Career Opportunities

 

Sales Manager Position Description

Position: Sales Manager 

PT / FT: Hourly/Salary: FT Salary

Reports to: Director of Sales & Patron Development

Function

The Sales Manager is responsible for leading the Call Center and Will Call teams in maintaining a culture of upselling and product recommendation, and providing outstanding customer service to Phoenix Theatre patrons. In this leadership role, the Sales Manager drives group involvement and team decision making in every avenue of revenue generation through inbound and outbound phone sales, ticket inventory management, dynamic pricing, marketing and promotions, subscription campaigns and group sales. (S)he is charged with training and directly managing all full and part time Call Center/Box Office employees, including the Group Sales Coordinator.

Essential Duties & Responsibilities

  • Manages the sales behaviors of the Call Center/Box Office team and leads by example; this is the most important function of this position

  • Fosters a patron-centric environment where the team builds patron relationships with single ticket buyers, group sales buyers and subscribers both in person and over the phone by having conversations about theatre

  • Handles the management of inbound and outbound sales call campaigns and escalated patron issues, ensuring positive patron interactions while driving maximum revenue for every call

  • Develops group training and role playing sessions as well as individualized goal-based portfolios and training sessions for each full time Call Center employee and the Group Sales Coordinator

  • Tactically manages annual subscription campaign and delegates processing duties

  • Verifies monthly commission reports for all commissioned sales people

  • Maintains and updates all training and information-sharing materials, including the Box Office Binder, Patron Services Manual, Cheat Sheets, Will Call Checklist, Training Checklist, and scripts

  • Serves as expert Tessitura user and trains all Phoenix Theatre staff in basic Tessitura operations

  • Works in conjunction with Tessitura Data and Analytics Managers in pulling reports and implementing pricing changes within Tessitura

  • Partners with Development team in developing a calendar of solicitation initiatives and scripting

  • Acts as Will Call expert, providing show-specific and Tessitura-related updates to the team and ensuring all Will Call members know how to troubleshoot when problems arise

  • Administers discipline including one-on-one coaching, verbal and written warnings when necessary

  • Partners with Director of Sales and Patron Development in developing sales and donation goals, measuring successes, and creating incentives and rewards for both full and part time staff

  • Works in tandem with Director of Sales and Patron Development and Front of House Manager (FOH) in interviewing potential candidates for Will Call and FOH positions

  • Works in tandem with FOH Managers in creating and managing all FOH schedules

  • Works in tandem with Director of Sales and Patron Development and FOH Manager in developing all FOH Meeting agendas and in leading training and updates for each meeting

  • Processes or delegates processing of all comp ticket requests for staff, cast, management, etc.

Minimum Qualifications

  • Minimum five years of sales experience and sales training experience with demonstrated ability to achieve and exceed sales goals

  • Minimum two years in personnel management

  • Skills in conflict resolution, problem solving and mediation

  • Superior leadership skills and style

  • Professional etiquette, a high work ethic and positive attitude

  • Ability to meet deadlines, adapt to changing priorities, and work well under pressure

  • Organizational and time management skills

  • Data management skills and abilities

  • Outstanding verbal and written skills

  • Must be able to function in a high-pressure environment with changing priorities

  • Knowledge of theatre arts, nonprofits, and a quirky sense of humor are preferred

Physical / Mental Demands & Working Conditions

  • Typical workweek will be 40+ hours; evenings and weekends are required

  • General office and theatre setting

  • Fast paced and fun environment

* Many Positions in Theatre overlap and it is not unusual to be asked to perform a task not listed in this position description. This is not necessarily an exhaustive list of responsibilities, skills, duties and working conditions associated with the job. It is intended to be an accurate reflection of the current job; however, management may revise the job tasks based on business needs including emergencies, staffing needs and workload.

To apply, send cover letter and resume to Sara Jayne White at s.white@phoenixtheatre.com.