The Audience Engagement Manager is responsible for managing key aspects related to the overall patron experience at concerts. This includes three main areas of responsibility: managing front-of-house (FOH) activity for all concerts, assist with audience development initiatives and coordinating volunteers to support these activities.
Front of House Management:
Manage front-of-house (FOH) activity across all product lines, with an eye toward delivering excellent guest service and experiences
Serve as front-of-house manager for most concerts
Manage and distribute FOH schedule, disseminate information to and train other FOH staff
Participate in usher meetings prior to concerts; use these as an opportunity to seek and provide input on improving the audience experience
Serve as a liaison to Cincinnati Arts Association with respect to ushers, ticket-takers and concessions; address issues in these areas as necessary
Adjust lobby signage and set up weekly
Coordinate weekly concert fact sheet; coordinate with Music Hall staff and ushers regarding concert set up
Coordinate experiential elements to ensure a seamless, end-to-end concert experience (bus drop-off/pick-up for Young People’s Concerts; Brady Neighborhood Concert shuttles, etc.)
Assist Cincinnati Arts Association in training ushers and coordinate/lead training of staff and volunteer ambassadors
Participate in cross-department, strategic efforts to help ensure unparalleled concert experiences for audience members; help execute concert enhancements and provide event support to enhance the audience experience.
Audience Development Initiatives:
Assist with the creation and implementation of audience development initiatives including but not limited to:
Young Professional engagement
Parking Task Force
Off-site events, such as the Brady Neighborhood Concert series, Comic Expo, etc.
Works with the Volunteer Manager to ensure all concert-related volunteer opportunities are added to the volunteer management software
Train volunteers on respective duties (FOH, ambassador/greeter, etc.)
Serve as Volunteer Point of Contact for on-and-offsite events.
Support organization’s Diversity, Equity and Inclusion initiatives as well as supporting a respectful organizational culture
Other work-related duties as assigned.
2-3 years customer service and/or operations experience, preferably in a concert hall or theatrical environment
Ability to work nights and weekends
Exhibit strong project management skills, problem-solving, and critical thinking skills.
Proven effectiveness in interacting and collaborating with other departments and co-workers
Demonstrate a high degree of creativity, resourcefulness and energy
Experience working with/managing volunteers desired
About Cincinnati Symphony Orchestra and Cincinnati Pops
Comprised of the world’s finest musicians, the Cincinnati Symphony Orchestra aims to fulfill its mission: to seek and share inspiration. A cornerstone of the Cincinnati arts community, the CSO’s vision is to engage audiences and community better than any other orchestra in the world. The CSO, which also performs and records as the Cincinnati Pops Orchestra, presents over 100 concerts and events annually.
As one of the oldest symphony orchestras in the United States, the CSO has achieved international critical acclaim and an operating budget that consistently places it among America’s top 10 orchestras. An Andrew W. Mellon Foundation and National Endowment for the Arts grant recipient the CSO serves as an ambassador for Greater Cincinnati to the world through national and international tours and an extensive Grammy-winning recording catalog, with over 10 million recordings sold worldwide. The success of the CSO is predicated by its values: it is an orchestra determined for greatness and committed to experimentation that serves as Cincinnati’s ambassador to the world and remains devoted to the Cincinnati community.