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Director, Earned Revenue Strategy and Customer Engagement at The Juilliard School

Posted in General Business 30+ days ago.

Type: Full-Time
Location: New York, New York





Job Description:

Overview:

Beyond its storied conservatory training programs, Juilliard’s earned revenue businesses support its educational and artistic mission by providing valuable mission-related services as well as a renewable source of earned revenue. Juilliard’s earned revenue lines include the Store, the Box Office, Extension Division, K-12 Programs and Initiatives, and Hire Juilliard Performers. The Director of Earned Revenue Strategy and Customer Engagement will oversee several earned revenue areas directly, and will coordinate with other earned revenue lines, providing strategic direction, data analytics, financial modeling, and market awareness. The Director will also support the team leads for each line in their efforts to identify and develop new business opportunities.

The Director serves as a bridge between and among the revenue lines as well as between the lines and the Marketing team. The Director convenes the Earned Revenue Working Group, made up of earned revenue team leaders working together to deepen and enhance the school’s relationships with clients, customers, and the general public, while ensuring all earned revenue activity is mission-aligned. The Director is responsible for setting a cohesive, innovative, and cross-collaborative strategy on a holistic level across earned revenue. The Director supports earned revenue proposals and presentations to Finance teams, Senior Staff, and Board committees.

The Director of Earned Revenue Strategy and Customer Engagement will be responsible for, and evaluated on, the extent to which they successfully support the school's ambitious revenue growth plans.

The Director of Earned Revenue Strategy and Customer Engagement reports to the Chief Operating Officer & Corporate Secretary. The Director will also be a strategic advisor to the marketing team for campaign creation and data/analytics to further propel campaigns.

Working at Juilliard

Founded in 1905, The Juilliard School is a world leader in performing arts education. The school’s mission is to provide the highest caliber of artistic education for gifted musicians, dancers, and actors from around the world so that they may achieve their fullest potential as artists, leaders, and global citizens.

Excellence and professionalism are important guides for us in how we go about our work, but we also connect to the mission as individuals in the workplace. We thrive because of our variety of backgrounds, our ability to be open and honest, and enjoying each other’s company. We believe that each employee has the responsibility to help shape the organizational culture and provide opportunities to participate in team building throughout the year. We are also continuing to improve our organizational values with a focus on equity, diversity, inclusion, and belonging.

We encourage you to read more about how we achieve our mission on our website, www.juilliard.edu.

Key responsibilities:


  • Overseeing retail and other public engagement efforts from an earned revenue perspective, including reconceptualizing and relaunching retail, guest-facing food and beverage/concessions, and other public audience earned revenue initiatives.

  • Convening the Earned Revenue Working Group, serving as a thought partner to earned revenue team leads and ensuring good communication, innovation and collaboration

  • Providing continuity across earned revenue groups by analyzing earned revenue data, driving higher-level planning, and supporting the goals of earned revenue team leaders

  • Coordinating and building marketing, sales, and growth strategies for each earned revenue area, maximizing crossovers and creating efficiencies and economies of scale

  • Establishing KPIs and tracking progress against them for earned revenue areas; ensuring continued relevance of KPIs to the mission and strategic vision of Juilliard, while evaluating the merits of new initiatives and their fit with Juilliard’s mission and the set KPIs

  • Collaborating with the Marketing team to develop and execute campaigns that meet the needs of the holistic earned revenue strategy and balances priorities and needs of earned revenue areas in a strategic and mission-aligned manner

  • Taking co-ownership with the Director of Marketing for the launch and management of Juilliard’s new CRM platform that is planned to go live in the summer of 2023 in collaboration with the Marketing and Development departments with the goal of driving hand-off traffic between and among business lines and across to contributed income

Minimum qualifications:


  • A bachelor’s degree

  • Strong business acumen and skillset, including data analysis, marketing, and KPI/financial metric creation and tracking

  • Experience leading and overseeing a public-facing department of a business or organization

  • Experience working with CRM systems and customer management capabilities and analytics

  • A results-driven attitude with a willingness to take ownership

  • Affinity for the Juilliard mission

  • Passion for excellence in customer service and building loyalty

  • Strong presentation, facilitation, verbal, written, and interpersonal skills

  • Ability to build upon an existing foundation and envision and implement creative, new possibilities

Beneficial qualifications:


  • Experience working in a non-profit or educational institution

  • Substantial experience in every phase of earned revenue across several lines, from ideation to operation to refinement and expansion

  • Extensive experience in marketing, advertising, and/or communications strategy and execution, ideally in a leadership role

  • Track record of collegiality, teamwork, and consensus-building

  • Strong organizational and planning skills

  • Commitment to promoting a culture of integrity, strong collaboration in all segments of the organization, and devotion to excellence

Annual salary: $100,000

Please note that all application submissions must include a cover letter, with detail to salary requirements for the role. No applications will be considered without a cover letter. 

Nondiscrimination Policy:

The Juilliard School is committed to a policy of equal treatment and opportunity in every aspect of its relations with its faculty, staff, students, and other members of the Juilliard community, and does not discriminate on the basis of actual or perceived race, color, religion, creed, age, sex, national origin, alienage, ancestry, citizenship, sexual orientation or preference, gender identity, physical or mental disability, medical condition, predisposing genetic characteristics, marital status, partnership status, or any other basis prohibited by applicable local, state, or federal law. This nondiscrimination policy covers, but is not limited to, recruitment, hiring, training, benefits, rates of pay and other forms of compensation as well as student admission, access, and treatment in school programs and activities.





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