Audience Services Manager

POSITION SUMMARY

TheatreSquared seeks an Audience Services Manager to support the organization’s patron relationship management, audience data systems, marketing technology platforms, and box office operations. Reporting to the Director of Marketing & Communications, this position serves as a key resource for TheatreSquared’s patron data and customer relationship systems while overseeing audience services operations through the Box Office Supervisor.

This role sits at the intersection of marketing, ticketing, analytics, and patron engagement. The Audience Services Manager plays an important role in helping TheatreSquared better understand, serve, and grow its audience while ensuring a positive patron experience across all points of contact.

KEY RESPONSIBILITIES

• CRM & Patron Data Management: Manage the day-to-day administration of Tessitura, including patron data integrity, reporting, segmentation, list management, and audience analytics.
  

• Email Marketing & Automation: Support and manage email marketing platforms and automation workflows, including subscription campaigns, patron journeys, transactional communications, and audience retention efforts.

• Analytics & Reporting: Prepare and maintain reporting tools and dashboards that provide actionable insights regarding patron behavior, ticket sales, campaign performance, and audience engagement.

• Cross-Departmental Collaboration: Serve as a resource for audience and patron data across departments, supporting the work of Marketing, Development, Education, Community Engagement, and organizational leadership.

• Website & Digital Content: Maintain patron-facing website content, monitor digital performance metrics, and support ongoing optimization of TheatreSquared’s online presence.

• Audience Services Leadership: Supervise the Box Office Supervisor and support the continued development of front-line audience services staff and operations.

• Patron Experience & Operations: Maintain a strong working knowledge of ticketing operations, patron services, group sales, comp management, and patron issue resolution to support audience services operations and ensure excellent customer service.

• Continuous Improvement: Identify opportunities to improve patron engagement, customer service processes, reporting procedures, and marketing technology systems through thoughtful planning and implementation.

QUALIFICATIONS

• Three to five years of experience in CRM management, audience services, marketing technology, ticketing operations, or a related field, preferably within a nonprofit, performing arts, live events, or membership-based organization. Tessitura experience is strongly preferred, though experience with comparable platforms will be considered.

• Demonstrated experience with email marketing platforms, automation workflows, audience segmentation, and customer engagement strategies.

• Strong analytical and reporting skills with the ability to translate data into practical recommendations and business decisions.

• Experience supervising staff, leading teams, or providing day-to-day operational leadership.

• Excellent interpersonal, communication, and organizational skills, with the ability to collaborate effectively across departments and engage with patrons and stakeholders.

• Strong attention to detail, problem-solving abilities, and the ability to manage multiple priorities in a dynamic environment.

• A genuine passion for live, professional theatre and a commitment to TheatreSquared’s mission.

COMPENSATION & BENEFITS

Compensation is commensurate with experience. This is a full-time, exempt position, with a salary range of $48,000 to $50,000 annually.

Full-time benefits include health, vision, and dental insurance, paid time off, paid parental leave, professional development support, employer-sponsored short-term disability, employer-sponsored term life insurance, and a voluntary 401(k) plan.