Director of Audience Strategy & Community Engagement

DescriptionThe Mahaiwe Performing Arts Center is the leading presenter of dance, music, theatre, opera, film, and educational programming in the southern Berkshires. Housed in a lovingly restored 1905 historic theater and a nearby flexible venue, both in the heart of Great Barrington, Massachusetts, the Mahaiwe brings world-class performing arts to its community at accessible price points and serves as a cultural anchor for the region.About The PositionFull-Time/ExemptReports to: Executive DirectorSupervises: Marketing & Communications Manager, Box Office Manager, House Manager, Education & Community Engagement ManagerBenefits: 100% individual health care, dental, vision, short- and long-term disability, and life insurance; paid sick, personal, holiday, and vacation time; 3% matching retirement contribution; complimentary tickets; stimulating work environment; and work that makes a differenceThe newly-created position of Director of Audience Strategy & Community Engagement sits at the intersection of marketing, community engagement, and patron experience, and unites diverse revenue-generating functions in a cohesive, data-informed, and audience-centered vision. A key member of the senior management team, this person deepens the Mahaiwe’s connections with existing audiences, attracting new and more diverse ones, and ensuring that every touchpoint reflects the warmth and vitality of the organization. This role ensures the execution of strategies that elevate institutional visibility, expand reach, and enhance every stage of the audience journey, from first click to lasting loyalty. The ideal candidate excels at relationship-building, inspires teams, and relishes uncovering growth opportunities.Primary ResponsibilitiesBrand & PromotionInnovate and establish strategic direction and monitor progress for all owned, earned, and paid channels, including digital / social media, e-marketing, press communications, advertising, and promotion, to improve brand position and increase earned revenueDevelop compelling storytelling that reflects the Mahaiwe’s mission and brand voice and transcends any single experienceFoster consistent messaging and experiential design across all touchpointsLead audience acquisition and retention campaignsIdentify and manage earned revenue growth opportunities, including but not limited to feedback mechanisms, co-promotions, group sales, promotional events, and visitor areasCollaborate with the Director of Advancement on strategy, execution, and analysis of donor and campaign communicationsCollaborate with the Programming team to connect audience motivations and growth opportunities to season planningAudience Experience & EngagementUtilizing customer experience mapping, design a cohesive, audience experience – from initial contact through post-event – that is welcoming, accessible, and memorableDevelop initiatives that build audience loyalty and curiosityEnsure mechanisms are in place to track and respond to audience feedback to continuously improve the patron experienceOversee CRM strategy and administration, leveraging patron data to inform engagement, retention, and revenue goalsCommunity Outreach & PartnershipsDevelop and lead a strategic engagement programStrengthen collaborative relationships with community organizations, schools, and civic groups across the Berkshires and neighboring communitiesDesign and implement outreach strategies that expand the Mahaiwe’s reach to underserved and underrepresented audiencesTeam LeadershipModel a customer-centric cultureGuide each revenue-generating area to develop robust data-driven business plans Direct four departmental managers in achieving defined goals and meeting annual targetsCo-create and monitor annual expense budgets for areas of oversightEnsure that departments are working collaboratively with all parts of the organizationSenior LeadershipAnswer for bottom-line earned revenue of $1M or more annuallyCreate and present reports to the Board of Directors, as requestedAs a member of the senior management team, contribute to strategic thinking and long-term planning for the organization as a whole General ResponsibilitiesUphold and embody the Mahaiwe’s policies and efforts in workforce diversity, safety, and sustainabilityEffectively promote a culture of high performance and continuous improvement that values leadership, collaboration, learning, trusting relationships, and quality Contribute to a welcoming, respectful, and inclusive working environment Any other duties that reasonably arise to fulfill the objectives of the MahaiweRequirementsQualifications:A driving interest in the performing arts and enthusiasm for the mission of the Mahaiwe Performing Arts Center, including its commitment to community access5+ years of proven experience managing and motivating a team5+ years of quantifiable success implementing strategy for brand position and/or customer service operations (if in non-profit arts, preferably performing arts, that is a plus)Experience using data to inform strategy and measure resultsEntrepreneurial, creative, customer-centric mindset and operational know-howAbility to think inventively from an organization-wide perspectiveStrong interpersonal skills and ability to navigate a complex, cross-functional environment with diplomacy and good humorAbility to galvanize internal and external stakeholders toward a shared vision, with demonstrated success building partnerships and working across diverse constituenciesSuperior verbal and written communication Outstanding organizational, time management, and project management skills with an overall execution orientation and high attention to detailExceptional problem-solving skills, and the ability to manage competing priorities and multiple projects in various stagesDemonstrated ethics, integrity, and confidentialityDigital fluency (experience with Patron Manager/LEAP or Salesforce, a plus)Willingness to work on-site and, on occasion, on a non-conventional schedule, including evening, weekend, or holiday hoursFamiliarity with the Berkshire region, a plusEmployment is contingent upon successful completion of a criminal background check in accordance with Massachusetts lawPhysical Work EnvironmentThis position requires an employee to operate a computer, use a telephone, and move through a variety of office and theater environments.For more details, please visit https://mahaiwe.org/about/job-openings/How To ApplyWe are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. We recognize strong candidates may not meet every qualification. If you meet most criteria and are excited about the role, we encourage you to apply.Send resume and a brief paragraph in response to each of the following questions to HR@mahaiwe.org. What about the Mahaiwe and this position most interests you? How do you feel that you are uniquely qualified to fill this position? How would people who have worked with you describe you?