Retail & Customer Engagement Manager

Posted by The Cleveland Orchestra ; Posted on 
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Retail & Customer Engagement Manager
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If you know The Cleveland Orchestra, you know that we promise you the extraordinary. The experience of attending a concert by these world-renowned musicians is like nothing else, filled with powerful, even overwhelming emotions, a place where you can leave the daily grind behind and let the music take you to new places.

The Cleveland Orchestra has been for decades a point of pride in its hometown.  It is universally admired for its world-class credentials, its gifted musicians, and its acoustically perfect and visually stunning concert hall.  The orchestra welcomes people of all ages, all walks of life, and invites them to experience something that is unique in the world.  Reasonable ticket prices and the orchestra’s groundbreaking Under 18s Free programs through the Center for Future Audiences make it possible for today’s, and tomorrow’s, lovers of great music to always have the greatest musical experience the world has to offer … right here in Cleveland.

The Retail and Customer Engagement Manager will manage the retail operation of The Cleveland Orchestra Store as well as day-to-day operations and tracking of Customer Experience initiatives.  This person will provide all merchandising, inventory control, financial management and staffing of The Cleveland Orchestra retail operations at Severance Hall and the Blossom Music Center. They will also execute and report on Customer Experience initiatives such as first-timer recognition, welcome center implementation and operations, surprise-and-delight, and serve as Front-of-House Manager during concerts.

This is a retail and hospitality-driven position that focuses on serving The Cleveland Orchestra’s diverse audience.  The person will be expert in recognizing and adapting to guest’s needs, and gain personal satisfaction by delivering the best possible service to all.  The Retail and Customer Engagement Manager must thrive off of being a part of the team and representing The Cleveland Orchestra to the highest standard.

The successful candidate will meet the following qualifications:

  • Bachelor’s degree in Business, Communications, Hospitality, Arts Administration, or other related discipline.
  • 2-3 years of experience in performing arts or event management in a hospitality-driven or customer-facing role.
  • Prior experience training in customer service, hospitality, or a related field, preferably in a workshop setting.
  • 1-3 years of supervisory experience in a merchandising and/or retail environment.
  • Prior experience in managing a retail establishment.
  • Demonstrate excellent understanding of retail accounting principles.
  • Proficiency in use of Point of Sale systems.
  • Demonstrate independent, mature judgment; convey a professional image and attitude.
  • Passion for and expertise in customer service – ability to exceed guest’s expectations and to professional interact in service recovery situations.
  • Ability to think creatively and demonstrate teamwork in developing solutions and new initiatives that serve customer’s needs and desires.
  • Ability to successfully prioritize and manage multiple projects simultaneously.
  • Strong communication skills and experience in conflict resolution.
  • Ability to travel to and from Severance Hall and Blossom Music Center.
  • Knowledge of ticketing systems, especially Tessitura, a strong plus.
  • Prior experience in the hospitality industry preferred
  • A passion for classical music preferred.
  • Ability to work a flexible schedule that includes evenings, weekends, and some holidays.

We offer a competitive salary in addition to the opportunity to work with a world-renowned orchestra. Interested applicants should submit a cover letter, résumé, and salary requirements (in PDF) to The Cleveland Orchestra.