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Personnel Structure

Lisa Wagner
$organization

Hi all,

We are a little over a year into Tessitura and I am looking for any input to personnel structure changes or formats that your organizations had to support the platform.  Specifically, from a database management and analysis maximizing perspective.  

This may not be the right forum to post to, but I was at a loss.

 

Thanks,
Lisa 

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  • $organization

    Hey Lisa,

    Arts Centre Melbourne went through quite a significant change in 2015 which reshaped our resourcing structure to improve service to our community and provide us with an effective means of utilizing Tessitura to explore audience development and business excellence opportunities. The (short version of) key changes were:

    • Move our CRM team from Ticketing to the Marketing area, to further support data driven decisions for Marketing and promotional opportunities.
    • Expand the CRM team from 1 to 2 people, so that capacity is provided for day to day reporting, medium-long term initiatives and expanded support for other areas that can benefit from research and analytics by those that know the data well (development, education, finance, external stakeholder liaison). Some of these areas used to have their own database roles - centralizing this has definitely broken down departmental silos.
    • Change our Ticketing build team into a Tessitura build team, so that Ticketing Setup is delivered in a way that harnesses the big picture concept of Tessitura and maximizes both customer and transaction reporting and analytics opportunities. 
    • As a venue, deliver service to Presenting Companies through one key central point of contact that has overall accountability for an event and works with the rest of the business to achieve the best possible results.

    It's been nearly a year under this new structure and we are definitely seeing the results, but do still have a lot of work to do to maximize the opportunity that's now available to us.

    If you're going to TLCC, happy to catch up and talk it through in more detail.

    Beau
    Director, Ticketing & Visitor Experience
    Arts Centre Melbourne 

Reply
  • $organization

    Hey Lisa,

    Arts Centre Melbourne went through quite a significant change in 2015 which reshaped our resourcing structure to improve service to our community and provide us with an effective means of utilizing Tessitura to explore audience development and business excellence opportunities. The (short version of) key changes were:

    • Move our CRM team from Ticketing to the Marketing area, to further support data driven decisions for Marketing and promotional opportunities.
    • Expand the CRM team from 1 to 2 people, so that capacity is provided for day to day reporting, medium-long term initiatives and expanded support for other areas that can benefit from research and analytics by those that know the data well (development, education, finance, external stakeholder liaison). Some of these areas used to have their own database roles - centralizing this has definitely broken down departmental silos.
    • Change our Ticketing build team into a Tessitura build team, so that Ticketing Setup is delivered in a way that harnesses the big picture concept of Tessitura and maximizes both customer and transaction reporting and analytics opportunities. 
    • As a venue, deliver service to Presenting Companies through one key central point of contact that has overall accountability for an event and works with the rest of the business to achieve the best possible results.

    It's been nearly a year under this new structure and we are definitely seeing the results, but do still have a lot of work to do to maximize the opportunity that's now available to us.

    If you're going to TLCC, happy to catch up and talk it through in more detail.

    Beau
    Director, Ticketing & Visitor Experience
    Arts Centre Melbourne 

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