<p>Handel and Haydn Society | Director of Patron Experience</p> <p>Department: Box Office, Marketing and Communications</p> <p>Reports to: Vice President of Marketing and Communications</p> <p>Summary:</p> <p>The Director of Patron Experience plays a critical role in the financial success of H+H by providing leadership to the Box Office and all areas associated with the concert experience to ensure the highest level of overall excellence for which H+H prides itself. In this front-facing position you will engage with every department at H+H as well as patrons, Board members and outside vendors. Your department provides a service to both internal and external constituents with the main objective of increasing revenue and patron loyalty in accordance with our mission: To inspire the intellect, touch the heart, elevate the soul to connect us all with our shared humanity through transformative experiences with Baroque and Classical music.</p> <p>Key Areas Of Responsibility</p> <p>Box Office / Sales:</p> <ul> <li>Oversee and manage Tessitura our ticketing and database software. </li><li>Oversee and execute all aspects of subscription and individual ticket season prep and launch including activities surrounding HHYC ensuring accuracy by deadlines provided. </li><li>Process all payments and ticket distribution for subscriptions, individual tickets and group sales. </li><li>Oversee daily activities of the walk-in Box Office currently M-F, 9-5 (summer hours may apply); oversee phone queue and telesales systems. </li><li>Manage and coordinate consistent database entry between departments in conjunction with H+H Data and Reports Analyst. </li><li>Oversee Box Office staff in list pulls and work with Marketing on collateral and direct mail execution. Proof materials for accuracy of policies and pricing as requested. </li><li>Coordinate papering and papering strategy with Marketing and VP of Strategic Partnerships. </li><li>Order and maintain merchandise for the H+H shop. </li><li>Generation of daily reports in conjunction with H+H Data and Reports Analyst. </li><li>Work with Marketing and VP of Strategic Partnerships to meet goals for target audiences which currently include young professionals, students, children, and groups. </li><li>Oversee Box Office process for daily reconciliation and additional reporting for Finance using the Adyen system including resolving discrepancies and chargebacks. Liaise with Finance on annual Audit as needed. </li><li>Work with VP of Marketing and Communications to review and analyze data, offer sales summaries along with reports. Respond to requests for additional reports as needed. </li><li>Oversee and adhere to annual Box Office budget for staffing and supplies. </li></ul> <p>Supervise:</p> <ul> <li>Ticketing Operations Manager (TOM) and additional part-time Box Office team members as needed. </li><li>Oversee TOM in ticketing operations including training of staff and all back-end ticketing operations as part of TOM job description. </li><li>Ensure quality control and continually elevate performance of team members. </li></ul> <p>Front of House:</p> <ul> <li>Lead or oversee scheduling staff for concert duty </li><li>Liaise with concert venues for all aspects of ticketing, walk-up sales, Symphony Hall meals </li><li>Ensure merchandise ordered for online and onsite Shop </li><li>Oversee concert prep including assembling printed materials and any equipment needed for concerts ensuring optimal pre-and post-concert operations. </li><li>Oversee TOM in training and preparation of staff for all roles associated with concert duty. </li></ul> <p>Patron Experience:</p> <ul> <li>Foster exceptional patron experience across the organization. </li><li>Develop a patron experience training plan for the organization and execute it. </li><li>Respond to patron questions and patron service issues including tickets sales, exchanges, parking and database software issues. </li><li>Suggest policies and approaches to our partners and consultants including the BSO, garage staff and freelance ushers. </li><li>Respond to VIP requests; liaise with Development Department and Executive Leadership to ensure customized service is provided to key constituents as requested. </li></ul> <p>Position Requirements:</p> <ul> <li>Knowledge of CRM Tessitura / TNEW (or equivalent) required. Additional training will be provided. </li><li>Evening and weekend work is required along with availability to work onsite at approximately half H+H concerts including HHYC. For 2025 - 2026 season approximately 12 weekends per year. </li><li>2+ years Box Office experience or equivalent and 5+ years Manager level professional experience. </li><li>Supervisory experience required. </li><li>Appreciation of Classical or Baroque music. Knowledge preferred. </li><li>Superior written and verbal communication skills, a "people-person." </li><li>Detail oriented and highly accurate. </li><li>Ability to transition from one task to another while maintaining priorities and meeting deadlines and changes in market conditions. </li><li>Ability to thrive in a fast-paced multi-faceted live arts environment. </li><li>Superior technology, data analysis and financial skills. </li><li>Send of humor appreciated. Solution driven. </li><li>Valid Drivers License and willingness to operate H+H van. </li><li>Bachelor Degree required. Advanced degree preferred. </li><li>Proficiency with Microsoft Office </li><li>Position requires occasional lifting of boxes and print materials, loading and unloading a vehicle and repetitive use of a computer. </li></ul> <p>Schedule</p> <p>This position is currently hybrid, requiring two days in the office and three days remote. The schedule may change at any time. H+H is looking for new office space by late summer 2026 and a variety of work environments are under consideration.</p> <p>A flexible work schedule if offered as evening and weekend work is a requirement of this position. On concert weekends, a late start is offered on Fridays or the day before the concert and the day following the last concert in the series.</p> <p>Summer Schedule 2025 includes a four-day work week with nine Friday closures and fully-remote.</p> <p>Compensation: $70k-$80k</p> <p>About H+H</p> <p>H+H is a dynamic Classical and Baroque music organization encompassing the H+H Orchestra and</p> <p>Chorus and the Handel and Haydn Youth Choruses (HHYC). H+H has been sharing the gift of live music for over 210 years, longer than any other performing arts institution in the United States.</p> <p>We are constantly evolving and improving processes and programs to deliver live music and learning</p> <p>experiences at the highest level in a fun, dynamic, forward-thinking environment.</p> <p>Handel and Haydn Society is committed to diversity, equity, and inclusion, and we aspire to build a diverse staff team and community, including groups that are traditionally underrepresented. Statistics show that underrepresented groups apply to jobs only if they meet 100% of the qualifications. H+H appreciates different personal and professional experiences and encourages you to apply, even if you do not meet all the listed qualifications. We look forward to reviewing your application.</p>