Associate Director Of Patron Services
• Served as staff liaison to board-level Data Task Force, providing ticketing and audience data and analysis for strategic planning, grant reporting, auditing, and other purposes• Led data collection/preparation efforts and served as primary staff contact for a large-scale data study executed in collaboration with Claritas, and presented findings to senior staff, trustees, and funders• Revamped sales reporting methods, introducing new benchmarks, importing regular reporting functions into Tessitura Analytics, and delivering a predictive sales index that incorporated changes in audience behavior following the pandemic• Produced a series of renewable data analyses into the composition and motivations of The Public’s audience, including a large-scale survey of lapsed subscribers which allowed for the creation of a series of re-acquisition campaigns tailored to their specific needs• Introduced reporting on advanced metrics including year-over-year audience churn and patron-generated revenue• Conducted stakeholder interviews and analyzed data to inform the design of bespoke loyalty programs for 13 different audiences• Supervised the creation of external surveys, forms, and registration processes, maximizing completion rates and ensuring data could be imported to Tessitura CRM database• Served as a primary Tessitura CRM contact for the organization • Liaised with ticketing partners at the Pittsburgh Cultural Trust, serving as the primary point of escalation and managing organizational priorities• Wrote or edited a large volume of audience-facing messaging, especially regarding logistical information• As Box Office Manager, supervised all ticketing operations, including fully re-staffing the department for The Public’s first season after the pandemic, scheduling part-time staff, managing departmental budget, ensuring ADA and PCI compliance, and maintaining accurate financial records for a box office collecting over $2M in yearly revenue
