Title Associate Director of Patron Experience
Organization Houston Grand Opera
Closing Date
Location Houston, TX
Information

Job Title: Associate Director of Patron Experience
Department: Audience, Patron Experience
Reports to: Director of Patron Experience
Classification: Full-time, Exempt
Date: July 2022

SUMMARY
The Patron Experience (PX) team is a group of resourceful, empowered, multi-faceted individuals that are focused on making meaningful connections with our customers and donors. We are empathetic, creative problem solvers who come from diverse backgrounds and thrive on offering simple solutions to complex problems. We influence every step of the customer journey, collaborate with cross-functional partners across the company and leverage data to refine our customer experience. We believe that every touchpoint a customer has with the organization is a chance to make the customer’s experience remarkable.

The Associate Director of Patron Experience (ADPX) is an integral part of the organization. The ideal candidate is one who thrives in a growth organization, challenges the status quo, excels at connecting people, and drives processes and results. You will be charged with creating a culture of high performance, operational excellence, and superior customer engagement.

The ADPX is responsible for providing concierge level service to HGO’s VIP donors, efficient management of PX operations, building out customer analytics and other innovations in customer engagement. This position will report directly to the Director of Patron Experience. This role will be based primarily on-site with the opportunity for occasional remote work.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provide concierge level ticketing service to VIP donors who give at the Patron level
• Provide operational support to Philanthropy for VIP donor benefits such as valet parking, Founders Salon dining, and dress rehearsal ticketing
• Help build, develop, and execute the PX vision and strategy for HGO
• Implement a framework for accelerating improvements to the customer experience
• Represent the voice of the customer and energize our organization to support them
• Manage the collection, analysis, and storage of PX data that is used to guide strategic and tactical decision making
• Work closely with the Business Intelligence team to leverage consumer insights from the convergence of operational experiential data
• Monitor and track KPI’s and benchmarks for the PX team
• Collaborate with all other functions in the company to drive better customer outcomes
• Work with Creative Manager of Patron specific materials and projects
• Innovate the ways we can better support our customers – whether through new platforms, channels, or communication styles
• Help develop and implement short and long-term strategies to improve the internal operations, productivity and performance of the PX team
• Champion internal systems and procedures to manage growth in both volume and complexity
• Assist the Director of PX with assessment, training and ongoing development for the PX team

QUALIFICATIONS:
• Bachelor’s degree preferably in Marketing, Business, Hotel Administration or equivalent experience
• 4+ years of prior relevant experience working on highly performing operations teams
• 2+ years working in a leadership role on a customer facing team
• Experience working in a CRM database, especially Tessitura is a plus
• Proficiency in Medallia, Qualtrics/Clarabridge, or other customer listening tools
• Must be able to work some nights and weekends for scheduled performances and events

SPECIAL CHARACTERISTICS
• Dedicated to providing positive customer experiences and building strong relationships with key stakeholders
• Understanding of the customer experience in a performing arts and e-commerce environment
• Desire to work on a collaborative and diverse team
• Strong analytical, troubleshooting, problem-solving and project management skills
• Ability to evaluate and execute smart risks, ability to identify opportunities for improvement, and initiative to drive necessary change
• Excellent verbal, written and interpersonal communication skills with the ability to influence decisions across the organization
• Passion for developing team culture and inspiring people to be the best version of themselves
• Someone who embraces challenges, enjoys solving problems and is willing to try new things

APPLICATION INSTRUCTIONS:
Please apply directly at http://www.houstongrandopera.org/work/. RESUMES ACCEPTED UNTIL FILLED.

Houston Grand Opera is an Equal Opportunity Employer. Candidates for employment are considered without regard to race, color , sex, creed, religion, national origin, sexual preference, age, non-job-related disability, or marital status.

Website https://www.houstongrandopera.org