Philharmonia
Box Office and CRM Manager
Job Summary The Philharmonia is seeking to appoint a Box Office and CRM Manager to lead the management, development and optimisation of the Orchestra’s CRM strategy, systems and audience experience. Job Description The roles focuses on ensuring a seamless customer journey while overseeing the effective operation of the Box Office and the ongoing development of Tessitura. This is a key role overseeing both the day-to-day operation and strategic development of the Philharmonia's Box Office and CRM function. The successful candidate will play an important…
Job Summary
The Philharmonia is seeking to appoint a Box Office and CRM Manager to lead the management, development and optimisation of the Orchestra’s CRM strategy, systems and audience experience.Job Description
The roles focuses on ensuring a seamless customer journey while overseeing the effective operation of the Box Office and the ongoing development of Tessitura.
This is a key role overseeing both the day-to-day operation and strategic development of the Philharmonia’s Box Office and CRM function. The successful candidate will play an important role in developing ticketing and customer strategies that maximise sales income, improve conversion and enhance the audience experience.
As a public facing member of staff, the Box Office and CRM Manager will be a key representative of the Orchestra, ensuring customers receive a welcoming, efficient and accessible service whether booking online, by phone or in person. A proven track record of delivering excellent customer service is therefore essential.
The role will also lead on the effective management and ongoing development of Tessitura, supporting audience insight, segmentation, reporting and customer journeys across the organisation. Working closely with colleagues across Marketing, Development, Finance and Concerts, the successful candidate will help ensure that customer data is used effectively to support audience growth, income generation and informed decision-making.
Previous experience of using Tessitura is essential. From hall dressing and campaign set-up to system optimisation, reporting and user support, this role will be one of the Orchestra’s lead Tessitura users. Experience of working within a Tessitura consortium would be advantageous.
Job Requirements
Essential Minimum three years’ experience in a CRM, ticketing, audience data or related role Advanced knowledge and practical experience of Tessitura Experience managing and maintaining CRM systems and customer databases Experience producing audience analysis, reporting and business insight Strong understanding of customer relationship management principles Excellent attention to detail and commitment to data accuracy Strong analytical and problem-solving skills Excellent communication and interpersonal skills Ability to explain technical concepts to non-technical colleagues Ability to manage multiple priorities and meet deadlines Commitment to delivering outstanding customer experiences Interest in music, culture and the arts Willingness to work evenings and weekends
Job Responsibilities
Responsibilities include- Strategic planning and implementation: Work closely with Marketing and Development colleagues to develop and implement CRM strategies that support audience growth, income generation, membership retention/acquisition and fundraising objectives Project Management: Oversee the day-to-day operation of the Philharmonia’s Box Office across all performances and events Lead ticket sales activity across all channels, ensuring a smooth and efficient booking experience for customers Leadership & Management: Work with the Senior Data & Audience Insight Manager as Tessitura co-lead for the organisation, helping to shape CRM best practice and development
