Sales and Audience Services Manager

DEPARTMENT: Marketing and Audience Services 

POSITION: Sales and Audience Services Manager  

REPORTS TO: Director of Marketing and Audience Services 

WORK SCHEDULE: Monday-Friday. Some evenings and weekends required. 

CLASSIFICATION: Full-time, exempt; benefits eligible after 90 days.  

COMPENSATION: $70,000-$74,000, depending on experience 

Position Summary

Berkeley Repertory Theatre (Berkeley Rep) has grown from a storefront stage to an international leader in innovative theatre. Known for its ambition, relevance, and excellence, as well as its adventurous audience, the nonprofit has provided a welcoming home for emerging and established artists since 1968. Over 6 million people have enjoyed more than 500 shows at Berkeley Rep, including 85 world premieres. Berkeley Rep shows have gone on to win eight Tony Awards, nine Obie Awards, 11 Drama Desk Awards, a Grammy Award, a Pulitzer Prize, and many other honors. In recognition of its place on the national stage, Berkeley Rep received the Tony Award for Outstanding Regional Theatre in 1997. Through its annual seven-play season, together with up to four special event presentations, Berkeley Rep invites audiences to enjoy an eclectic range of theatrical experiences featuring diverse artistic voices, themes, and perspectives. 

Berkeley Rep seeks an experienced Sales and Audience Services Manager to lead the Box Office, enhance revenue, and grow audience engagement and loyalty through innovative ticketing and customer service initiatives. As a key member of the Marketing and Audience Services team, the Sales and Audience Services Manager is responsible for implementing data-driven sales strategies, fostering a customer-focused culture, managing all aspects of ticketing operations, and ensuring exceptional service for audiences. 

This role includes managing staff hiring, training, payroll, and scheduling, as well as collaborating on audience development initiatives that support revenue goals and audience retention. The ideal candidate will bring strong organizational, problem-solving, and communication skills, along with experience in sales strategy, customer service, and team leadership, to help drive Berkeley Rep’s mission to create a welcoming environment for all. 

Essential Duties and Responsibilities

Customer Service and Experience 

• Ensure that audience and community members of all backgrounds and circumstances experiences a warm, inclusive, and welcoming environment that reflects Berkeley Rep's commitment to a radical welcome approach. 
• Manage and ensure the staffing, training, smooth operation, and high customer service level of the audience services staff for in-bound and out-bound subscription and ticket sales. 
• Collaborate with the Director of Marketing and Audience Services to create and execute industry-leading customer service policies and procedures. 
• Take the lead in resolving customer inquiries and concerns at the box office, received in-person or via email, phone, or social media. 
• Coordinate with internal teams—including Public Relations, Audience and Donor Development, Front-of-House, Production, and General Management—to manage opening night ticketing and ensure enthusiastic attendance. 
• Collaborate with internal departments on inventory management, identifying seating issues (i.e. sightlines, access), pricing, handling major donors and VIPs, and other matters. 
• Ensure accessibility protocols are in place and that the box office team is trained to support audiences with accessibility needs. 
• Oversee onsite box office operations during regular business hours and performances, coordinating with Front of House Director on ticketing and re-seating issues during shows. 

Ticketing and Sales Management 

• Manage the subscription renewal process, including preparing data for invoices, building the new season, developing a renewal plan, and distributing subscription packets. 
• Serve as the primary contact for managing ticket inventory and holds, including dynamic pricing and coordination with external vendors, if applicable. 
• Work closely with the Director of Marketing and Audience Services, as well as the Associate Director of Marketing, to support and execute data-driven strategies that maximize single and season ticket sales through pricing, inventory management, and demand management strategies. 
• Support marketing promotions by building discounts, promo codes, and pricing in Tessitura; lead the box office team in fulfilling third-party sales organized by the marketing team. 
• Collaborate on group sales strategies and upselling initiatives with Marketing colleagues to achieve ticketing targets. 

Database Management 

• Work closely with the CRM Project Manager to administer Tessitura, focusing on pricing, promotions, subscription/group/single ticketing, and training Audience Services staff. 
• Participate in the Tessitura Users' Group (TUG) to coordinate and troubleshoot database management. 
• Maintain ticketing setup for current and new performances, including handling cancellations. 
• Ensure audience records are maintained in accordance with Berkeley Rep's procedures. 

Team Management and Development 

• Create a collaborative environment where team members feel supported, valued, and aligned with the Radical Welcome mission. 
• Provide regular training on customer service and accessibility. Empower staff to make decisions that enhance the audience experience. 
• Proactively maintain open communication by holding regular check-ins and feedback sessions to ensure staff are supported and continuously improving. Regularly share updates on productions, sales initiatives, and company-wide policies. 
• Organize team-building activities, celebrate successes, and recognize exceptional service to strengthen team morale and engagement. 
• Set clear performance goals and provide coaching to help staff grow and excel. 

Box Office Operations 

• Report and reconcile daily and weekly show revenue, creating and distributing accurate ticketing reports for finance and general management, and promptly addressing any discrepancies. 
• Generate and distribute ticketing reports, including daily and weekly sales, performance capacity, and campaign tracking, to monitor organizational progress toward sales goals. 
• Coordinate with internal departments on ticket policies, promotions, and special events. 
• Manage ticket services supply inventory and oversee ticket services expenses within the departmental budget. 
• Oversee the box office phone system, ensuring clear and up-to-date documentation for the team. 
• Attend marketing meetings, cast meet-and-greets, and opening nights; represent Berkeley Rep at special events as required. 
• Actively engage in workshops and training on harassment prevention, bystander intervention, equity, diversity, inclusion, access, and antiracism. 
• Champion and support organizational goals related to inclusion, diversity, equity, access, and antiracism in staffing, policies, procedures, and practices. 
• Perform additional duties as assigned, including serving as a box office agent if needed. 

Qualifications and Skills

• 3+ years of supervisory and customer service experience required. 
• Must be willing to work weekends and evenings. 
• A skilled manager, collaborator, and effective delegator who can build on group dynamics and set high expectations with the customer service team. 
• Ability to effectively manage a team, work in a fast-paced environment, meet multiple deadlines, organize time and priorities, welcome and embrace change, and balance challenges inherent in an active theatre environment. 
• Exceptional organizational and multi-tasking skills. 
• Strong written and verbal communication skills, with a high degree of emotional intelligence and cultural competency. 
• Ability to problem-solve, adapt, and respond to changing work situations and environments. 
• Exceptional attention to detail and commitment to follow-through.
• Applicants should demonstrate a strong commitment to equity, diversity, inclusion, access, and antiracism work in the theatre. 
• Background check required. 
• Knowledge of Tessitura ticketing software is a plus. 

Application Procedure 

Berkeley Rep is an equal opportunity employer and offers a full range of employee benefits including 85% employer-paid health and dental insurance, optional vision, FSA, and 403(b) plans, professional development support, paid vacation, sick leave, and holidays. 

Position available immediately. Online submissions only via https://recruiting.paylocity.com/recruiting/jobs/Details/2853697/Berkeley-Repertory-Theatre/Sales-and-Audience-Services-Manager. When completing your application, please submit a cover letter and résumé. In your cover letter, please reflect on the following question: “What does radical welcome mean to you?” Persons from diverse backgrounds are highly encouraged to apply. 

Berkeley Rep will contact candidates of interest. Please, no calls, faxes, or web links. Only complete submissions will be considered. 

https://recruiting.paylocity.com/recruiting/jobs/Details/2853697/Berkeley-Repertory-Theatre/Sales-and-Audience-Services-Manager