Communications and Ticketing Coordinator

Job Summary

The Communications and Ticketing Coordinator oversees all online and pre-event ticket sales and related customer service, ensuring smooth operations across general admission, special events, group tours, and seasonal programs. This role manages the Altru ticketing platform, supports internal and external communications, and enhances the visitor experience by providing timely information, promotions, and day-of-event support.

Duties and Responsibilities

Ticketing & Reservations Management:

• Oversee all online and pre-event ticket sales, including general admission, special events, group tours, and seasonal programs
• Manage and maintain the Altru ticketing platform, ensuring accurate pricing, event descriptions, and availability
• Develop and implement a comprehensive ticketing calendar, including presales, launch dates, and internal deadlines
• Ensure phone coverage and staff preparedness for ticket launch days, providing FAQs and customer service training, coordinating as needed with the Visitor Services Department
• Generate and distribute email confirmations for all ticket purchases

Customer Service & Visitor Support:

• Serve as the primary contact for ticketing-related inquiries via phone and email
• Assist front desk staff on peak ticketing days and during major event launches
• Develop and implement a customer service plan to improve response times and overall visitor satisfaction
• Establish and communicate box office hours to the public

Internal and External Communications Support:

• Manage weekly communication emails for staff and ensure all staff are updated on ticketing and event details
• Oversee the Phone Tree system, ensuring information is accurate and accessible
• Create and schedule promotional emails for events, ticket launches, and membership benefits
• Develop and schedule social media posts related to events, ticket sales, and visitor information
• Regularly update website event pages and ticketing information for clarity and accuracy
• Assist in drafting event press releases, media outreach, and updating online calendars with ticketing information
• Analyze ticket sales data and provide actionable reports to inform marketing strategies
• Develop and send pre-event reminder emails with logistics such as parking, arrival times, and policies

Event Check-In & On-Site Coordination:

• Oversee and improve the event check-in process, ensuring efficient use of scanning technology where applicable
• Coordinate with the Director of Visitor Services to ensure proper staffing for ticketed event days, including front desk and admissions support
• Provide day-of phone coverage for customer issues related to ticketing

Administrative & Financial Management:

• Reconcile ticket sales and manage financial reporting for ticketing-related activities
• Track event attendance and generate post-event reports for leadership review
• Work closely with Visitor Services to ensure smooth front desk operations, both during peak and off-season periods

Additional Duties

• Assist with Museum events as assigned by the Museum Events Manager
• Participate in all trainings and workshops required of Strawbery Banke Museum staff
• Other duties as assigned

Qualifications

• Strong organizational skills and attention to detail
• Proficiency in Altru or similar ticketing/CRM platforms
• Experience in customer service, ideally in a ticketing or visitor services role
• Ability to manage multiple projects and deadlines
• Proficient in Google Suite and social media platforms
• Ability to work in a fast-paced environment and provide excellent customer support under pressure
• Excellent written and verbal communication skills

Preferred:

• Experience with email marketing platforms (e.g., Mailchimp).
• Graphic design experience in Canva
• Experience in event coordination or on-site event management.
• Previous experience in a museum, cultural institution, or non-profit setting.

Requirements of all Strawbery Banke Museum Staff: 

SBM is committed to fostering a workplace that is truly equitable, inclusive, and accessible for a diverse group of staff, volunteers, and visitors. As such, it is an essential requirement that every SBM staff member:  

1. Exhibit a positive, collegial attitude and ability to work cooperatively with others at all levels of the organization including direct reports, colleagues, supervisor, volunteers, and visitors of all ages, abilities, and cultural backgrounds;
2. Actively contribute to an organizational culture of empathy, dignity, trust, and respect.  Each person at SBM agrees to proactively prevent and address issues such as unconscious bias, harassment, gender disparity, racial inequity, political divisiveness, and barriers to accessibility; and
3. Foster inclusive and engaging interactions, accommodate safety and comfort needs and requests, and to provide the best visitor experience possible.  Staff members equally share the responsibility of immediately addressing a deficiency, and/or, notifying the appropriate department or supervisor to address any situations.

Strawbery Banke Museum Staff Norms:

SBM is committed to fostering a supportive and safe work culture. Through a series of training sessions in 2022-2023, staff collectively established and approved the following norms:

1. We will set and acknowledge boundaries that foster a healthy work/life balance
2. We will help and support each other to create psychological safety and trust
3. We will welcome different viewpoints, values, and ideas in solving organizational problems
4. We will proactively, honestly, and constructively create clear expectations regarding communication with all potential stakeholders
5. We will hold ourselves and each other accountable in executing mutually agreed upon decisions

Working Conditions

This position requires working occasional nights and weekends for Museum and Member events. The staff event schedule for Museum events will be coordinated in advance by the Director of Events. When occasional evening and weekend work is required for events, the equivalent time off is provided within the same workweek whenever possible.

Must be physically and mentally able to perform the essential functions of the position, with or without reasonable accommodations.

The essential duties of this position require a combination of regular attendance onsite, but with the capacity for some remote work; the schedule to be determined in collaboration with the Director of Marketing.