Director of Patron Development and Sales

The Organization

The internationally acclaimed Detroit Symphony Orchestra, the fourth-oldest symphony orchestra in the United States, is known for trailblazing performances, visionary maestros, and collaborations with the world's foremost musical artists.  Esteemed conductor Leonard Slatkin, called "America's Music Director" by the Los Angeles Times, became the 12th Music Director of the DSO during the 2008-09 season.  The DSO offers a year-round performance schedule that includes classical, pops, jazz, young people's concerts and festivals.  The DSO makes its home in historic Orchestra Hall, one of America's most acoustically perfect concert halls, and actively pursues a mission to impact and serve the community through music.  For more information visit www.detroitsymphony.com.

Conceptual Framework

In an important step in its development of a sustainable business model, the Detroit Symphony Orchestra is building an office of Patron and Institutional Advancement. This industry-leading strategy is designed to anticipate the changing needs of patrons at every stage of their DSO relationship, from ticket-buyer to subscriber; annual contributor to legacy donor. The department will build a sustainable revenue base, coordinate and integrate earned and contributed income streams, broaden the audiences the DSO serves, and deepen its connection to all patrons reached across the orchestra, education, presentation, rental, and retail businesses.

Position Summary

We seek an experienced, energetic, and creative executive to spearhead the acquisition, branding, and retention gateway for the DSO's broadest base of subscribers, single ticket customers, and charitable donors. The successful candidate will have demonstrated (or transferable) experience in designing and leading sales strategies and tactics which consistently achieve sold-out houses while building a substantial, renewable, broad-base of individual donors.

Specific Duties and Responsibilities

As the leader of the acquisition, branding, and retention gateway, the experienced director will:

• Direct the DSO patron acquisition gateways to attract, retain, and grow audiences and broad-based donors thru sales/solicitation campaigns for subscriptions and individual ticket sales, box office, telemarketing/telefunding, direct mail, facility rentals, group sales and the execution of social and interactive media strategies
• Codify and extend institutional branding, graphic design and production, and market research in support of DSO sales and philanthropic goals
• Report directly to the Executive Vice President and work closely with the directors of patron engagement and patron advancement as well as other, key departmental/functional leadership, staff, volunteers, Board of Directors and various key constituencies to achieve the DSO's marketing, revenues and strategic communication targets
• Collaborate with the Executive Director, EVP, Music Director, musicians, acclaimed artists and the patron engagement enterprise to generate public awareness and build audiences
• Work with internal staff and select outside vendors to develop integrated sales plans and oversee execution of all patron development and sales programs including online, traditional media, direct mail and telemarketing
• Manage our outside advertising agency to identify, create and implement relevant and meaningful marketing strategies aligned with the overall financial and artistic goals of the DSO
• Develop and monitor marketing metrics and ROI reporting on a consistent basis including framework for ongoing analysis of marketing tactics and strategic plan initiatives and builds a solid basis for forecasting and budgeting to leverage marketing opportunities and achieve revenue goals
• Proactively manage ongoing research and analysis of the DSO's brand awareness & support across audience, patron and donor segmentations, and the overall impact and strength of marketing/communication plans
• Collaborate with external stakeholders and partners (e.g. performance/season sponsoring individuals and organizations) to ensure sales objectives and opportunities are represented and maximized for the interests of the DSO
• Leverage key partnerships to build community, enhance sales capabilities, communicate messaging, and engage constituents.
• Seek out, benchmark, and model other best practices from like or like-minded organizations as part of ongoing process improvement to enhance the skills, capabilities and impact of the DSO marketing and development teams
• Identify, plan and participate in marketing and media networking events
• Develop and promote collaborative relationships with variety of similar and community organizations and co-manage joint projects which attain mutual brand, marketing and business building benefits
• Recruit, train, effectively motivate and manage assigned staff and volunteers. Monitor staff performance; provide feedback and coaching
• Monitor customer service, including ticket exchanges, concert information and the handling of special requests to meet and exceed customer/patron expectations as part of exemplary customer experience
• Oversee the DSO's ticketing relationship at venues outside Orchestra Hall including Meadow Brook and Greenfield Village

Experience

• Bachelor's degree required. Strong preference for majors in Marketing, Business, or Communications
• Minimum 5-7 years of progressive audience (customer) development experience with a demonstrated track-record of successfully building and retaining a broad and renewable patron (customer) base through crafting, executing, and measuring a comprehensive integrated marketing strategy
• A strong preference for a professional with a successful track record (or demonstrated, transferable experience) of building a subscriber audience base for a performing arts organization
• Demonstrated strong strategic planning, analytical and project management skills
• Knowledge of the nonprofit and philanthropic sectors with an understanding of, and a genuine passion, for the mission
• Minimum 3-5 years management or supervisory experience
• Superior organizational, communication and interpersonal skills
• Must be a self-starter who is a strong and collaborative team leader
• Tech savvy with keen understanding of e-marketing and integrated marketing planning
• Ability to identify relevant trends and market opportunities to engage the appropriate resources to further DSO's mission
• Understanding of market segmentation techniques and how to apply in marketing decision-making
• Proficient in media/marketing channel capabilities and tactics that deliver upon sales strategies and plans
• Adept capabilities with database management and financial management as it relates to sales
• Familiarity with TicketMaster, Tessitura, and Raiser's Edge platforms, 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 challenge and inspire
• Action-oriented, decisive, quick study with proven ability to accurately analyze information and act
• Motivated to network socially and have a call and passion for building relationships with those in decision making positions
• High energy with a positive attitude and the ability to provide superior customer service
• Highly competitive and self-motivated with the ability to "make it happen"; personal "edge" reflecting passion and urgency
• Sensitive to the needs of individuals and utilizes their strong political skills to maneuver within organizational cultures
• Ability to work well under pressure; persistence, perseverance, tenacity, integrity and patience
• Strategist that is motivated by deadlines and measurable outcomes

Qualified candidates should submit resume and cover letter to mmarudas@dso.org