Job description

Company Overview
The Cleveland Institute of Music (CIM), founded in 1920 with composer Ernest Bloch as the founding director, is one of just seven independent conservatories of music in the United States, one of three devoted exclusively to classical music performance and the only nestled in America's heartland. CIM's campus - in the world-class center of innovation in healthcare, education and arts & culture known as University Circle - offers an incomparable environment for learning, study and artistic development.
CIM's graduates command the most celebrated and revered stages in the world as soloists, chamber musicians and ensemble members; compose meaningful, award-winning new repertoire; and are highly sought-after teaching artists, administrators and though leaders. More than half of the members of The Cleveland Orchestra are connected to CIM as members of the faculty, alumni or both. The Institute's diverse talent tapestry uniquely positions CIM as the future of classical music.
All CIM students benefit from access to world-renowned visiting artists and conductors, intensive study with CIM's stellar faculty and the rich curriculum offered by CIM's partner Case Western Reserve University, CIM's Center for Innovative Musicianship (known as CIM²) embraces the school's mission to empower the world's most talented classical music students to fulfill their dreams and potential by offering extensive experiential opportunities for students to foster the practical skills necessary for a seamless transition into a professional career.
CIM is an integral part of Cleveland's art community, presenting nearly 600 free performances and master classes on campus each year, and hundreds more at locations throughout the region, including Severance Hall, which is widely regarded as one of the world's finest concert halls. Students and faculty engage with partners including The Cleveland Orchestra, Cleveland Museum of Art, Cleveland Institute of Art and other cultural, educational and community organizations to create classical music that is as vibrant and varied as the city of Cleveland.
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Job Summary*
The Manager, Patron Relations and Marketing, is a key member of the Cleveland Institute of Music’s Marketing Department with responsibility for generating connections among CIM and the wider Cleveland community. This team member will spend much of their time leading box office, ticketing, and patron communications, tracking and reporting on audience data, and managing email communication campaigns. This individual must be a dynamic self-starter who demonstrates a high level of professionalism, as well as customer service, communication, and organization skills.
Primary Duties and Responsibilities

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Box Office and Patron Relations*

• Implement, manage, and routinely update policies and procedures for box office operations, including frequent collaboration with Development and Marketing colleagues to ensure best practices in tracking and sharing data.
• Create and update the season box office calendar; effectively manage on-sale and cut-off periods, perform all required and requested financial reconciliation and reporting, process online, phone, and in-person orders, manage inventory related to ticketing system, and work in the box office for paid ticket events.
• Manage ticketing needs of rental partners at CIM.
• Coordinate with Concerts & Events and Ensembles teams to ensure alignment in planning, coverage and customer service needs.
• Recruit, train and oversee student Work Study ticket agents, maintaining quality customer service practice across a diverse group of event attendees.
• Coordinate complimentary ticketing for VIP’s, faculty, staff and students.
• Manage at performance Box Office functions at CIM and occasional other venues and for evenings and weekends. Includes scheduling of Work-Study students to cover shifts.
• Proactively negotiate conflicts between requests; maintain composure and professionalism while handling conflicts.

Email and Promotional Strategy

• Develop, manage and execute robust email strategies for conservatory admissions, patrons and internal audiences.
• Maintain email list segmentation and ensure CIM complies with applicable laws.
• Craft dynamic, integrated marketing campaigns (advertising, email and direct mail) for conservatory and preparatory admissions, concert attendance and other projects.
• Develop advertising schedules in multiple channels, negotiate rates with the outlets, write or prepare content for the ads and traffic the creative. Work with design manager, digital marketing manager, marketing director and admissions staff, among others, to develop materials for recruitment and promotional campaigns.
• Track and analyze results of promotional campaign and recommend adjustments to maximize response.

Education, Experience and Qualifications

• Bachelor’s degree preferred.
• Strong preference for majors in the arts or demonstrated experience in a performing arts setting. Working knowledge of classical music a plus.
• 1-2 years marketing, ticketing or related customer-focused experience.
• Energetic, flexible and adaptable, able to work independently in an environment with competing deadlines.
• Superb verbal and written communication skills, with ability to develop and prepare written correspondence and reports.
• Self-motivator; Must be able to take initiative to meet deadlines in a time-sensitive environment with attention to detail and accuracy.
• Demonstrated ability to work as an effective team member in a fast-paced environment.
• Ability to handle multiple tasks and prioritize; highly organized.
• Adept at learning new data systems.

Personal Attributes

• Positive, calm demeanor with the ability to thrive under pressure and time constraints.
• Dedication to efficient, friendly customer service and the ability to instill it in others.
• “Say Yes” attitude and desire to lead or be part of solutions.
• Detail-oriented and organized, effective manager of all lines of communication.
• Strong prioritization skills.

Working Conditions/Physical Requirements
Professional working environment as well as in both on-campus and remote locations (i.e., concert halls, churches, outdoor venues, etc., including those with catwalks/heights involved).
Position requires occasional lifting up to 25 pounds.
Position involves variable 35-hour work week, with regular evenings and weekends as required. Working in standard office environment.
Benefits and Perks

• Medical, Dental and Vision Insurance.
• Flexible Spending and Health Savings Accounts.
• Retirement with a matching contribution after one year of service.
• Company paid short-term and long-term disability insurance.
• Paid time off - vacation, personal, and sick time. In addition, two floating holidays and two weeks paid while the Institute is closed for winter break.
• Remote work opportunities.
• Tuition discount for employees and dependents.

The Cleveland Institute of Music embraces diversity and seeks candidates who will create an inclusive climate for students of all races, ethnicities, and genders. We strongly encourage women and underrepresented minorities to apply. CIM is an affirmative action, equal opportunity employer; we support and practice non-discrimination in all areas of employment regarding gender, race, religion, age, disability, sexual orientation, marital status, or military status.
No calls or emails, please.

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Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

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