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Kansas City Symphony

Job Description

Job Title: Digital Marketing Coordinator

Department: Marketing and Public Relations 

Reports to: Director of Marketing and Public Relations 

FLSA status: (exempt or nonexempt): Exempt 

Prepared by: Jeff Barker 

Date prepared: March 28, 2017

SUMMARY

The Digital Marketing Coordinator is responsible for maintaining the Symphony’s website, by updating and creating content as needed or requested, based on marketing and organizational messaging.  Other responsibilities include maintaining a regular email marketing schedule, supervision of video recording and editing plus social media management. 

 

The ideal candidate will be skillful at crafting messages that are unique, compelling, concise, interesting, memorable and that achieve the sales objectives of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Making regular updates to the Symphony’s website by responding to requests of staff and management to do so, and by taking initiative to continually improve and refine the Symphony’s online presence while reinforcing the Symphony’s brand image.

Supervise the scripting, production, filming, editing and posting of short video segments on a regular basis that are creative, focused, strategic and timely.  These videos should help sell tickets, increase awareness and tell stories that are crucial to the Symphony’s image and mission.

Scheduling, preparing and distributing Symphony emails to our database, that accomplish the goal of increasing ticket sales and deepening relationships while sharing the Symphony’s mission and opportunities. 

Posting messages regularly on the Symphony’s social media platforms that reinforce and are consistent with current messaging being distributed through other Symphony marketing channels.

Keeping up to date on digital marketing trends and channels, and incorporating the most efficient strategies into the Symphony’s digital marketing campaigns, while staying within an assigned budget.

Develops and implements compatible, creative and synergistic online campaigns through coordination of communications with the Symphony staff.  Attends all required meetings.

Can work independently and with a team, and responds favorably to input and constructive criticism.  Will develop their own project schedule and meet all project deadlines.

Works with the Symphony’s Tessitura Database Administrator to ensure that our marketing needs are compatible with Tessitura capabilities.

Maintain standards for positioning and imaging of the Symphony and its products.

Provides strategic input and insight to marketing team and Symphony leadership.

Attends concerts to assess patron experience and provide customer service and reports findings to Director of Marketing and Public Relations.

Is involved in the selection of outside digital media vendors and maintains regular communication with vendor partners.  Provides regular updates and progress reports to the Director of Marketing, and works with all Symphony departments to fulfill requests and complete assigned projects.

SUPERVISORY DUTIES

None

QUALIFICATIONS

  • Bachelor’s degree in marketing or a related field, or equivalent combination of education and experience.
  • Minimum of five years experience in marketing and/or project management, with emphasis in online communication.
  • Previous Tessitura experience is helpful, but continuing education will be provided.  Previous working experience with a database/inventory management system is helpful.
  • Knowledge and proficiency of video recording, production and editing is needed.
  • Knowledge of classical music and orchestra management preferred.
  • Computer programming and development experience (Flash, HTML, SQL, Adobe Suite Collection, video editing software, etc.) is needed.  Continuing education may be provided.
  • Proficiency in social media management (Facebook, Twitter, YouTube, Instagram, Pinterest, etc.) is required for the position.

PHYSICAL DEMANDS

  • Must be able to lift 25 pounds.

 

 

 

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Kansas City Symphony

Job Description

Job Title: Customer Relations Representative 

Department: Marketing and Public Relations 

Reports to: Director of Marketing and Public Relations 

FLSA status: (exempt or nonexempt): Exempt 

Prepared by: Jeff Barker 

Date prepared: March 1, 2017

SUMMARY

•         Provide extraordinary service to every Symphony patron, exceeding expectations and so delighting customers that their enthusiasm and support of the Symphony is maximized.

•         Promptly and accurately fulfill patron requests via phone, fax, email, website, telemarketing and in-person transactions.

•         Work with marketing, development and administrative teams, extending service goals to include the entire institution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Ticketing/Solicitations:

•         Ticket order fulfillment and delivery, seating, exchanges and refunds

•         Fulfill specific requests as directed by management.

•         Keep informed about special ticket promotions; fulfill complimentary ticket orders and enforce complimentary ticket policies; work proactively with department heads to insure holds and requests.

Customer Service:

•         Respond to all requests and inquiries in a timely and accurate manner.

•         Proactively communicate any and all program changes and opportunities, cancellations and postponements, etc.

•         Assist marketing  managers with ticketing pricing structure and subscription prices and discounts.

•         Accurately record source codes for tracking solicitation efforts and patron activity.

Administration:

•         Assist with training and scheduling Customer Relations Associates when requested.

•         Knowledge of telephone system operations and procedures.

•         Proofread communications to ensure accuracy and feasibility of offers, benefits, schedules, etc. when requested to do so.

•         Serve as key liaison with venues including the Kauffman Center, Lyric, Yardley Hall, Church of the Resurrection and others; communicating with their ticket service representatives to insure accuracy, fulfillment and reporting.

Experience Required: 

QUALIFICATIONS

•         Suited for a fast-paced, high-energy working environment.

•          

•         Detail-oriented, highly organized

•         Able to prioritize and perform multiple tasks quickly, efficiently and accurately.

•         Effective communicator and partner.

•         Strong computer skills; knowledge of database management helpful.

•         Knowledge of MS Excel, MS Access, MS Word and Tessitura applications valuable

•         Knowledge of classical music preferred.

•         Experience in box office, direct marketing, call center, or related experience working with the public in a direct contact customer service position helpful.

PHYSICAL DEMANDS

•         Sitting at the computer for several hours at a time

•         Using a telephone head set

•         Carrying boxes of supplies to various venues

WORK ENVIRONMENT

•         Must be able to work varied hours -- weekdays, weekends, evenings

•         Able to adapt to several performance venues -- ticket offices or just a table and chair

•         Variable temperatures -- lobby may be too cold, offices may be too hot

TO APPLY

Please forward your resume and letter of application to:

Kansas City Symphony

Box Office Openings

Attn: Barbara Tate

1703 Wyandotte, Suite 200

Kansas City, MO 64108

The Kansas City Symphony is an Equal Opportunity Employer.