Ticketing and Audience Services Manager

  • Full Time
  • Toronto
  • On site
  • $60,000 – $65,000
  • May 31, 2024

Canadian Stage Corporation

Canadian Stage is one of the country’s leading not-for-profit contemporary performing arts organizations.  An anchor organization in Toronto’s vibrant cultural scene, Canadian Stage is a home for new, challenging dynamic art forms, as well as an incubator and exporter of leading-edge contemporary and multidisciplinary performance. Sharing innovative work from Canada and across the world, the company stages an annual season at across three Toronto venues, including its beautiful heritage building on Berkeley and Front Street, in the vibrant St. Lawrence Market neighbourhood.      In its long and storied history, Canadian Stage has employed thousands of artists and produced hundreds of new productions to over 5,000,000 audience members, including the premieres of 350+ new Canadian works.  Many of the plays developed by Canadian Stage have been awarded and nominated for Canada's most prestigious literary and performing arts honours, including Governor General's, Chalmers, and Dora Mavor Moore Awards.   

Description

ABOUT THE POSITION

Canadian Stage seeks a data-driven, organized, and customer-focused patron service specialist for the position of Ticketing and Audience Services Manager.

Reporting to the Director of Marketing and Communications, the Ticketing and Audience Services Manager oversees all Box Office and Front of House operations, including management of both non-unionized and unionized personnel, ticketing systems and procedures.  Critical responsibilities include ticketing revenue management through the detailed building and maintenance of the organization’s CRM (Tessitura) and related platforms.

The position ensures that a high standard of customer service is offered to our audiences, as well as to rentals and partners utilizing our facilities. In addition, this position creates exceptional audience experiences by fostering a welcoming, safe, secure, and accommodating environment.

This position manages a team of direct reports, including the Assistant Manager of Audience Services, Front of House supervisors, ticketing supervisors, bartenders, and audience services representatives.

As the leader of Canadian Stage’s on-site ticketing and Front of House services, this is primarily an on-site role.

RESPONSIBILITIES

 Ticketing and Front of House

  • Oversee ticketing operations across all Canadian Stage venues including the Berkeley Street Complex, the Bluma Appel Theatre, the Winter Garden Theatre, and the High Park Amphitheatre.
  • Use and develop expert knowledge in Tessitura to deliver exceptional ticketing services.
  • Recruit, train, and supervise Audience Services and Front of House seasonal and hourly employees.
  • Develop and implement best practices for accessible ticket sales and management and customer service policies.
  • Provide excellent customer service and effectively resolve issues for subscribers, donors, members, ticket buyers and the public.
  • Oversee the daily FOH operations of the Berkeley Street Theatre and High Park Amphitheatre (seasonal), including opening and closing the venues.
  • Oversee setup, operations, and strike of offsite Box Office locations at the St. Lawrence Centre for the Arts, the High Park Amphitheatre, and other performance locations.
  • Act as the primary point of contact for Berkeley Street Theatre renters and partner companies for all Ticketing and Front of House needs.
  • In collaboration with the Front of House Supervisors, provide Front of House oversight at the Berkeley Theatres and High Park Amphitheatre.
  • Maintain inventory of departmental consumables, including ticket stock, mailing envelopes, ticket wallets, etc.
  • Develop and distribute materials to ensure Audience Services and Front of House staff remain knowledgeable about artistic programming, special events, partner and rental programming, special offers, and sales campaigns.
  • Perform annual reviews for Audience Services staff

 Reporting and Financial Reconciliation             

  • Oversee and manage the collection of all ticket revenue, ensuring all transactions are handled with attention to detail, discretion, and security.
  • Demonstrate skill and accuracy in handling cash and credit card transactions.
  • Ensuring cash deposits are protected and secure.
  • Oversee daily Box Office financial reconciliations.
  • Develop and provide ticket sales and seat hold and allocation reports for distribution across the organization and to rental clients and partner companies.
  • In collaboration with Marketing department, establish ticket pricing and optimum seating configurations to maximize ticket sales.
  • Monitor ticket inventory daily and implement all inventory management strategies
  • Scrutinize performance sales, pricing, and promotions to ensure accuracy and effectiveness.

CRM and Telephone Systems

  • In collaboration with the Senior Marketing Manager, build and maintain performances, pricing, and promotions in Tessitura.
  • Provide training across the organization on the use of Tessitura.
  • Stay current on system upgrades and, in conjunction with other departments, build implementation strategies for new features.
  • Review and maintain the Box Office’s phone tree system and on-hold messaging content.
  • Provide timely and accurate reports to ensure system efficiency.

Working Conditions

  • Will work regular office hours during non-show days.
  • Flexible working hours are required subject to performance schedules, including weekend and evening work hours.
  • Remote or hybrid work is not possible for this role.

 

To apply, email your details to ManagerOfTicketing@canadianstage.com

APPLICATION PROCESS Applications should be submitted by May 31, 2024 and include the following: • A Letter of Intent stating the candidate’s interest in the position, relevant experience, and critical responsibilities. The letter should be no longer than one page. • A Resume, no longer than two pages. Please merge your cover letter and resume into one PDF. Please send your application to: [email protected] and use the email subject header “Ticketing and Audience Services Manager.” The review of candidates will begin as applications are received and will continue until the position is filled. All qualified persons are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we thank all candidates for their interest, only those short-listed will be contacted.


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