Director Of Ticket Operations
CurrentLead all aspects of ticketing for music and performance programs at 3 performance venues, produced by both Carnegie Hall and outside organizations renting space. Operations include subscriptions, CarnegieCharge call center, Groups Sales, Patron Desk and Box Office. Manage team of 30, including union and non-union employees. Report to Director of Marketing and Creative Services. Tessitura team leader for all ongoing database projects related to ticketing including web-based applications, gala sales and customer service issues. Train staff throughout organization in Tessitura. Work closely with development, marketing, artistic programming, public affairs and IT departments. Manage all trustee and major donor ticketing.• Spearheaded 3 successful major database conversions. • Grew Group Sales 51% over 5 years, and from $50K to $375K in annual revenue, after in-depth analysis of ticket inventory and implementation of sales strategy targeting tourists. • Significantly improved customer experience through streamlined procedures and business practices• Expanded use of digital tools to market new programs and sell more seats following industry-wide downturn in subscription sales.• Added capacity for variable pricing of tickets according to demand, based on close tracking of sales data.• Built team’s capacity to assist patrons and subscribers with selecting performance programs as well as ensuring seating preferences. • Introduced on-line Subscription Renewals with additions and change requests. • Ensured seamless ticketing capability on redesigned website and mobile app.
