DETROIT SYMPHONY ORCHESTRA
JOB DESCRIPTION
Classification: Patron Loyalty Strategist
Department: Marketing & Audience Development
Last Revision: May 27, 2021
FLSA Status: Exempt
Position Summary
As a member of the Marketing & Audience Development team, the Patron Loyalty Strategist
provides the leadership for DSO programs and strategies to build relationships with core
patrons by creating, implementing, managing, and assessing the effectiveness of a
comprehensive program to earn and grow loyalty among DSO subscribers and broad-­­based
fundraising donors.
Specific Duties and Responsibilities
Patron Loyalty & Retention
• Oversee the development and evolution of DSO strategies designed to consistently increase
patron loyalty and retention.
• Create each season’s annual plan and program budget required for achieving the intended
outcomes of DSO patron loyalty and retention strategies.
• Lead the implementation and execution of annual patron loyalty and retention plans,
including:
• Develop and ensure timely promotion of all events via print and electronic invitations
to generate successful turnouts, including design, list creation, printing, and delivery
of all invitations, as well as RSVP mechanisms.
• Serve as team leader in working across the DSO management staff – including the
stage crew when using Orchestra Hall, the CUBE, or the Allesee Rehearsal Hall – to
ensure successful and orderly event setups, including logistics, a/v, catering, and
staffing.
• Work collaboratively with colleagues in Marketing & Audience Development and
Patron Advancement to provide donors and subscribers with progressive
opportunities for access and discovery.
• Create opportunities for patrons to deepen connections with other DSO
constituents, including musicians, staff, and fellow patrons.
Recognition
• Create and manage the inventory of DSO perks and discounts to provide clarity and
customer service, and with the overall goal of increasing satisfaction and retention.
• Lead the development of strategies, plans, tactics, and measurement metrics to achieve
a regular culture of unexpected and ad--­hoc experiences, activities, gestures, digital
initiatives and/or gifts that recognize and show appreciation to DSO patrons.
• Work collaboratively with colleagues from Marketing & Audience Development and
Advancement teams to help ensure the consistent and accurate communication and
fulfillment of all Friends, Members, and Governing Members benefits as outlined in the
DSO’s Patron Recognition Levels materials.
Communications
• Develop consistent, objective metrics that can be used to evaluate and assess the
effectiveness of patron loyalty and retention efforts.
• Increase awareness and updates of patron loyalty and retention efforts among DSO
constituents, including regular presentations at staff meetings.
• Oversee the team’s use of personalized print and electronic communications that share
important and intriguing information with patrons.
• Work across the entire DSO enterprise to manage content for pages on www.dso.org
related to loyalty programs.
• Work with the Marketing and Communications Teams to effectively use digital and
social media to further develop patron relationships.
Other
• Research related work at other orchestras and arts institutions, as well as for--­profit
customer--­centric businesses, to identify best practices and efforts to test at the DSO.
• Manage financial expenses for the Loyalty Programs budget.
• Other duties as assigned.
Experience
• Bachelor's degree or related experience required.
• Demonstrated ability to work independently, formulating multi--­year strategies and
conceiving the plans required to achieve the strategy
• Project management skills with a track record of exceeding expectations while
delivering on--­time and on--­budget results in a complex, fast--­paced environment
where autonomous work coupled with the ability to lead teams of peers and
subordinates
• An understanding of the dynamics of customer loyalty and retention a plus.
• Familiarity with the opportunities presented by social and digital media a plus.
• Experience with databases, especially Tessitura, a plus.
Personal Attributes and Competencies
• Dynamic self--­starter with entrepreneurial spirit who can think strategically, with
imagination, and possesses a good sense of humor with the ability to inspire
others to embrace this new and crucial work.
• Strong verbal and written communication skills and the ability to interact
effectively with staff and patrons.
• Excellent time management and organizational skills and an ability to meet
multiple deadlines in a fast--­paced environment.
• Creative mind with strong design and aesthetic sensibilities, as well as knack for
identifying fun and compelling activities.
• Interest in the arts and/or classical music a plus.
Reports to: Senior Director of Marketing & Audience Development