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AUDIENCE EXPERIENCE MANAGER

Exempt/Full-Time

This position is based in San Antonio and will require in-person attendance, as well as consistent night and
weekend duties onsite.

POSITION OVERVIEW

The Audience Experience Manager plays a crucial role in delivering exceptional customer experiences and driving revenue for our theater. With a deep passion for theatre and a strong background in sales and customer service, this seasoned professional oversees all customer-facing operations. Responsibilities include creating an impactful audience experience, supervising bar operations and merchandise revenue streams, and leading the team of bartenders, ushers, and other hospitality professionals. Reporting directly to the Vice President of Marketing & Audience Experience, the Audience Experience Manager additionally collaborates with the Box Office Manager, ensures a seamless and enjoyable experience for all patrons while maximizing sales opportunities.

KEY RESPONSIBILITIES

Audience Experience Management: Supervise daily front-of-house and customer-facing operations, ensuring the highest quality of customer service for patrons. Collaborating with marketing teams to drive sales and engage audiences.

Sales Leadership: Develop and implement comprehensive sales strategies for bar and merchandise sales. Collaborate and coordinate with the Vice President of Marketing & Audience Experience to execute targeted promotional campaigns and sales goals. Analyze sales and revenue trends, adjusting strategies to optimize experience, engagement, and financial outcomes.

Team Collaboration: Foster collaboration among audience experience, box office, marketing, and other internal teams, ensuring a unified approach to enhance the overall audience experience. Coordinate with production, artistic teams, and front-of-house volunteers to align efforts with the unique aspects of each theatrical production.

Financial Management: Ensure accurate financial transactions for bar and merchandise, maintaining secure and efficient systems. Implement cost-effective measures while maintaining high-quality theatre and bar experiences.

Personnel Management: Supervise bartenders, ushers, and volunteers, ensuring a well-coordinated, customer-focused team. Provide training and support to enhance team performance in delivering exceptional service.

Special Events: Support events that complement theatrical productions, engaging the audience and optimizing bar revenue. Collaborate with internal and external teams, including Development Team, Production Team, and event organizers to seamlessly integrate special occasions within the theatre environment. Support staffing of events held during facility rentals. Provide excellent customer service to clients renting facilities.

QUALIFICATIONS

3+ years of proven experience in audience experience, customer service, or front-of-house management role, preferably within the theatre or performing arts industry.

Strong interpersonal and communication skills, with an understanding of the unique dynamics of theatre audiences.

Ability to lead and motivate a diverse team, including bartenders, ushers, and volunteers.

Proficient in using ticketing systems, sales analytics tools, and bar management software.

• TABC Certification required for bar management.
• Bachelor's degree in Hospitality, Theatre Arts, Business, or a related field is preferred.

OUR MISSION

San Pedro Playhouse produces excellent, relevant, and transformative theatre that unites diverse communities through dynamic performances and arts education programming.

OUR VISION

San Pedro Playhouse serves as the artistic hub of San Antonio that fosters a thriving arts community,
contributing to the region's vibrancy and creativity.

OUR CORE VALUES

At San Pedro Playhouse, our core values serve as the compass guiding every aspect of our work, from artistic endeavors to community engagement. These valuesartistry, integrity, bravery, joy, and kindnessare not just words on a page; they are the driving force behind everything we do. Together, they form the foundation of our commitment to enriching lives through the transformative power of theatre.

CULTURAL COMMITMENT

As a theatre company and nonprofit organization, San Pedro Playhouse puts Equity, Diversity, Inclusion, and Accessibility (EDIA) at the forefront of its operations, decisions, and practices. We are working towards this by actively addressing everything from internal policies to evaluating our programming, both on and off stage, in our effort to meet these goals. We expect our staff to be on board with this approach by providing ongoing conversations and workshops, welcoming direct and open conversation, and holding ourselves accountable through our community. We are committed to providing the resources to our staff and creative teams as we continue our efforts to learn and grow in these areas. We are a caregiver and parent-friendly workplace. San Pedro Playhouse is an equal-opportunity employer.