Position Title: Senior Director of Patron Experience
Department: Revenue Strategy
Salary Range: 66,116-72,727-80,000 (Commensurate w/exp.)
Employee Group: Full time
Work Schedule: Monday – Friday, 8am-3pm (evening & weekends required)
FLSA: Exempt
Location: JMSH
Work Modality: On-site
Reports to: SVP Chief Revenue Strategies Officer

Position Summary:         

The Senior Director of Patron Experience is responsible for the strategy, operations, and execution of the BSO’s front-of-house services, events, and patron engagement programs—ensuring that every touchpoint reflects the orchestra’s standard of excellence and signature hospitality. Reporting to the Senior Vice President and Chief Revenue Strategy Officer, and working closely with Patron Strategy Leads, this visionary leader oversees a cross-functional team encompassing front-of-house operations, special events, volunteer coordination, and revenue-generating engagement opportunities.

As a people manager, the Senior Director directly supervises the Director of Patron Services, Associate Director of Events & Experience, and Patron Engagement Assistant. The ideal candidate is calm under pressure, a clear and confident communicator, highly organized, and passionate about creating powerful connections between audiences and the symphonic experience through outstanding guest service.

Duties & Responsibilities

Patron Experience

• Develop the annual strategy and budget for all events, experiences, and front of house services.
• Develop a strategy to maximize revenue through front of house activities, including oversight of the BSO’s Concessions vendor, and development of revenue-generating upgrades that can be enjoyed during concerts.
• Collect feedback and foster a culture of continuous improvement in the patron experience, helping each interaction – whether in lobby or a special event – reflect the BSO’s brand and excellence. Measure impact of program on revenue-generating strategies, making adjustments where needed to maximize the BSO’s investment in enhancements.
• Collaborate with external partners to develop cross-interest features and experiences that will help to advance the impact of BSO programming and community presence.

 Special Events

• Oversee the planning, promotion, and execution of Ovation Series and lobby enhancement events, guiding and supporting the Associate Director of Events as needed.
• Work cross-departmentally to develop cultivation and stewardship events that accomplish a variety of patron engagement and advancement goals.
• Oversee the annual production and promotion of the BSO Gala fundraising event, working with an outside consultant, the Advancement team, and vendors to maximize financial impact.
• Serve as a resource for cross-departmental events, providing guidance and support as necessary to help all patron events meet the BSO’s brand standards.

 Management

• Be a power user of Asana and Arts Vision to help communicate the workflows involved in front of house experience at concerts and the logistical pieces of special events.
• Guide, support, and manage a team of full-, part-time, and volunteers who support the BSO’s patron experience.
• Oversee the execution and stewardship of the volunteerism program, working with the Patron Engagement Assistant on scheduling, requesting, and following-up on shift requests.
• Manage the BSO’s relationship with its housekeeping provider, monitoring the BSO’s resources and use of housekeeping services and overseeing internal coordination with regards to scheduling, services and supplies.

 Minimum Qualifications

• At least 5 years of experience in event production, hospitality, or performing arts management.
• Strong communication and interpersonal skills, with a collaborative mindset and the ability to work effectively with a wide range of stakeholders
• Highly organized, methodical, and process-driven.
• Ability to manage multiple projects in a fast-paced, deadline-driven environment.
• Attention to detail and commitment to maintaining brand integrity, balanced with a creative mindset, and willingness to explore new ideas.
• Experience producing events/front of house experiences.

Preferred Qualifications

• 8–10 years of progressively responsible experience, including supervisory or leadership roles.
• Experience with using and designing workflows in project management systems.
• Attention to detail and an eye for aesthetics, ensuring that event promotion, signage, communication, and execution meets high-quality event and brand standards.
• Ability to interpret, create, and manage contractual agreements that set out terms of engagement for a variety of services.
• A working knowledge of essential safety protocol, and a commitment to continuous education for staff involved in front of house emergency response.

Benefits

• Health Insurance: two option plans to choose from; all at low cost for employees
• Dental, Life, and Long-Term Disability Insurance; fully paid by the BSO
• Paid Time Off: Generous leave including vacation, personal, and sick time
• Retirement & Savings:
  • 403(b) Retirement Plan
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA) for Dependent Care
• Employee Assistance Program (EAP)
• Complimentary or discounted tickets to BSO performances

About the Baltimore Symphony Orchestra

For over a century, the Baltimore Symphony Orchestra (BSO) has been recognized as one of America’s leading orchestras and one of Maryland’s most significant cultural institutions. The orchestra is internationally renowned and locally admired for its innovation, performances, recordings, and educational outreach initiatives, including OrchKids.

The Baltimore Symphony Orchestra performs annually for more than 275,000 people throughout the State of Maryland. Since 1982, the BSO has performed at the Joseph Meyerhoff Symphony Hall in Baltimore, and since 2005, with the opening of The Music Center at Strathmore in North Bethesda, MD, the BSO became the nation’s first orchestra performing its full season of classical and pops concerts in two metropolitan areas.

In July 2022, the BSO made history with the announcement that Jonathon Heyward would succeed Music Director Laureate and OrchKids Founder Marin Alsop as the Orchestra’s next Music Director. Maestro Heyward began his inaugural season in September 2023.

The Baltimore Symphony Orchestra is a proud member of the League of American Orchestras.

More information about the BSO can be found at www.bsomusic.org.

The Baltimore Symphony Orchestra is an Equal Opportunity Employer

The Baltimore Symphony Orchestra and OrchKids do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, differing physical abilities, genetic information, age, parental status, military service, or other non-merit factors.

EEO is the Law: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf