Associate Director, Customer Experience

Associate Director, Customer Experience

Tuesday, 22 October 2019, 5.00pm

The New York Philharmonic seeks an Associate Director, Customer Experience to help create moments of delight and satisfaction for Philharmonic audiences. This includes developing memorable experiences across touchpoints at performances and working as a partner with other departments to ensure consistency and satisfaction throughout the entire customer journey.

This role is essential to nurture lasting relationships between the Philharmonic and its audiences. In addition to providing world-class customer experiences, the Associate Director of Customer Experience will lead internal training focusing on the Philharmonic’s core principles of customer service.

Responsibilities include but not limited to:
– Manages Customer Experience (CX) initiative, including Surprise & Delight program.
– Conducts and develops Guest Service training in collaboration with Lincoln Center.
– Manages merchandise fulfillment through online channels and front-of-house kiosks.
– Partners with Marketing, Artistic, Operations, and Education to coordinate front-of-house experiences at David Geffen Hall.
– Identifies challenges and opportunities for improvement to audience experiences at NYP performances.
– Provides analysis and reports recommendations for ongoing improvement of existing CX initiatives, development of new initiatives, and when necessary, conclusion of existing CX programs.
– Serves as interface with Lincoln Center for front-of-house experiences.
– Miscellaneous duties as required.

The ideal candidate will have a bachelor’s degree with a minimum of 7 years of experience in customer service and at least 3 years in CX management; working knowledge of Tessitura and proficiency with MS Office; outstanding written and oral communication skills; experience at an arts organization and knowledge of classical music preferred. Ability to occasionally work evenings, weekends, and holidays.
The New York Philharmonic offers a competitive salary and comprehensive benefits package including medical, dental, life, long term disability insurance, generous vacation and sick days, 403(B) plan match, commuter benefits, and more.

Please submit a resume and a cover letter along with your salary expectations to resumes [at] nyphil.org.

See link below for further details.

N.B No deadline specified.

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Published by The Journal of Music on 8 October 2019

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