Patron Services Manager

OVERVIEW

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.   

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.  

Rob Melrose, Managing Director Dean Gladden, and the Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves. 

JOB STATEMENT

The Patron Services Manager oversees general ticketing operations along with all aspects of our subscriptions. This is to ensure seamless processes and coordination for the Guest Services team to provide exceptional patron service experiences with the goal of converting single ticket buyers to subscribers. They will also contribute to creating and enhancing methods of acquisition and retention to grow our subscriber base and ensure the most patron-centric journey for our subscribers.  

This position reports to the Director of Patron Services and partners with the other Guest Services Managers. 
 

JOB DUTIES

• Accurately build and maintain ticketed and other events in Tessitura:  

• Responsible for setting up and maintaining season packages and individual ticketed events within the Tessitura system, including seating inventory, holds, pricing structures, and ticket delivery. 

• Utilize advanced features of the Tessitura ticketing system to create and manage promo codes, implement pricing changes, and interface with TNEW (Tessitura ticketing web interface). Ensure the integrity and accuracy of ticketing data and configurations. 

• Manage Inventory/ticketing efforts throughout the season based on best practices: 

• Advise and implement approved dynamic pricing and inventory management 

• Work closely with the Director of Marketing, Patron Services Director, and Chief Marketing Officer to execute seat releases and pricing adjustments aligned with strategic objectives and market conditions. Ensure timely and accurate implementation to optimize ticket sales and revenue. 

• Oversee the distribution and tracking of donations, gift passes, and General Management needs. 

• Ensuring clear and timely communication with both internal staff and patrons. Address any inquiries or issues regarding gift passes promptly and professionally, maintaining a positive patron experience. 

• Manage all comps, press tickets and papering efforts: 

• Coordinate the outreach, allocation, and processing of complimentary tickets and any papering efforts to fill seats for specific performances or events, including various efforts to facilitate full attendance on Opening Nights. Ensure accurate record-keeping and adherence to established policies and procedures. 

• Serve as the Ticketing representative at Opening Night dinners: 

• Work directly with Development for ticketing exchanges and comps needed for opening night events and be present to assist with ticketing needs at the check-in table during the events. 

• Provide accurate and timely reports on promotions and other ticketing efforts. 

• Generate comprehensive reports using Tessitura, Analytics, Excel and other tools to provide insights into ticket sales, patron behavior, and marketing effectiveness. Present findings to relevant stakeholders to inform decision-making. 

• Assist with proofing all Marketing materials: 

• Collaborate with the marketing team to review and proofread promotional materials, ensuring accuracy and consistency in messaging across various channels. 

• Administer NCOA changes into Tessitura in February and September of each year 

• Provide support in Guest Services as needed, assisting with ticket sales, patron inquiries, and resolving issues to ensure a seamless guest experience. 

• Assist as Guest Services manager on duty 

• Assist as needed with building lists and segmentation in Tessitura for marketing efforts 

• Collaborate with the marketing team to compile targeted mailing lists and audience segments within Tessitura, supporting effective marketing campaigns and audience engagement initiatives. 

• Suggest policy and procedural changes that will improve organizational efficiency. 

• Work with the Guest Services Manager to develop a defined and consistent customer service strategy for the Box Office. 

• Servicing of VIPs as Concierge Services Lead 

• Provide timely responses and resolutions, ensuring they receive VIP service.  

• Lead Subscription Cycle Management  

• Manage seating, printing, reseating. Work with managers to create new season in Tessitura, including Rollover 

• Develop and implement a comprehensive plan for subscriber retention activities 

• Create and plan events, thank you mailings, and special offers to subscribers. 

• Main point person for subscriber relations 

• Supervise the printing and compiling of the subscriber ticket packets, and all electronic subscription delivery. 

• Optimize Telemarketing efforts as main operational liaison 

• Consistent communication with telemarketing vendor and Alley IT 

• Ensure precise extractions, and proper processing.  

• Assist in the recruitment and training of new staff. 

• General daily Tessitura tasks (along with other managers) 

• Work with Guest Services Manager to analyze and address patron survey responses   

SUPERVISORY RESPONSIBILITIES

• Assist with the hiring and training of applicable new team members.  

• Motivating and coaching employees to improve performance, provide feedback and training opportunities.  

• Ensuring staff members follow company policies and procedures. 

REQUIREMENTS (SKILLS and KNOWLEDGE)

• Organization, analytical, decisive, detail-oriented, adaptive, service-oriented 

• Ability to work in a fast-paced, energized, and quickly changing environment. 

• A proactive approach to problem-solving with strong decision-making skills. 

• Detail-oriented, able to prioritize efficiently and multi-task. 

• Ability to be self-directed and take initiative. 

• Ability to maintain confidential information. 

• Excellent verbal and written communication skills.  

• Exhibit a positive attitude with good communication and interpersonal skills.  

• Understanding of historical and institutional racism in the American theatre, or a commitment to learning, and to be a part of Alley Theatre’s efforts to be an anti-racist organization 

• Communication, planning, accuracy, efficiency, patron-centric customer service, creativity 

• College degree preferred. 

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Prolonged periods of sitting at a desk and working on a computer.  

• Ability to lift and move 25 lbs. 

• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly. 

• Typical hours are during the day, but the position requires flexibility to be available for weekend, holidays and evening work hours as needed.  

BENEFITS & PERKS

• Medical, dental and vision insurance 

• Paid vacation, floating holiday, and sick time 

• 401(k) with matching, FSA, HRA (Alley paid deductible) 

• Free and discounted tickets to Alley Theatre performances  

• Bi-Weekly $4 Discounted Parking. 

• Discounted gym membership 

• Employee wellness program & EAP 

• Houston, TX is one of the most affordable cities in the nation with no state or city income tax. 

TO APPLY

To apply for this position, please go to the following link on the Alley’s website and apply. 

https://www.alleytheatre.org/about-us/opportunities/employment 
 

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at HRdept@alleytheatre.org.  

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable local, state, or federal law. We encourage people of all backgrounds to apply.