, drive ticket sales, and optimize customer service. The Guest Relations and CRM Manager leads customer service training and drives ancillary sales programs, leveraging data and technology to maximize revenue and guest satisfaction.Essential Duties and Responsibilities (Note: Other duties may be assigned)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? Box Office and Ticketing Management: Oversee all ticketing processes, including event setup, on-sale preparation, dynamic pricing, and discount programs in multiple ticketing systems. Manage box office operations, including scheduling, training, and supervising team members to ensure seamless sales and exceptional customer service. Coordinate with external partners and market venues to ensure efficient ticketing operations and build strong relationships for collaborative success. Develop and implement processes to maximize ticket sales through ecommerce channels and optimize overall sales performance.Customer Service Leadership:
Lead the development and execution of customer service training programs, fostering a culture of excellence and responsiveness among team members. Implement a guest satisfaction program in coordination with other departments, ensuring alignment with company branding and strategic goals. Ensure readiness for all performances and events by addressing housekeeping, maintenance, and guest service needs promptly.
CRM Management and Sales Reporting: Manage the CRM system to enhance guest engagement, track customer interactions, and analyze data for improved sales and service strategies. Provide comprehensive sales reporting across the organization, develop dashboards, and track key performance metrics to inform decision-making and strategic planning. Utilize CRM data to identify trends, segmentation opportunities, and sales prospects; collaborate with the marketing team to execute targeted campaigns and initiatives.
Sales and Revenue Growth: Drive ancillary sales programs, develop relationships with area businesses, and other prospects to grow ticket sales revenue and audience engagementKnowledge, Skills and Abilities
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? Adaptable, energetic, creative, positive, personable, and eager to learn
Excellent interpersonal communication skills and the ability to make compelling oral and written presentations
? Treats sensitive and/or confidential information appropriately
? Exhibits high levels of integrity, ethical behavior, and professional maturity
? Strong time management skills and attention to detail
? Proficient project management skills
? Aptitude in decision-making and problem-solving
? Ability to reach agreements and consensus despite differing opinions and priorities
? Strong computer skills; Microsoft Office proficiency; CRM experience; Ticketing software: Patron Manager, Salesforce, Ticketmaster, Etix or other ticketing software
? Stays abreast of industry best practices
? Provides assessments and recommendation for the development of future prioritiesEducation and/or Experience
Bachelors degree and/or 3-5 years of related experience in management, customer service and cash handling, and CRM training Environment and Phys cal Demands The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? Office environment ? Utilizing an office desk - sitting, reading, listening or speaking with the ability to move intermittently throughout the day
? Constant walking and standing; frequent bending, stooping and reaching
? Occasionally lift up to 25 lbs. with the ability to push or pull more than 25 lbs.
? Ability to work in a fast paced environment
? Strong sensory skills, such as good eyesight, good hearing, and dexterity
? Ability to operate office equipment, including computers, copiers, fax machines, and phonesOther Requirements Position will require overtime including evening and weekend hours