Season Ticket Services Coordinator

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

Please include salary requirements in your cover letter 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.

• 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.

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