Audience Engagement Manager

Position Summary 

The Wilma Theater is seeking an enthusiastic, personable and customer-focused Audience Engagement Manager to ensure our patrons enjoy exceptional experiences both in-person and online. This dynamic role combines front-of-house management and digital content creation, making it ideal for someone passionate about theater and audience engagement. This person should have a detailed view of our customers’ experience from every angle and how we can improve it. 

The Audience Engagement Manager reports to the Director of Digital Marketing and Sales. 

 

Responsibilities 

Front of House Management 

• Oversee Audience Comfort and Experience 
  • Ensure the lobby, café, coat racks, bathrooms, and other public areas are clean, welcoming, and functional. 
  • Monitor patron happiness and comfort, taking notes and implementing improvements to enhance the overall experience. 
  • Serve as the primary point of contact for patron feedback and resolve audience concerns. 
• House Manager Oversight 
  • Recruit, schedule, and train house managers to deliver a seamless front-of-house experience. 
  • Provide leadership to ensure all front-of-house staff create a warm and professional environment for patrons. 

Digital Content Management 

• Social Media Content Creation 
  • Develop and maintain The Wilma’s voice across social media platforms (Instagram, Facebook, TikTok). 
  • Create, schedule, and post engaging content, including photos, videos, and promotional materials, using tools like Buffer and native apps. 
    • This includes candid posts and talking to audience members, collecting any permissions needed and capturing content as it comes up as well as planning ahead. 
  • Track and report on social media performance, adjusting strategies to optimize audience engagement. 
• Events and Partnerships 
  • Manage affinity nights and other audience engagement events – this includes planning logistics, setup and breakdown. 
  • Develop and implement relationships with community partners (for example: restaurants, show-specific community organizations, childcare partner) for audience engagement events and ongoing partnerships. 
  • Attend and document key events, rehearsals, and opening nights to capture photos and videos for social media. 
  • Create high-quality visual and video content for marketing campaigns and digital outreach. 
  • Post according to established brand guidelines and identify and implement areas of improvement. 
• Cross-Team Collaboration 
  • Collaborate with the Marketing Team to produce social media materials and campaign plans.  
  • Share responsibility for revenue goals for the Marketing department. 
  • Identify opportunities for tracking and increasing digital engagement with our audience. 
  • Partner with the Box Office staff to ensure consistent communication and seamless integration of digital and in-person audience experiences. 
  • Collaborate Facilities, Production, and Good Karma Cafe on any items that overlap – this may include signage, event setup, café relationship (regular meetings) and technical supplies. 

 

Position Qualifications 

• Proven experience in social media management, content creation, and audience engagement. 
• Strong skills in photography, videography, and video editing. 
• Excellent organizational and leadership abilities to manage and train front-of-house staff. 
• Passion for theater or the arts is a strong plus. 
• Friendly, approachable demeanor with excellent communication skills. 
• Ability to identify opportunities for improvement and take ownership of audience experiences. 
• Strong cross-departmental communication skills to ensure other departments’ needs are being met in relation to the front of house and lobby. 

 

 

Location and Schedule 

Performance Days: 12 PM - 8 PM 

Non-Performance Days: 10 AM - 6 PM 

Attendance at select evening or weekend events, rehearsals, or performances is required to capture content and oversee audience experience.  

 

Administrative office hours are Monday through Friday, 10:00 am to 6:00 pm, unless otherwise established by your supervisor or the Managing Director to meet the theater’s needs.  

From time to time, you may be required to work outside of normal business hours.   

All administrative staff are required to work Opening Nights and the Fete gala, which can occur outside of normal business hours. 

 

Compensation and Benefits 

This is a full-time, exempt role with compensation of $46,500  

Benefits include 85% payment of toward group health plan including vision, dental insurance, life insurance, generous paid time off, paid holidays, 403(b) retirement plan, and other benefits such as complimentary tickets to Wilma productions, various free and low-cost workshops and networking events in the arts and business community, discount at the Double Tree Hotel parking garage, and a 10% discount at the Good Karma Cafe. 

 

 

COVID-19 Vaccine Policy 

The Wilma Theater strongly recommends all employees, whose work requires their physical presence on-site at spaces managed and operated by The Wilma Theater, to be fully vaccinated and up to date with the Pfizer-BioNTech or Moderna (bivalent) vaccine. Being “fully vaccinated” and “up to date” as defined by the CDC, is more than 14 calendar days following receipt of a final dose of the Food and Drug Administration (FDA) or World Health Organization (WHO) authorized vaccine. 

 

Applications and Inquiries 

Applications will be open until January 15, 2025, with a desired start of February 3, 2025.  

 

Please send a resume and letter of interest as a single PDF attachment with your name and subject line “Audience Engagement Manager candidate” to hr@wilmatheater.org  

 

 

Equal Opportunity Statement 

The Wilma Theater is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, sex, gender, age, marital status, parental status, sexual orientation, religion, disability, or public assistance status in the recruitment, hiring, training, compensation, promotion, transfer, layoff, recall and termination of employees. The Wilma is committed to building a diverse, inclusive and equitable work environment. Those who identify as BIPOC, LGBTQ+, and other members of underrepresented communities are encouraged to apply.  
 

The work of the Greater Philadelphia Cultural Alliance is made possible through the generous support of committed individuals and institutions.