Patron Services and Communications Manager

Position Summary

The Patron Services and Communications Manager facilitates our client’s patron, donor, and promotional communications, manages patron services efforts, maintains accurate and clean data in CRM and email systems, leads the subscription sales campaign, and manages the execution of patron events. This role works independently to execute tasks in a timely, organized, and effective manner.

Compensation

$35,600 per annum (exempt), 30 hours per week on average. 

Benefits

Generous time off policy, flexible hours, hybrid working environment (minimum 50% on-site work required, plus required onsite for specific events and programs), and company sponsored health care. 

Schedule

Full Time: 30 hours per week/average. Some evening and weekend work required.

Responsibilities:

Communications

• Partner with staff and outside consultants to develop and execute all patron communications efforts via email, direct mail, social media, or grassroots
  • Facilitates CRM and Constant Contact, including list segmentation, list cleaning, data imports
  • Builds and sends emails in Constant Contact, tracking analytics and reporting as needed
  • Support Executive Director, Marketing & PR team, and other staff in developing copy and collateral materials to promote organizational programs
  • Tracks efficacy of communications efforts
• Track expenses related to marketing and communications
• Maintain company website
  • Regularly review and update the website
  • Post about company activities on League of Chicago Theaters 

Patron Services

• Coordinate patron ticketing for mainstage shows
  • In partnership with Theater Wit, ensure seamless management of all bookings
  • Coordinate third-party and/or group vendors (such as Hot Tix).
  • Oversee subscriber and patron communications to steward attendance
  • Partner with Theater Wit to resolve patron issues in accordance with policies and protocols
  • Partner with production team and Theater Wit to ensure Accessibility Services are delivered successfully
• Serve as primary point of contact for the organization: 
  • Providing excellent customer service and support for any inquiries
  • Distributes incoming mail and updates returned mail addresses in the CRM; 
  • Manages primary admin phone and voicemail, monitors general email accounts, responds to inquiries and messages, distributes messages to the appropriate staff members.
  • Maintains the office and rehearsal room calendars.
• Manages the annual subscription campaign
  • Support ED and Marketing & PR team to determine campaign strategy & timeline, development of collateral and copy for direct mail and email.
  • Manage the subscription storefront on company website and transaction pages through CRM/merchant services
  • Project manage in-house mailings and follow-up efforts
  • Receive and process subscription orders via mail, online, or phone
  • Partner with box office to seat and manage subscriber bookings, facilitate customer service and seating protocols including refund and no-show policies
  • Ensure stewardship of perks and benefits with subscribers
• Coordinate Patron Events
  • Help craft the slate of patron events, creating a deeper experience for subscribers, donors, and community members, 
    • Develop and deploy events within CRM, manage website landing pages, and patron experience
      • Manage invitations and RSVPs
      • Coordinate logistics from set-up to strike
      • Oversee volunteer needs, signage, and event supplies inventories
    • • Database management: 
        • Responsible for the maintenance and accuracy of patron data in the CRM (Neon) including: 
        • Oversight of data entry protocols and regular data clean-up; 
        • Management of data imports from box office and other 3rd parties 
        • Coordinates data exports for email and direct mail campaigns
        • Other duties as assigned.

Required Skills and Experience

• Minimum 2 years of relevant experience in communications, marketing, patron or customer service, arts or nonprofit administration, or related work.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to accuracy
• Strong project management skills and ability to manage multiple priorities
• Prior experience with email marketing, CRM, social media, or web platforms
  • Experience with NeonCRM, Constant Contact, WordPress is a plus
• Strong customer service skills and ability to communicate effectively with patrons. A commitment to providing excellent service, 
• Interest in the performing arts