Associate Ticketing Services Manager

OVERVIEW

Predominantly inward-focusing position on the Ticketing Services team.  Primary focuses include managing Ticketing Services staff, assisting interdepartmentally and providing partial weekend coverage.

ESSENTIAL JOB FUNCTIONS

Management

• Manage, lead and develop a staff of individuals in the Walnut’s Phone Charge office.
• Hire, train, schedule, monitor, and terminate such personnel in accordance with Walnut guidelines and practices.
• Maintain a sufficient back-up staff and plan.
• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, and train all Phone Charge personnel in customer service standards.
• Maintain detailed payroll information and submit weekly payroll for all team members.
• Follow and uphold all other procedures and directives set by the Ticketing Services Manager.
• Support Ticketing Services Manager in ensuring that all internal departments are kept fully updated on events going on-sale, changes to events already on sale, promotional events, etc.

Technology & Implementation

• Demonstrate aptitude with Ticketmaster Systems including in-house software (Archtics), and digital platforms (Engagement, TM1, Account Manager); provide and oversee training of Phone Charge staff on Archtics Ticketing System in coordination with Ticketing Services Manager.
• Advise and assist with the implementation, reporting, and generating of event reports, customer lists, etc.  Work interdepartmentally as liaison with Box Office and other departments in running and pulling reports.

Strategic Analysis

• Work with the Marketing and Development offices to increase sales through upselling and through targeted marketing programs through Phone Charge office.
• Maintain detailed information on annual departmental budget; coordinate with Director of Marketing & Public Relations/Ticketing Services Manager to ensure that budgetary restrictions are being met.

Other job duties as assigned.