Houston Grand Opera · 6 hours ago
Audience Data Coordinator
Houston, TX
Full-time
Onsite
Entry, Mid Level
2+ years expHouston Grand Opera is seeking an Audience Data Coordinator to provide technical and operational support for their Tessitura CRM database. The role focuses on ticketing configuration, data integrity, and user support, ensuring efficient execution of database processes that enhance the patron experience.
EventsMedia and EntertainmentPerforming Arts
Responsibilities
Assist with the build and configuration of HGO seasons and performances in Tessitura, including production details, house maps, pricing structures, ticket designs, and inventory management under guidance of Audience Data Manager
Create and maintain Campaign, Appeal, and Source codes for accurate sales tracking and marketing attribution
Configure promotional codes, pricing rules, web messaging, and discount structures to support Marketing and Sales department initiatives
Maintain verification pages and eligibility requirements for HGO's discounted ticketing programs (students, educators, military, etc.)
Coordinate comprehensive testing procedures for database and software updates, vendor integrations, ticket on-sales, and promotional campaigns, ensuring accurate functionality before public launch
Provide technical configuration for Tessitura's TNEW e-commerce platform to ensure optimal patron purchasing experience
Create and update digital ticket templates and printed ticket designs in coordination with Marketing team
Conduct regular audits of ticketing data entry for accuracy, completeness, and adherence to established standards
Monitor web sales for potentially fraudulent activity; investigate anomalies and coordinate with appropriate teams for resolution
Collaborate with Philanthropy department on constituent account maintenance, including regular de-duplication efforts to maintain clean, reliable data
Maintain data hygiene by identifying and correcting errors, inconsistencies, or incomplete records
Assist in implementing and monitoring data quality standards and best practices across the Audiences department
Complete hands-on data entry projects as needed, ensuring accuracy and compliance with established procedures
Create, maintain, and update Standard Operating Procedures (SOPs) and user guides for Tessitura order entry and ticketing processes
Ensure documentation remains current following software updates, system changes, and process improvements
Provide frontline technical support to Tessitura ticking users including Customer Care, Patron Services, and RPAS (Rehearsal Planning and Artist Service)
Troubleshoot ticketing functionality issues; provide clear, patient guidance for user errors and system questions
Escalate complex technical issues to Audience Data Manager, Information Systems, or integration vendors as appropriate
Maintain internal knowledge base of common issues, solutions, and best practices
Serve as a subject matter resource for ticketing functionalities and sales processes within Tessitura
Work collaboratively with Audience Data Manager to implement database processes and procedures that ensure data integrity
Partner with Sales & Services department to remediate ticket order issues and resolve patron concerns
Coordinate with integration vendors to troubleshoot and resolve technical issues, ensuring timely attention to operational needs
Provide on-site Customer Care support during performances as needed, including evening and weekend shifts
Support special projects and initiatives assigned by Audience Data Manager
Participate in department meetings and contribute ideas for process improvements and system optimization
Stay current with Tessitura updates, new functionalities, and industry best practices through self-directed learning and training opportunities
Qualification
Required
Minimum 2 years of experience working with CRM systems and/or ticketing database operations with demonstrated proficiency in data management
Prior experience working in a customer-facing role, exhibiting customer centric values
Strong foundational understanding of database concepts, data structures, and best practices
Exceptional attention to detail with proven ability to maintain accuracy in high-volume, fast-paced environments
Excellent organizational skills and ability to manage multiple concurrent projects and priorities
Strong problem-solving skills and ability to troubleshoot technical issues independently
Effective communication skills, both written and verbal, with ability to explain technical concepts clearly
Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
Ability to work independently once direction is provided, while knowing when to escalate issues
Flexibility to work occasional evenings and weekends during peak sales periods and performances
Ability to bend, stoop, sit and sometimes lift up to 20 lbs
Preferred
Experience with Tessitura CRM system and TNEW e-commerce platform
Familiarity with HTML/CSS for basic email and web content formatting
Associate's or Bachelor's Degree in Business Administration, Information Systems, Arts Administration, or related field (or equivalent combination of education and experience)
Knowledge of performing arts ticketing industry standards and best practices
Benefits
Comprehensive and affordable health benefits.
Generous paid time off.
403b retirement plan with employer match.
Flexible work schedule.
Professional development fund and opportunities.
Discounted parking in the Theater District garage and nearby lots, plus easy access to Metro transportation.
Free tickets to our mainstage and community productions and events.
Company
Houston Grand Opera
Houston Grand Opera was founded in 1955
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Khori Dastoor
General Director & CEO
Jennifer Davenport
Chief Marketing & Experience Officer
Recent News
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