Ticket Services Manager

Date Posted: Aug 11, 2017
Application Deadline: Sep 08, 2017

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

Organization Description

Canadian Opera Company

Based in Toronto, the Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America.  The COC enjoys a loyal audience support-base and one of the highest attendance and subscription rates in North America.  Under its leadership team of General Director Alexander Neef and Music Director Johannes Debus, the COC is increasingly capturing the opera world's attention.  The COC maintains its international reputation for artistic excellence and creative innovation by creating new productions within its diverse repertoire, collaborating with leading opera companies and festivals, and attracting the world's foremost Canadian and international artists.  The COC performs in its own opera house, the Four Seasons Centre for the Performing Arts, hailed internationally as one of the finest in the world.  Designed by Diamond Schmitt Architects, the Four Seasons Centre opened in 2006.  For more information on the COC, visit coc.ca.



Job Description

Reporting to the Chief Communications Officer, the Ticket Services Manager is responsible for all box office operations for the Canadian Opera Company and Four Seasons Centre for the Performing Arts (FSCPA) as well as all part-time and full-time Ticket Services staff.  The incumbent plays a key leadership role in establishing and maintaining superior customer services standards within the Ticket Services team. The Ticket Services Manager plans and implements all ticketing campaigns and will also be a lead Tessitura user for the Canadian Opera Company.


KEY RESPONSIBILITIES


• Oversees the configuration and set-up of all ticketing for Canadian Opera Company performances and other ticketed events using Tessitura.
• Ensures income targets are achieved, sales and additional services are maximized by monitoring and reporting on sales trends.
• Provides leadership for the Ticket Services team and uses strategic problem-solving in daily ticketing operations.
• Provides statistical analysis of procedures related to ticket sales, online activity and overall productivity
• Oversees all aspects of the subscription renewal campaign including the processing of phone and mail subscription orders as well, as the allocation of subscription seating and fulfillment of subscription packages.
• Oversees and monitors customer comments, complaints and general feedback. Responds to escalated customer service enquiries, identifies problems and implements solutions
• Works in conjunction with Business Development to create rental agreements and plan rental event sales
• Works with marketing and finance to ensure accurate reconciliation of Ticket Services sales
• Maintains and develops the ticketing system to maximize the existing capabilities, and monitors and implements developing functionality.
• Develops, recommends and implements an annual budget to ensure optimal staffing levels and monitors scheduling to ensure budget projections are achieved
• Administration of online ticket sales. Ensures that all ticketing pages on coc.ca are accurate and up-to-date with all relevant information.
• Organizes staff working hours in line with business operative needs. Monitors staff absences and provides regular feedback, always leading by example.
• Oversees the recruitment, supervision, training and development of full-time and part-time staff
• Acts as the department representative for database (Tessitura) administration, training and troubleshooting
• Develops, recommends and implements policies and procedures
• Works closely with Front of House staff to support patron enquiries with respect to ticketing issues



Requirements:

KEY REQUIREMENTS


• Experience working with a ticketing system at an administrator level, Tessitura preferred.
• Four or more years’ experience working in Box Office management within a customer services and sales environment (essential)
• A proven track record in coordinating projects, managing and training staff and developing procedures
• Ability to quickly assess and problem solve with diplomacy, tact and a sense of urgency
• Strong oral and written communication skills, excellent interpersonal skills and a professional telephone manner
• Ability to achieve in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount, while maintaining a positive and flexible approach.
• Experience working in conjunction with other departments to collaborate on Ticket Services initiatives
• Self-motivated individual requiring minimal supervision
• High level of computer literacy
• Available to work weekends/evenings at the Four Seasons Centre for the Performing Arts and at our administrative office
• Appreciation of opera as a cultural art form is an asset



Additional Info:

The COC is committed to providing accommodations for people with disabilities in all parts of the hiring process.  If you require an accommodation, please let us know and we will work with you to meet your needs.



How to Apply:

APPLICATION PROCESS


Interested persons are invited to submit their resume and cover letter via e-mail or mail, stating salary expectations, no later than Friday, September 8, 2017 at 5 p.m. to:


Lorraine O’Connor
Manager, Human Resources
Canadian Opera Company
227 Front St. E. Toronto, ON M5A 1E8

lorraineo@coc.ca


Only applications received by Friday, September 8, 2017 at 5 p.m. will be considered.

The Canadian Opera Company thanks, in advance, all applicants; however, only those considered for an interview will be contacted.  No phone calls or agencies please.



Contact Info:

Name: Lorraine O'Connor
Email: lorraineo@coc.ca
Website: Canadian Opera Company

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