October 2015
Position Title: Director, Customer Relations
Classification: Exempt
Department: Marketing
Reports To: Vice President, Marketing & Customer Experience
Supervises: Associate Director, Customer Relations; Group Sales Manager
Manages the Customer Relations and Group Sales Departments. Manages relationship with outside vendor for Telemarketing campaigns. Interfaces with Lincoln Center and Philharmonic IT Departments to ensure a functioning database for ticket services and all marketing efforts.
Responsibilities
1. Ensures exemplary customer service by communicating goals and directing efforts of customer relations staff. Coaches, mentors and provides guidance to team in troubleshooting and resolving customer service issues; acts as final arbiter for escalated issues.
2. Sets policies and procedures for customer retention and development. Conducts “Guest Service” training and serves as member of the “Customer Service Task Force.”
3. Assists in scheduling and planning subscription series and non-subscription events in David Geffen Hall. Coordinates communications between front-of-house, box office and production staff.
4. Works with Group Sales Manager to strategize and achieve sales goals.
5. Manages relationship with outside vendor and works closely with vendor’s manager to achieve sales goals for telemarketing campaigns. Coordinates lead matrix with telefundraising campaigns.
6. Works with Marketing on pricing and packaging proposals to ensure utilization of inventory and maximize income.
7. Develops and manages departmental budgets for Customer Relations, Group Sales and Telemarketing.
8. Miscellaneous duties as required.
Requirements
Bachelor’s degree with minimum of ten years’ experience in customer service and sales; extensive knowledge of subscription and ticketing systems (Tessitura knowledge is highly desirable) and proficiency with MS Office; outstanding customer service skills with exceptional managerial, and oral and written communications skills. Enthusiasm for classical music and previous experience with arts or culture-related institution are preferred.
Please send resume including salary history/requirements to: resumes@nyphil.org. Please indicate position for which you are applying in the subject line. We regret that we will be unable to respond to each applicant. We will only contact candidates being considered for interviews. No phone calls please.
EQUAL OPPORTUNITY EMPLOYER