Sales and Patron Loyalty Manager

OPERA America, Inc.; Salt Lake City (UT); Vor Ort; USD 28.000 - 40.000; Vollzeit

Benefits dieser Stelle

Health coverage

401(k) plan

Paid time-off & holidays

Free tickets to performances

Zusammenfassung

Utah Symphony | Utah Opera seeks a Sales and Patron Loyalty Manager to oversee inbound and outbound sales efforts, align campaigns with Marketing and Patron Services, and drive ticket revenue. The role reports to the Director of Patron Services and supervises the Group Sales Associate, with oversight of frontline Patron Services staff.

The position requires in-office work at Maurice Abravanel Hall, 10 AM–6 PM, Monday–Friday, with occasional evenings and weekends for performances.

Qualifikationen

• Bachelor's degree or equivalent experience.
• 2+ years leading a sales or customer service team.
• Strong understanding of sales processes and KPIs.
• Experience in a call center environment preferred.

Aufgaben

• Design and implement comprehensive sales campaigns for subscriptions and single tickets.
• Identify opportunities for outbound sales campaigns.
• Collaborate with Development on outbound fundraising campaigns.
• Track campaign metrics and reporting KPIs.
• Align outbound/inbound sales with loyalty initiatives across departments.
• Analyze sales patterns and adjust pricing or promotions as needed.
• Assist in creating sales projections for fiscal years.
• Provide ongoing sales training to Patron Services staff.
• Develop personal touchpoints to deepen patron engagement.
• Guide prospecting and retention tactics for group ticket purchases.
• Supervise Patron Services staff to exceed revenue and fundraising goals.
• Serve as supervising manager in the ticket office during performances.
• Perform other duties as assigned.

Kenntnisse

Sales leadership

Time management

Customer service

Communication

Goal-oriented

Ausbildung

Bachelor's degree in marketing, business, sales, or related field

Tools

Tessitura

Microsoft Office

Jobbeschreibung

The Sales and Patron Loyalty Manager is responsible for overseeing sales efforts, inbound and outbound, for Utah Symphony | Utah Opera (USUO). This position reports to the Director of Patron Services and plays a vital role in growing USUO's relationships with our audiences and increasing ticket sales revenue. The manager aligns sales strategies, pricing, promotions, and patron communications in the ticket office within the broader campaign timelines, goals, and messaging of the Marketing, Communications, and Patron Services department. Additionally, the manager works closely with Development staff on seasonal outbound telefunding efforts. This sales leader directly supervises the Group Sales Associate, with additional oversight of USUO's front-line, customer-facing Patron Services Specialists and Patron Services Associates.

Please note: This position works in the ticket administration office at Maurice Abravanel Hall, 10 AM-6 PM, Monday-Friday; occasional evening and weekend work for performances is required.

ESSENTIAL RESPONSIBILITIES INCLUDE:

• Design and implement comprehensive sales campaigns for both subscription packages and single tickets for USUO performances, aligning outbound/inbound efforts with the overarching marketing and communications campaign plans; identify timelines, establish goals, generate leads, and craft talking points, FAQs, and/or scripts to support Patron Services Associates and Specialists in sales calls and other patron communications.
• Proactively identify opportunities for outbound sales campaigns.
• Collaborate closely with Development Department to lead the outbound phone portion of the end-of-year fundraising campaign.
• Track campaign metrics, including call completion, revenue metrics and other KPIs, and patron feedback, reporting results and relevant insights to the team on a regular basis.
• Collaborate across the organization to align outbound/inbound sales and patron retention and loyalty efforts with company-wide projects and strategic initiatives.
• Track and analyze sales patterns and available revenue capacity for performances, and work closely with the Director of Patron Services and marketing colleagues in identifying opportunities to adjust pricing dynamically, create special offers, or implement additional promotional efforts and messaging to meet ticket revenue and volume goals.
• Support Vice President of Marketing & Communications and Director of Patron Services in creating sales projections for current and future fiscal years.
• Assist in developing performance packaging and pricing for subscriptions.
• Provide ongoing training to Patron Services Specialists and Associates on fundraising and sales strategies, including techniques to cross-sell, up-sell, and overcome objections; lead participatory training sessions and develop guides and other resources to elevate the team’s sales skills and confidence.
• Proactively develop additional opportunities for personal touchpoints with patrons to deepen their engagement with and loyalty toward the organization.
• As direct supervisor to the Group Sales Associate, guide work in developing prospecting tactics, retention strategies, and specific objectives for increasing group ticket purchases.
• Collaborate closely with Patron Services Manager to oversee, motivate, and delegate to Patron Services Specialists and Associates, with a specific eye toward exceeding ticketing revenue and fundraising goals.
• Serve as supervising manager in the ticket office at USUO performances, in rotation with other Patron Services leadership.
• Perform other duties as assigned and required.

REQUIRED EDUCATION/EXPERIENCE/SKILLS:

• Bachelor's degree in marketing, business, sales, or related field or equivalent experience.
• 2+ years of experience in a similar role managing a sales or customer service team, preferably in a call center environment.
• Advanced understanding of sales processes, strategies, and KPIs.
• Goal-oriented and driven, with a proven track record of growing sales revenue.
• Energetic and positive personality; ability to create a supportive work environment and motivate employees.
• Understanding of personable, concierge-level customer service; ability to develop positive relationships with patrons.
• Excellent time management skills with a proven ability to meet deadlines and manage multiple projects simultaneously.
• Self-starter with an inclination to explore ideas that are creative and unconventional.
• Excellent organizational, written, and verbal communication skills.
• Proficient knowledge of Microsoft Office Suite.
• Competency with Tessitura ticketing system strongly preferred.
• Passionate and knowledgeable about symphonic music and opera.
• Occasional night and weekend availability required.

PHYSICAL REQUIREMENTS:

• Remain stationary for prolonged periods and work on a computer.
• Move equipment weighing up to 20 pounds.
• Must have reliable transportation.
• Must have valid driver's license.
• Periods of working outdoors, including on uneven terrain, in spring and summer months, particularly at USUO's Deer Valley Music Festival.

SALARY:

Pay begins at $25/hour, plus excellent benefits.

Desired Start Date

December 1, 2026

BENEFITS

• Pay Range: $25 - $25 Hourly
• Benefits: Full-time staff receive health coverage (USUO pays 100%), 401(k) contribution plan, and paid time-off and holidays.
• Free Tickets: Staff receive complimentary and discounted tickets to Utah Symphony and Utah Opera performances.
• Work that Matters: Music touches lives for good and enriches our community. Be part of an organization that brings beauty and happiness to the lives of people all over the state.