Audience Experience & Volunteer Coordinator

Date Posted: Nov 13, 2017
Application Deadline: Nov 24, 2017
Start Date: Jan 22, 2018

Salary: TBD
Province: Ontario
Region: Metro Toronto Area
City: Toronto
Organization's Field/Discipline: The Arts
Term: Contract
Career Level: Intermediate

Organization Description

Luminato Festival

Luminato Festival is Toronto's international multi-arts festival for people open to having art change their outlook on the world. Each June, Luminato Festival transforms Toronto's theatres, parks and public spaces with hundreds of events celebrating theatre, dance, music, literature, food, visual arts, magic, and more.

Luminato Festival is a charitable, not-for-profit, cultural organization whose vision is to commission and present significant local, national, and international programming that reflects Toronto as a crossroads of ideas, cultures and traditions. Now in its 11th year, Luminato has become one of North America's leading arts festivals. The upcoming Luminato Festival will take place in June 2017.

Job Description

Audience Experience & Volunteer Coordinator works closely with the Ticketing & Audience Experience Manager and the Volunteer Coordinator to recruit, train and supervise audience experience teams, preparing them to deliver exceptional service to our audiences while the ensuring they have meaningful engagement with festival. This position supports the operational needs of Ticketing and Audience Experience and Volunteer departments, including:
Day-to-day operations including box office phone support from January to June
Role creation, resource scheduling and training
On-site logistics and supervision at events
CRM and volunteer database set up and maintenance
Internal communications
Weekly and post-festival reporting
Assist with internal and external communications for the departments, responding quickly to a high volume of emails, phone calls and in-person inquiries
Maintain the integrity and cleanliness of Luminato’s CRM and volunteer databases including keeping accounts up-to-date, adding notes when necessary, running reports as requested and providing technical expertise when called on
Lead outreach efforts including working with partner venues and organizations
Keep the private and public work areas organized and tidy at all times
Human Resources and Scheduling
Participate in defining roles by venue for both volunteers and audience experience staff
Create and communicate shift information and schedules
Assist in interview process when appropriate
Coordinate the planning and execution of recognition events for the department
Ensure that volunteers and staff are working in a safe and supportive environment where everyone feels appreciated and engaged
Event Management
Help in the management of the ticket inventory including setting ticket allocations, holding/releasing seats, tracking special offers and assisting in the post-festival reconciliation
Oversee the accuracy and distribution of floats for Audience Experience Coordinators and Reps, and materials for Volunteers, quickly troubleshooting issues and finding solutions as they arise
Spearhead check-in/check-out procedures and on-site orientation for audience experience reps and volunteers
Help to create recruitment and training materials for audience experience and volunteer teams
Assist with finding training locations, tackling technical requirements and creating agenda items
Participate in pre-event and on-site training and supervision so that audience experience staff and volunteers are knowledgeable about events, customer service policies, health and safety, AODA and accessibility objectives and rules


Key Competencies, Qualifications and Experience
A self-starter with the capacity to inspire, engage and motivate team members
Strong interpersonal skills with the ability to communicate with a broad range of internal and external stakeholders
Excellent public speaking and presentation skills
A high degree of competency in operating software such as Luminato’s CRM and volunteer databases
Proven experience working with ticketing staff and volunteers with real strength in overseeing a complex team of audience experience staff and volunteers where conflict resolution, people and event management are critical
Excellent at communicating (on phone and in-person) and writing (reports and emails)
Ability to thrive in a face-paced environment with varied house and quick deadlines

Additional Info:

Luminato Toronto Festival of Arts welcomes and encourages applications from people who maybe underrepresented in the Canadian workforce – Aboriginal people, people with disabilities, racialized persons, and women. Luminato is committed to workplace diversity in its policies, procedures and practices, and ensures that applications for members of underrepresented groups are seriously considered under its Workplace Diversity policy. All qualified individuals who would contribute to the further diversification of Luminato are encouraged to apply.

We thank all those who apply however only those selected for an interview will be contacted. Luminato is an equal opportunity employer. During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an in person interview) and who require accommodation, should discuss their needs with us.

How to Apply:

Please upload your resume and cover letter to Luminato’s website by 5 PM on November 24th, 2017.

Contact Info:

Name: Winston Tang


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