Ticketing Services Manager


 

Position Location: Performing Arts Centre, 250 St. Paul Street St. Catharines, ON, Canada, L2R 3M2
Job Type: Full-time, permanent.
Hours of Work: Up to 40 hours/week, Monday through Friday. Evening and weekend hours may be required to accommodate business demands and position requirements.
Salary Range/Wage:  $65,000 to $75,000

 

The FirstOntario Performing Arts Centre (PAC) is building a team committed to strengthening our understanding of, and our relationship with, our diverse public. We are looking for a customer focused, innovative, and collaborative ticketing services leader to take on the role of Ticketing Services Manager, a critical member of this team.

 

ABOUT THE PAC

Opening our doors in 2015, the FirstOntario Performing Arts Centre (the PAC) is a 95,000 square foot arts and culture hub located in downtown St. Catharines, Ontario, serving the Greater Niagara region. The centre features 4 separate venues under one roof as well as an outdoor performance space, and is supported by a team of 25 full-time, and 40 part-time staff and over 100 volunteers. Events showcase music, dance, theatre, film, comedy, speakers, meetings, and community gatherings, ranging from 200-800-person capacity. Built as part of a downtown revitalization and cultural renaissance plan, the PAC has become a home to local arts groups and organizations throughout the Niagara region. The PAC is also in a rich, long-term programmatic and operating partnership with Brock University.

The PAC provides a platform to share the artist’s unique voice showcasing diverse stories, history and lived experiences. We believe that healthy communities are built through arts and cultural engagement and that our individual and collective identities are shaped through the stories told. We engage audiences across the Niagara Region by showcasing local, national, and international artists. We also engage youth through school programming and work with social service organizations to remove barriers for under-served community members to experience the arts. Our community partnerships are built with Equity, Diversity, Inclusion at the forefront: partnerships with Brock University and various community organizations support work with local Black, Indigenous, Racialized and 2SLQBTQQIA+ artists.

Our mandate includes being a presenter and curator of live performing arts and entertainment, an economic driver for our City and region, and providing a vital support network for Niagara artists and arts organizations.

POSITION SUMMARY

The Ticketing Services Manager is responsible for managing the day-to-day operation of the ticket selling function of the PAC’s Box Office. This position is tasked with overseeing and coordinating all work performed by ticketing services team members and ensuring an unparalleled customer experience for both audiences and rental clients.

Through innovation, education, and experimentation with different aspects of ticketing and sales services, the Ticketing Services Manager will enhance the PAC’s relationship with the public by improving organizational responsiveness and competitiveness.  To augment this process, it is essential that the Ticketing Services Manager collaborate both within and across departments to ensure the effective capture, collection and sharing of strategic ticketing data and customer information to align strategies and support the successful execution of events.

To be successful in this position, the Ticketing Services Manager must be a self-driven, analytic, and technologically adept.

KEY RESPONSIBILITIES

Ticketing & Customer Services

  • Create and sustain a service culture within the Ticketing Services Department.
  • Oversee the management of ticketing and customer relationship management software.
  • Work with event promoters, partners, and in-house presenting department to build, edit, and manage events, pricing, and reporting activities in all ticket sales channels, including alternate revenue sources.
  • Efficiently manage ticketing services budgets to help meet budgeted goals.
  • Keep abreast of the latest ticket system capabilities, industry best practices and pertinent legislation.

Managing Ticketing Services Team

  • Directly manage and oversee the work of all ticketing services team to ensure efficiency and effectiveness with regard to ticket sales, distribution, and customer/client services.
  • Hire, train, schedule, develop, evaluate, and coach the team, always promoting an inclusive, creative, and results-oriented workplace culture.
  • Ensure compliance with all relevant policies, procedures, legislation, and regulations.

Internal and External Contact Collaboration & Reporting

  • Collaborate within and across departments to ensure consistent application of customer service.
  • Support and work collaboratively with the Marketing and Communications Manager to drive ticket sales, promote audience growth, and identify new revenue streams.
  • Provide consistent communication about event information.
  • Perform all aspects of ticketing services reporting including reconciliation of ticket sales.
  • Report and provide updates to the Head of Finance and Administration and management team.

QUALIFICATIONS

  • At least five (5) years’ experience in a managerial or supervisory role, leading teams and being accountable for the design and execution of budgets and strategies, required.
  • Experience in sales management and/or experience working for a professional performing arts centre, major entertainment venue or large cultural organization, preferred.
  • Bachelor’s degree or diploma in business, preferred.
  • Valid Ontario’s Driver’s license, Class “G,” with a clean driving record.

KEY CANDIDATE COMPETENCIES 

  • Knowledge and understanding of accounting principles and sound financial policies.
  • Ability to manage, motivate and evaluate the work of a team.
  • Exceptional customer service skills, capable of resolving issues in a professional manner.
  • Knowledge and understanding of information systems, skilled at maximizing system functionality.
  • Proficiency in Microsoft Office applications including Word and Excel.
  • Ability to build working relationships and meaningfully collaborate with internal and external contacts.
  • Flexibility and a willingness to adapt as business demands.

OUR PAC EMPLOYEE PROMISE

Working at the PAC means embracing the values of collaboration, creativity, care and continued learning. We offer a robust health and dental benefits plan including an employee assistance program and extended health care, pension plan, opportunities for learning and growth and vacation flexibility. The PAC is a casual, creative environment that offers an open-concept, pet-friendly workplace, supports flexible work schedules and believes in the importance of a healthy work-life balance.

HOW TO APPLY

If you think your experience and career aspirations are aligned with this opportunity – please send your resume to careers@hroffsite.ca.

The FirstOntario Performing Arts Centre is an equal-opportunity employer, and we believe that our organization is stronger when we have a team that reflects our region’s diversity.

At the FirstOntario Performing Arts Centre, a diverse, inclusive, and equitable workplace is one where all employees and volunteers, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. Managers commit to a nondiscriminatory leadership and provide equal opportunity for employment and advancement in their department, programs, and work environment. All the PAC employees will respect and value diverse life experiences and heritages and ensure that all voices within their team and the FirstOntario PAC are valued and heard.

We encourage applications from all qualified individuals and will consider accessibility accommodations to applicants upon request.