Kerja Sepenuh Masa, SEASON TICKET SERVICES COORDINATOR di Playhouse Square - Maukerja

• Full Time/Benefits
• Salary Range: $46,700 to $51,000, based on experience and qualifications.
  
  

Please include salary requirements when applying, in order to be considered.

Job Summary

The Season Ticket Services Coordinator is a high-impact role responsible for the stewardship, satisfaction, and long-term value of a portfolio of over 4,000 season ticket holder accounts, representing more than $5 million in annual revenue. This position requires an exceptional blend of relationship management, operational excellence, analytical capability, and service-driven decision-making.

The individual in this role will build and maintain service systems that directly influence retention outcomes, revenue growth, and guest satisfaction. With a strong understanding of ticketing operations, CRM utilization, and process design, the coordinator ensures efficient workflows, consistent communication, and a best-in-class service experience that distinguishes our organization.

Areas Of Direct Responsibility

• Guest Relationship Management
• Revenue, Retention & Growth Strategy
• Systems, Processes & Operational Excellence
• Communication & Customer Experience Design
• Program, Event & Engagement Support
  
  

Duties And Responsibilities

Guest Relationship Management

• Serves as the primary point of contact for a large portfolio of season ticket holders, executing high-level, personalized account stewardship.
• Delivers proactive outreach strategies—phone, email, SMS, and in-person—to foster deep relationships and anticipate guest needs.
• Applies advanced knowledge to maximize quest experience and revenue of programming, fundraising, and district amenities.
• Leads resolution of escalated guest issues with diplomacy, speed, and ownership.
  
  

Revenue, Retention & Growth Strategy

• Achieves and exceeds retention and revenue KPIs by applying a data-informed and guest-centric approach.
• Individualizes campaign and project management.
• Strategically upsells seating upgrades, ancillary products, and value-enhancing opportunities based on guest history and behavioral indicators.
• Collaborates with leadership to refine retention tactics and identify process efficiencies.
  
  

Systems, Processes & Operational Excellence

• Build and maintain service systems that enhance productivity, communication consistency, and revenue accuracy for your portfolio of business.
• Manages all account activity within CRM and ticketing platforms with 100% accuracy, ensuring data integrity and secure handling of financial information.
• Performs complex account troubleshooting including payment research, order verification, and historical analysis.
• Executes leadership workflows for transfers, conversions, seating changes, and special handling cases.
  
  

Communication & Customer Experience Design

• Creates personal and individualized systems that maximize portfolio engagement that elevate account satisfaction and reinforce long-term loyalty.
• Identifies and prioritizes benefit usage trends to fill daily work and annual success.
• Achieves or exceeds weekly outreach metrics through structured call and communication planning as set through leadership.
  
  

Program, Event & Engagement Support

• Supports and executes exclusive season ticket holder events, tours, premium experiences, and engagement programs.
• Provides onsite support at performances, ensuring seamless day-of-show service for high-value guests.
  
  

Leadership & Departmental Support

• Serves as a resource and role model for the Representative team, supporting escalations, training, and communication alignment.
• Participates in cross-departmental projects, aiding in service improvements, technology enhancements, and operational alignment.
• Other duties as assigned.
  
  

Required Skills & Attributes

• Exceptional communication skills and emotional intelligence; able to tailor communication styles to diverse audiences.
• Strong analytical skills with the ability to interpret data and identify trends in order to create a personalized and professional approach for portfolio.
• High operational discipline with strong organizational skills and capacity to manage high-volume workloads.
• Demonstrated accountability in handling sensitive financial data and confidential account information.
• Advanced competency with CRM platforms, ticketing systems, and Microsoft Office suite.
• Solutions-oriented mindset with a commitment to continuous improvement and team collaboration.
• Flexibility to work evenings, weekends, and event nights as required.
• Willingness to embrace and embody Playhouse Square’s mission, vision, values, and commitment to Diversity, Equity, Inclusion, and Belonging.
• Commitment to uphold Playhouse Square’s Code of Engagement.
  
  

Qualifications

• Bachelor’s degree or equivalent professional experience managing high-volume accounts.
• Two to four years in service, sales, operations, or customer relationship management.
• Experience with ticketing systems, CRM environments, or large-scale account management preferred.
• Background working in entertainment, sports, cultural institutions, or hospitality industries is a plus.
  
  

Benefits

Playhouse Square offers an attractive and comprehensive benefit package to employees that provides exceptional coverage. This package includes:

• Medical, Vision, and Dental Insurance
• Long-Term and Short-Term Disability Insurance
• Paid Leave
• Life Insurance
• 401(k) Retirement Plan
• Employee Assistance Program (EAP)
• Wellness Program
• Discounted Parking
  
  

In order to apply, please submit a resume along with a cover letter to one of the following:

E-mail to *************

Fax to *************-9448

Mail

Playhouse Square

Human Resources Department

1501 Euclid Avenue, Suite 200

Cleveland, OH 44115