Assistant Patron Services Manager
The National Ballet of Canada is one of the most exciting, innovative arts institutions in Canada, and is regularly ranked among the top ten ballet companies in the world. Established by founder Celia Franca in 1951, The National Ballet of Canada presents a full range of traditional full-length classics and has been an innovative commissioner of new contemporary work by some of the most important choreographers and designers in the world. The National Ballet is deeply committed to the values of equity, diversity and inclusion across the organization, and through community education programs that bring dance to the broadest possible community.
The Assistant Patron Services Manager, Audience and Donor Services is primarily responsible for all unionized part time staff onboarding and training as well as co-managing the outbound calling campaigns.
General Responsibilities Include:
- Maintain the highest level of customer service ensuring part time staff are trained, informed and courteous
- Assist in the hiring, onboarding and training of all part time staff
- Responsible for the supervision and evaluation of part time staff pertaining to the outbound calling campaigns
- Execute sales training to part time staff
- Monitor sales performance and implement recommended changes
- Responsible for daily lead pooling and tracking
- Prepare and distribute daily campaign status and sales reports
- Create and implement motivational incentives for part time staff
- Prepare, track and report on sales commission budget
- Monitor and report on group sales
- Prepare patron retention initiatives for part time staff
- Execute part time staff engagement sessions
- Provide direct support to Front of House team, acting as liason
- Assist with other duties as required, i.e. patron feedback, day-to-day operational tasks
- University or College degree, with at least 2-3 years' expereince in an outbound sales supervisory role
- Proficiency in Microsoft Office applications
- Strong leadership skills with the ability to successfully delegate tasks, hold a positive attitude and resolve problems creatively
- Excellent organizational skills including adaptable time management and prioritization of deadlines in a fast-paced environment
- Exceptional communication and customer service skills
- Ability to learn quickly and adapt to changing demands, take initiative, and work independently and within a team
- Extensive ticketing database knowledge, with a strong preference given to those with Tessitura software knowledge
- Staying current with customer service training and required regulatory training (e.g. Bill 168, AODA)
- Experience in an arts organization considered an asset
- Experience working with unionized staff considered an asset
- Office environment and Box Office setting. Evening and weekend work required.
Employees are currently working from home and will continue to do so until fall 2021.
Qualified candidates are to forward their resume, cover letter and salary expectations as a single PDF document to HR@national.ballet.ca with the subject heading: "Assistant Patron Services Manager" by no later than July 23, 2021. Resumes will be reviewed as soon as they are received. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Successful candidates will be subject to a criminal background check. This position offers competitive compensation and benefits package commensurate with experience.
The National Ballet of Canada is committed to fostering an inclusive, accessible, and equitable environment where employees feel valued and respected. We are committed to reflect the diversity of our community, our city and our country. We strive to ensure our recruitment and selection processes are bias-free. We welcome and encourage submissions from Indigenous, Black and People of Colour, the Deaf and disabled as well as individuals of all genders, cultures, ethnicities, sexual orientations, and abilities. We are committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process.