Director, Customer Relations & Experience

The New York Philharmonic connects with millions of music lovers each season through live concerts in New York and around the world, as well as broadcasts, recordings, and education programs. After returning to a transformed David Geffen Hall in October 2022, the Orchestra has a renewed commitment to building on a 180-year-old legacy of excellence by serving as a platform for today’s creators and connecting with our communities. In the 2023–24 season the NY Phil marks Jaap van Zweden’s farewell season as Music Director, and features 14 World, US, and New York Premieres, a celebration of the centennial of our famous Young People’s Concerts, and more. In February 2023 the New York Philharmonic announced the appointment of Gustavo Dudamel as the Orchestra’s next maestro, to begin as Music and Artistic Director in 2026–27, after serving as Music Director Designate in 2025–26.

The New York Philharmonic seeks a Director, Customer Relations and Experience to oversee its world class customer service and experiences to attract and retain audiences. As an advocate for audiences, the role is critical to leading the team that delivers memorable moments and builds lasting relationships between the NY Phil and its audience. The role plays an integral part in marketing strategies and works cross-departmentally overseeing ticketing at the NY Phil. The role reports to the VP, Marketing and Customer Experience.

Responsibilities include:

• Ensures exemplary customer service by communicating goals and directing efforts of the customer relations staff. Coaches, mentors and provides guidance to the team in troubleshooting and resolving customer service issues; acts as final arbiter for escalated issues.
• Sets policies and procedures for customer retention and development.
• Leads with internal NY Phil departments, such as operations, to deliver excellence across all aspects of guest experience. The role is the point person for Lincoln Center guest experience and box office.
• Oversees the ticketing systems lead in Interfacing with IT, digital, and marketing areas to ensure an optimal database for ticket services, digital platforms, and marketing efforts.
• Oversees customer experience efforts including audience retention efforts and merchandise sales.
• Oversees concert inventory management across departments and leads in off-site concert experience and ticketing.
• Leads the team in overseeing and creating systems for effective communication between front-of-house, box office, and production staff.
• Manages relationship with outside Telemarketing vendor and works closely with manager to achieve sales goals.
• Works with marketing on pricing and packaging proposals to ensure utilization of inventory and maximize revenue.
• Supports the VP, Marketing and Customer Experience in season planning including pricing, program evaluation, and overseeing the season ticketing set-up.
• Develops and manages the Customer Relations department budget.
• Manages a seven-day a week operation that requires response after hours, on weekends, and some holidays with concerts, such as Memorial Day.
• Commitment to valuing diversity and contributing to an inclusive working environment.
• Miscellaneous duties as assigned.

Requirements:

The candidate must have exceptional management skills and experience leading a customer service department; knowledge of Tessitura and proficiency with MS Office; outstanding customer service skills, and strong oral and written communications skills.

Previous experience with arts or culture-related institution with a subscription model is preferred.

The New York Philharmonic offers a comprehensive benefits package to our full‐ time employees including:

• Medical Dental and Vision coverage
• Employer contributions to the 403(b) plan after one year of employment
• Employer paid Life and Disability insurance
• 12 Holidays
• Up to 20 Vacation days in third calendar year of employment

Please submit a resume and a cover letter.

No phone calls, please. Although we appreciate your interest, we will only contact applicants we are considering for interview.

The New York Philharmonic is an Equal Opportunity Employer and does not discriminate on the basis of age, immigration or citizenship status, color, disability, ethnicity, gender, gender identity, marital and partnership status, national origin, race, religion, sexual orientation, veteran or active military service member or any other characteristic protected by federal, state or local laws in its employment policies.