Hybrid Patron Services Manager bei BROOKLYN ACADEMY OF MUSIC INC

Description

Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York. For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas—engaging both global and local communities. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.

The Patron Services Manager will facilitate positive relationships between BAM and its donors from the Patron level through the board of directors by fulfilling ticket orders, transacting donation renewals, and providing dedicated customer service. Ensure high-quality, concierge-level service for BAM Patrons, Major Donors, Board Members, and select VIPs (elected officials, BET Board Members, foundation funders, and corporate sponsors) through timely and positive correspondence. Fulfill ticket requests and proactively resolve customer service issues in partnership with Advancement and Box Office teams. Strategically manage Patron ticket inventory and seating for performances and special events in coordination with the Advancement and Box Office teams. Maintain seamless internal communication by disseminating Patron information across departments and acting as a key liaison for ticketing and donor servicing needs. Support patron renewals, major gifts renewals, end of calendar year giving, and end of fiscal year giving in partnership with the Major Gifts and Individual Giving teams.

Essential Duties and Responsibilities:  

• Participate in all day-to-day functions of the Advancement team
• Donor Stewardship
  • Deliver exceptional, concierge-level service to BAM donors at the patron level and above by anticipating needs, resolving issues with discretion and urgency, and fostering connection and care
  • Maintain a proactive, solutions-oriented approach to donor interactions, ensuring every touchpoint reinforces BAM’s commitment to excellence and hospitality
• Ticket Fulfillment and management
  • Fulfill ticket requests from donors at the patron level and above, which includes donors across all giving types
  • Manage inventory of "Development Holds” tickets for assigned shows on a regular basis
  • Set up initial ticket holds for corporate donors and rental partners and maintain regular communication with the Corporate department to ensure timely and accurate assessments of ticketing needs
• Maintain guest-lists and support seating for Advancement events, including but not limited to opening nights, cultivation events, fundraising events, and board led initiatives. 
• Patron table
  • Regularly volunteer at the Patron Table alongside Advancement staff during performances and special events, providing excellent in-person service to BAM donors
  • Create and manage schedule for the Patron table sign-up sheet, including setting up reminders for Advancement staff who enlist for Patron Table Duty
  • Ensure Patron Table volunteers are fully prepared by offering timely access to the Patron Services inbox, Tessitura database, and any show-specific guidance or materials
  • Act as a key liaison for Patron Table operations, assisting colleagues in navigating common questions, resolving ticketing issues, and reinforcing BAM’s high-touch donor service culture
  • Work with Major Gifts and IG teams in transacting Patron renewals
• Other duties as assigned

Qualifications

• Bachelor’s degree, or equivalent work experience 
• Minimum of 2-3 years the arts, fundraising, ticketing, and/or hospitality industry experience
• Proficiency in Microsoft Office essential and knowledge of Tessitura is preferred
• Strong interpersonal and customer service skills required
• Capable of managing multiple work streams while being highly organized
• Work well under pressure and tight timelines in a fast-paced environment
• Active listening skills, and a passion for building lasting donor relationships
• High level of organization
• Calm and efficient problem-solving skills
• High level of integrity and ethical standards; excellent attention to detail and accuracy.
• Capable of keeping sensitive information confidential.
• Team player who strives to achieve shared goals.
• Ability to think critically and solve problems proactively.
• Demonstrated commitment to anti-oppression.
• Experienced in DEI concepts, programs, and initiatives.

Compensation: The salary for this role is $73K.  This role is represented by Local 2110 and will be paid in accordance with the BAM/UAW Local 2110 Collective Bargaining Agreement. This position is full-time, exempt, and eligible for benefits. BAM provides a comprehensive benefits package including medical, dental, and vision insurance, retirement plan opportunities including both 401(k) and pension plans, as well as BAM-related benefits including access to BAM's fantastic programming. 

Working conditions: Administrative Work with Light Physical Exertion (Category 3):

• The employee is required to sit most of the time yet must move about on foot to accomplish some tasks, including frequently moving from one location to another.
• Lifting: The employee is required to exert force to lift, carry, push, or pull or otherwise move objects.
• Hybrid Schedule

Brooklyn Academy of Music is an Equal Opportunity Employer. BAM recognizes that historic institutional practices lead to a non-inclusive environment and is working to address diversity and inclusion in all forms. Individuals in BAM are experiencing their own pace during this process, which is not uncommon when addressing power and privilege. The Advancement division supports and continues to take part in this process.