Data & Ticketing Manager

Sep 05 2023
Honolulu Museum of Art |Honolulu|Full Time, $50,000 - $60,000 / year
Job Description


Employment Status: Full-Time

FLSA Status: Exempt

Pay Range: $50,000 to $60,000 per annum

Work Hours: Monday-Friday 8:00am – 5:00pm. Some evenings and weekends.


Job Summary:

Under the general direction of the Head of Visitor Engagement, the Data & Ticketing Manager plays a crucial role in optimizing ticketing functions and audience data analysis at HoMA. This position is integral to enhancing visitor experiences, streamlining ticketing operations, and driving audience growth through insightful data analysis and visualization.

The Data & Ticketing Manager strives to foster and enhance clean data practices, contributing to more effective data-driven insights and strategies for the museum. This role combines strategic vision with operational expertise to achieve excellence in ticketing processes and gather, analyze, and present data for enhanced business insights and decision-making.


About HoMA, the Honolulu Museum of Art:

Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Originally established as the Honolulu Academy of Arts, founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and “the deep intuitions that are common to all.” The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai‘i’s multi-ethnic population. From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day. Over the decades, the museum has become known for its strong tradition of art classes and community engagement, both inside the walls of the museum and beyond. In 2011 the Honolulu Academy of Arts merged with the dynamic and vibrant Contemporary Museum, reinvigorating the museum’s contemporary holdings and ushering in an opportunity for renewed commitment to the art of our time. The Honolulu Museum of Art was born.

As HoMA approaches its centennial in 2027, it is poised to embark on a new chapter guided by a renewed vision and Strategic Plan that focuses on HoMA’s core purpose: to be a home for art and education that exists for the benefit of the entire community, presented in a setting that prioritizes beauty, harmony, and promotes learning, self-awareness and connection. With acknowledgment of HoMA’s history and purpose at the forefront, the Strategic Plan charts a course for HoMA’s next chapter in a rapidly changing world. It will transform HoMA into a relevant and sustainable 21st century museum where people of all ages and from all walks of life will be invited in and reinforce HoMA’s ability to bring the art of the world to Hawaiʻi and the art of Hawaiʻi to the world.


Minimum Qualifications:

  • Bachelor's Degree in business administration, marketing, or related field or equivalent combination of education and experience.
  • 3 or more years of relevant experience in ticketing systems and/or database management.
  • Proven ability to prioritize the customer experience across all sales channels and adeptly resolve issues to resolution.
  • Track record of overseeing and driving process improvements.
  • Proficiency in project and people management, showcasing the ability to think independently, excel under pressure, and effectively prioritize and delegate to meet deadlines and budgetary constraints.
  • Exhibits maturity, sound judgment, and sharp analytical and business strategy skills; capable of critical thinking, making well-founded decisions, and justifying recommendations based on data-driven insights.
  • Aptitude for applying mathematical concepts to assist in project budgeting and related business and financial reporting.
  • Strong analytical skills for interpreting and managing data.
  • Exceptional interpersonal, organizational, customer service, problem-solving, written, and verbal communication skills.
  • Proficiency in Microsoft Office suite with an aptitude for quickly learning new software applications.
  • The traits of honesty, integrity, enthusiasm, and perspective; a very strong work ethic, supported by commitment and follow-through.

Desired Qualifications:

  • Passion for and experience with software and technology for process enhancement in ticketing and membership.
  • Understanding of the Honolulu Museum of Art’s established identity and dedication to advancing it.

Essential Duties:

  • Transforms ticketing and membership data into comprehensive and user-friendly reports and presentations that drive data-informed decision-making.
  • Works collaboratively with the Head of Visitor Engagement and the Marketing and Communications Manager to harness insights gleaned from various resources such as visitor satisfaction surveys and analyses to refine and optimize all aspects pertaining to ticketing and membership.
  • Oversees meticulous data-entry in the museum’s ticketing and CRM system, ensuring data accuracy and completeness to facilitate informed analysis and decision-making.
  • Acts as the primary stakeholder in the customer purchasing experience, collaborating with various museum departments including Advancement, Communications, Learning & Engagement, and Theatre teams, ensuring seamless membership and ticket processes.
  • Partners with the Web Manager to establish processes, policies, and timelines for assembling and presenting ticketed offerings, aligning tasks with on-sale dates and marketing deadlines.
  • Initiates a robust regimen of web and application testing for all ticketing and membership aspects, as well as the introduction of new products and offers. Supports IT and Web staff by participating in testing related to updates, upgrades, and new initiatives.
  • Handles troubleshooting for on-site and online sales, serving as the main point of contact with IT and/or Web support when required.
  • Provides comprehensive training and ongoing technical support for the ticketing system to key staff, including those assisting the public and members.
  • Develops best practices and standard operating procedure (SOP) documents for end-users in relation to ticketing and membership processes.
  • Performs other relevant duties as assigned.
  • In partnership with HR, supports the leadership team in ensuring equitable experiences, strengthening inclusion acumen, and promoting a culture of inclusivity and belonging that embraces the contributions of all staff.

Working Conditions and Atmosphere:

The Data and Ticketing Manager works with minimum supervision. Work will often be performed with short deadlines and situations sensitive to the Museum. Regular office hours are required. Due to the nature of the responsibilities, evening and weekend work is sometimes required, and at times may be on an emergency basis.

The employee must be able to fulfil all Essential Duties with or without a reasonable accommodation. This job description is not designed to cover or contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.


Diversity, Equity, Accessibility, and Inclusivity:

HoMA welcomes people from all backgrounds and walks of life, and this is reflected in our diverse community of employees. We encourage applications from candidates across a wide variety of backgrounds, including, but not limited to, people of all races and ethnicities, people with disabilities, women, veterans, and all members of the LGBTQ community.


Equal Employment Opportunity:

HoMA is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. HoMA recruits, hires, trains, promotes, compensates, and administers all personnel actions and benefit programs without regard to race, color, ancestry, religion, sex, including pregnancy and gender identity and expression, national origin, age, disability, sexual orientation, reproductive health decisions, marital status, arrest and court record, citizenship, credit history, military and veteran service, victim of domestic violence or sexual abuse victim status, genetic information, or any other characteristic protected by applicable federal, state or local law.

The statements contained herein describe the scope of the responsibilities and essential functions of this position but should not be considered to be an all-inclusive listing of work duties and requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

HoMA maintains a policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals. This applies to both HoMA employees and applicants for employment with the Museum. Any form of harassment of any employee because of any protected status is also prohibited.