Box Office and CRM Manager

PHILHARMONIA ORCHESTRA; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is looking for a Box Office and CRM Manager to lead operations at the Royal Festival Hall. This pivotal role involves managing the Orchestra's CRM platform, Tessitura, and enhancing the customer journey through strategic ticketing initiatives. The ideal candidate will have a strong background in customer service, a passion for the arts, and the ability to work collaboratively across teams. If you're excited about making a significant impact in a dynamic environment, this is the perfect opportunity for you.

Qualifications

• Minimum three years’ experience in a relevant role.
• Advanced Tessitura user with the ability to train others.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage all box office operations including ticket sales.
• Provide exceptional customer service and resolve inquiries.
• Ensure data integrity and manage updates to the Tessitura database.

Skills

Tessitura

Customer Service

Communication Skills

Data Management

Teamwork

Attention to Detail

Time Management

Job description

Box Office and CRM Manager

The Philharmonia Orchestra is seeking to appoint a Box Office and CRM Manager to run the Box Office and oversee all aspects of the customer journey. This role will be responsible for the management of the Orchestra’s CRM platform, Tessitura, including the implementation of major upgrades (v16) and optimisations.

This is a key role overseeing the day-to-day operations and strategic role of the Philharmonia’s Box Office. The successful candidate will play a key role in implementing ticketing strategies to maximise sales income and increase conversion. As a frontline member of staff, the candidate will be the primary representative of the Orchestra on the phone and in person at the RFH Box Office – so a proven track record of delivering excellent customer relations is essential.

Previous experience of using Tessitura is crucial. From mapping the hall and dealing with customer queries to implementing backend automations and leading on the successful migration to version 16 in the autumn – this role will be one of the lead Tessitura users. Ideally, the successful candidate would also have experience in working as part of a Tessitura consortium.

Key Responsibilities

Strategic planning and management:

Work with the Marketing team to develop and implement promotions and tracking across customer journeys and segments

Work with the Marketing team to input into forecasts, benchmarks and analysis

Offer technical guidance to Marketing and Development teams for creating effective dashboards, reports, and extractions

Work with the Friends team to ensure that the various levels of membership are accurate and optimal

Key tasks:

Run all box office operations, including ticket sales (in-person, online, and by phone) for all concerts at the RFH and Bedford

Be the frontline contact for all customers - provide exceptional pro-active service to customers – answering enquiries, resolving issues and delivering a first-rate welcome

Ensure the box office is always covered during opening hours – co-ordinating any days off with other team members who are able to sell tickets

Create seating maps with microzones and pricing bands based on the organisational ticket pricing strategy

Manage the Philharmonia specific ticketing initiatives, alongside mapping the hall depending on concert set up requirements

Set up new seasons and events accurately in time for on sale announcements and deadlines

Manage updates to the Tessitura database for the organisation (including v16 upgrade). Implement and optimise further Tessitura upgrades and data structures

Monitor and deliver data integrity and accuracy

Ensure and deliver accessibility for customers at every step of the journey

With the Senior Data & Audience Insight Manager, develop and implement comprehensive training programmes for new users, as the organisational Tessitura co-lead

Serve as the main point of contact for all Tessitura-related enquiries and projects

With the Senior Data & Audience Insight Manager ensure organisational adherence to statutory regulations including Data Protection, GDPR and PCI compliance

Attend workshops/conferences/seminars to be on the front foot of Tessitura related developments – share learnings with the team and other stakeholders

Share best practices in customer services that prioritise the welcome

Skills and Qualifications

Essential:

Minimum three years’ experience in a relevant role

An advanced Tessitura user with the ability to train others

Knowledge of concert halls (venues) and how to create optimal seating maps and pricing zones

Experience working in a customer facing environment

Passion and interest for music and the arts, with a good understanding of orchestras

Passion for customer experience and CRM

Excellent communication, interpersonal and social skills, with a personable and approachable style

Excellent attention to detail, with an interest in data

Ability to work successfully as part of a team as well as to use own initiative

Ability to prioritise a mixed workload and to work to tight deadlines

Willingness to have a hands-on attitude

Willingness to work unsocial hours, including evenings and weekends

Desirable:

Experience of working with a similar arts organisation

Experience of working with musicians or other creative artists

Understanding of the needs and preferences of classical music audiences

Reporting Structure

Reporting into the Senior Data & Audience Insight Manager, this role is of critical importance and at the core of our operation at the Royal Festival Hall. This role will work with all internal departments, as well as external venues and consortium members.

The role will be based at our administrative office in Southwark, London SE1; however, the role will require travel within London on a frequent basis and to other UK (and international) locations.

How to Apply

Click on the 'Apply now' button below. Please upload your CV and a cover letter. The closing date for applications isSunday 8th June 2025.