Donor and Patron Services Manager
Reports to: Executive Director
FLSA Status: Full time, exempt (1.0 FTE)
Compensation: $57,000 - $63,000 annually (commensurate with experience)
Benefits: Employee becomes benefits-eligible after successfully completing 90-day introductory period. (80% employer-paid health insurance; paid parking; professional development, coaching, and support; etc.)
The Washington Chorus (TWC) seeks a Patron and Donor Services Manager to provide unparalleled service and support to donors and patrons through managing and supporting box office, communications, marketing, and development projects and programs.
Reporting to the Executive Director, the Patron and Donor Services Manager provides a high level of exceptional service both to people (donors and/or patrons, primarily) and to donor/patron management systems and record-keeping (PatronManager, TWC’s in-office CRM).
The optimal candidate will have a strong and compelling combination of database and Microsoft Office suite management experience; proven people-oriented customer service experience (phone, email, in-person) with a wide range of stakeholders; and a keen eye for the power and importance of personalized, detail oriented strategic communications.
This position is often the first – or primary – point of contact for key organization relationships, and as such must always exhibit a friendly, positive, customer-service oriented demeanor, be a self-starting pro-active problem solver, and anticipate needs and opportunities in service to strongly stewarding and growing The Washington Chorus’ network of friends and supporters.
This is a key position on The Washington Chorus management team, with ample opportunity for growth and development at an exciting inflection point for this vital DC based music nonprofit.
Essential duties and responsibilities:
Patron/Box Office Service and Support
CRM (customer relationship management) database management. Serves as a primary gatekeeper and manager for Salesforce-based CRM platform. Direct the maintenance of this platform, PatronManager, to ensure accurate and efficient ticketing of events. Oversee the maintenance of all donor, subscriber, and ticket-buyer records. Successful candidate will be expected to complete the coursework and PatronManager admin certification within 6 months of hire.
Patron services manager. Front line key stewardship and fulfillment manager for patrons (ticket buyers) and donors to The Washington Chorus. This includes selling tickets and subscriptions, providing excellent customer service for patrons and donors while fulfilling patron and/or donor benefits, and conveying patron/donor feedback to management.
Coordinates contract management and fulfillment of contractual obligations with all TWC concert venues, as regards to ticketing and box office operations. Ensures smooth ticket purchasing and fulfillment processing both with in-house and venue-managed ticketing operations. These venues include but are not limited to the John F. Kennedy Center for the Performing Arts, the Music Center at Strathmore, National Presbyterian Church, George Mason University Center for the Arts, Live! At 10th and G, and other venues.
Coordinates and manages volunteers and provides training and assignments to volunteers.
Manages social media channels with support from staff and volunteers, helping to create and then share vibrant, timely creative content to engage our stakeholders.
Other duties. Work with office team to establish a system of timely deposits, ticket audits, and concert settlements. Engage in research and provide statistical box office data to the Executive Director and Deputy Director as needed.
Development Administration and Other Duties
Donor communications. Process donations and prepare acknowledgement letters and other correspondence. Prepare and execute on donor communications (email, phone, letter, etc) as directed by the Executive Director or Deputy Director.
Special events. Provide direct support and leadership related to special events planning and execution. Maintain guest lists, gather and prepare registration materials and other duties as assigned for fund-raising events.
Website management. Serve as primary manager and gatekeeper for timely updating and administration of all marketing and development elements of organization website, thewashingtonchorus.org
Office administration. Responsible for upkeep and positive public image of office space/s. Manages ordering/stocking/fulfillment of all office equipment and supplies across the team. Monitor incoming and outgoing mail; receive and sign for mail/packages from couriers and deliver to proper recipient. Respond to telephone, email, walk-in and website contact form inquiries from existing and prospective patrons, donors, community partners, vendors, etc. Answer all incoming calls to the main phone line and route them as needed.
Qualifications and experience:
At least 3 years professional experience in one (or some combination) of the following fields: customer service, sales, development, marketing/communications, box office management, andpatron and/or donor services
Advanced proficiency in Microsoft Word, Excel and PowerPoint
Significant database management experience – experience with Salesforce platform strongly preferred
Strong writing and/or editing experience
Availability to work weekends and evenings with notice
High school diploma, GED or equivalent; Bachelor’s degree strongly preferred
Experience with creation of PDF documents, basic HTML, email marketing software (i.e. MailChimp) preferred.
Extraordinary attention to detail in all parts of work (written and verbal communications; customer service; database management).
Strong written and verbal skills.
Highly motivated self-starter, a hard worker with a high energy level; a “doer” with a willingness to work hands-on in assisting donors, patrons, volunteers, and staff.
A pro-active problem solver.
Comfortable and eager in an ever-evolving organization environment; embraces learning, growth, and change.
Possess high standards of integrity, credibility, and reliability.
Works well independently and in a group setting.
Ability to maintain a high level of poise and professionalism in all circumstances.
Please submit a brief cover letter (no longer than one page) and resume, as well as three professional references (name, phone/email, and nature of professional relationship - two of which must be individuals that have managed you directly), all in one PDF, via email to Stephen Marc Beaudoin, Executive Director, at email@example.com.
Position opens for applications: July 10, 2019
Position closes: August 9, 2019
Ideal start date: early to mid-September, 2019
About The Washington Chorus:
Under the direction of Artistic Director Christopher Bell and Executive Director Stephen Marc Beaudoin, The Washington Chorus (TWC), now in its 59th season, is one of the foremost symphonic choruses in the nation. Noted for the superb artistry of its performances and recordings of the entire range of the choral repertoire, TWC is widely recognized as a cultural leader in the nation’s capital. A three-time nominated and two-time Grammy Award winner, the 160-voice Washington Chorus presents an annual subscription series at The John F. Kennedy Center for the Performing Arts, regularly performs at the invitation of the National Symphony Orchestra, and appears annually at the Music Center at Strathmore in Maryland and Wolf Trap National Park for the Performing Arts in Virginia. TWC was the first major Washington area chorus to be founded independent of a church or college. In 1961 Hugh Hayward, a medical doctor and classically trained musician, founded the Oratorio Society of Montgomery County, which became known as the Oratorio Society of Washington, and is now celebrated under the name of The Washington Chorus. In 1971, Robert Shafer succeeded Hayward as music director, leading the chorus for more than three decades with great distinction, including two Grammy Awards. From 2008–2017 Julian Wachner led the organization with education and innovation at the forefront of his programs. TWC’s commitment to the greater Washington community is evidenced by its Connections Programs, including the Side-by-Side high school program; the DC Honor Chorus in partnership with DC Public Schools; and its new partnership with Arts for the Aging, offering therapeutic life enrichment interventions for memory-loss patients in Washington, D.C. Chorus America, the national association for choruses, has honored The Washington Chorus with the Margaret Hillis Award for Choral Excellence and the ASCAP Alice Parker Award, which recognizes a chorus programming significant, recently-composed music that expands the mission of the chorus and challenges audiences in new ways. Other awards include the 2000 Grammy Award for Best Choral Performance for the live-performance recording of Benjamin Britten’s War Requiem and a 1996 Grammy Award for John Corigliano’s Of Rage and Remembrance with the National Symphony Orchestra under the baton of Leonard Slatkin. TWC has appeared at the invitation of leading orchestras including the National Symphony Orchestra and the Baltimore Symphony Orchestra. TWC is proud to have sung with the NSO in more than 300 performances, under the direction of many of the world’s greatest conductors, including Christoph Eschenbach, Leonard Slatkin, Mstislav Rostropovich, Rafael Frühbeck de Burgos, Seiji Ozawa, Sir Neville Marriner, Kent Nagano, Marin Alsop, Gustavo Dudamel, and many others. TWC has sung for numerous prestigious events throughout its history— inaugurations, papal visits, with the Rolling Stones during their 50th anniversary tour, and at the White House in 2013 and 2014 for the President and First Lady.