Harbourfront Centre – Manager, Audience Experience

Toronto Alliance for the Performing Arts; Toronto; On-site; CAD 70,000 - 75,000; Full time

Job summary

Harbourfront Centre in Toronto is seeking a proactive Manager, Audience Experience to lead the Audience Experience team and oversee Ticketing, Front of House and Audience Service operations during events.

You will implement a high-level customer service program, ensure data accuracy, and supervise staff performance while coordinating with partners and other departments.

Qualifications

• 5+ years management/supervisory experience in an Audience Service role.
• Experience with modern Ticketing Systems.
• Experience with Theatre/Venue Front of House and Bar Service.
• Excellent customer service and communication skills (oral and written).
• Strong relationship-management and stakeholder collaboration abilities.
• Proficient with Microsoft Office and related tools.

Responsibilities

• Oversee daily Front of House and Ticketing operations across Harbourfront Centre venues.
• Develop and enforce policies for sales, service, cash handling and reporting.
• Lead a team of Supervisors, Audience Services Representatives, Ushers and Bartenders.
• Address customer feedback and escalate issues as needed.
• Onboard rental clients and programming partners into Harbourfront Centre systems.
• Manage budgets and resources to meet department goals.
• Coordinate department meetings and liaison with other departments.

Skills

Management experience

Ticketing systems

Front of House

Customer service

People management

Budgeting

Negotiation

Microsoft Suite

Tools

Audience View Professional

Call Centre software

Job description

Harbourfront Centreis a leading cultural institution in Toronto, celebrated for its vibrant arts, culture, community and recreational programs. As a not-for-profit organization, we are committed to enriching the lives of diverse communities through creativity, innovation, connection and excellence.A multi-faceted campus, Harbourfront Centre includes programming across arts, culture, recreation and learning, as well as commercial businesses that generate essential revenue to support operations.

We are currently seeking a collaborative, forward-thinking and experienced Manager, Audience Experience who thrives on providing top-notch service to our patrons, audiences, visitors and user groups, and takes pride in fostering a positive, responsive and motivational atmosphere in the management of staff and the daily operations of our Venues, Call Centre and Information Desk.

Position Title: Manager, Audience Experience

Department: Event Operations & Experience

Reporting To: Head of Event Operations & Experience

Direct Reports: Asst. Manager Audience Experience, Coordinator Audience Experience, Part Time Supervisors, Ushers, Bartenders and Audience Service Representatives

Number of Vacancies: 1

Employment Type: Full-time

Hours of Work: 35 hours per week, with the flexibility to work as needed a schedule that may include weekends, evenings and/or holidays, based on event and programming demands

Compensation: Annual salary of $70,000 – $75,000, plus a comprehensive benefits package

Location: On-site at our lakeside campus in downtown Toronto

SUMMARY OF FUNCTION

The Manager, Audience Experience will be an active leader in the development and stewardship of exceptional audience and client service for all Harbourfront Centre programming and events. The incumbent will be a leader of the Audience Experience team and manage the daily operations of Ticketing, Front of House and Audience Service, generating revenue through ticket sales, as well as welcoming and assisting our audiences with top notch customer service as the first point of contact. This includes developing and implementing a high-level customer service program for all front facing staff that ensures an exceptional audience experience befitting Harbourfront Centre. In partnership with the Coordinator Ticketing, the incumbent will also be responsible for the proper administration, maintenance, and training of technical software/tools such as Audience View Professional and the Call Centre phone system.

DUTIES

• Oversee the day to day operation of Front of House and Ticketing Service for all events and performances across Harbourfront Centre venues. Develop and implement policies and procedures pertaining to all aspects of the department including, sales, service, cash handling procedures and reporting. Revise policy and procedures as required.
• Foster a positive, collaborative, and responsive atmosphere with great attention to customer and client satisfaction as well as accuracy of data base information. Complete appropriate paperwork for the human resources department for new hires, verifies timesheets, and submits final payroll.
• Manage a team of part-time/casual Supervisors, Audience Services Representatives, Ushers and Bartenders. Direct activity, assign responsibilities, evaluate performance and follow up on any performance improvement. Respond to employees’ concerns and issues and determine appropriate resolutions.
• Tactfully and professionally respond to customer feedback and escalated audience concerns.
• Take the lead in onboarding rental clients and programming partners events into the Harbourfront Centre Eco-System.
• In partnership with the Asst Manager Audience Experience, manageAGCO products, inventory and compliance.
• Manage and monitor the department budget and determine resources required to accomplish department goals.
• Schedule and participate in regular department meetings, following through on Ticket Service and Venue requests.
• Represent the Audience Experience at various meetings to present the department’s plans, accomplishments and to discuss issues and coordinate activities on matters of mutual interest.
• Liaise with other departments and clients regarding Event Ticketing ad Front of House needs.

REQUIREMENTS

• 5 + years management/supervisory experience in an Audience Service role.
• Previous experience with modern Ticketing Systems.
• Previous experience with Theatre/Venue Front of House and Bar Service.
• Collaborative and open mindset, ability to seek win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas.
• Expert level customer service and communication skills (both oral and written), to deal efficiently with the public, user groups and staff.
• Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner.
• Outstanding relationship-management skills, including the ability to work closely and collaboratively with a wide range of stakeholders.
• Experience with reconciliation, accounting, and departmental budgets.
• A well-defined sense of diplomacy, including excellent negotiation, conflict resolution, and people-management skills.
• Highly organized and detailed oriented, with a high degree of accuracy.
• Smart Serve Certification is an asset
• Proficient in Microsoft Suite products.
• Must be legally eligible to work in Canada on a full-time, ongoing basis.
• This role is site-based at our lakeside campus in downtown Toronto.

OUR VALUES

At Harbourfront Centre, our values—Open, Brave, Rigorous, and Kind—reflect our commitment to inclusivity, imaginative risk-taking, excellence, and respect, ensuring enriching experiences for all.