Audience Services Manager

Job Title:

Audience Services Manager

Organization:

Ballet BC

Deadline:

open until filled

Organization Description:

Ballet BC is an internationally renowned contemporary dance company led by Artistic Director Medhi Walerski. Deeply committed to presenting new work by established and emerging choreographers in addition to acclaimed repertoire, the 20-dancer company performs today’s most sought-after Canadian and international choreography. Ballet BC tours regionally and internationally in addition to its regular performance season at the Queen Elizabeth Theatre in Vancouver. Ballet BC is a leader and resource in the community through dance education opportunities, community and audience outreach, and professional development activities which serve to provide greater access to our art form.

The largest dance organization in British Columbia, Ballet BC is located on culturally vibrant Granville Island in the heart of Vancouver, situated on the traditional, ancestral and unceded territory of the Coast Salish peoples—the Sḵwxwú7mesh (Squamish), Stó:lō, Səl’ílwətaʔ/Selilwitulh (Tsleil-Waututh) and xwməθkwəyə̓ m (Musqueam) First Nations.

Website:

http://balletbc.com

Job Description:

Ballet BC is seeking an experienced, customer oriented and highly motivated individual to assume the role of Audience Services Manager. Reporting to the Director of Marketing and Communications, the Audience Services Manager is responsible for the effective management of all ticketing operations for the organization, while providing exceptional customer service to all patrons.

Responsibilities:

• Oversees all aspects of subscription and single ticket sales including subscriber renewal and new subscriber fulfillment, ticket purchases, refunds, exchanges, and ticket printing and mailing.

• Primary point of contact for Ballet BC subscribers and all ticketing enquiries and feedback received via email, phone or in-person.
  Establishes and maintains effective relationships with Ballet BC’s audience and key strategic partners by ensuring a superior standard of customer service for all interactions.

• Leads all event builds for Ballet BC performances at the Queen Elizabeth Theatre (QET) including subscription series and single ticket performances.
  Lead administrator for Leap Event Technology ticketing and CRM platform, including onboarding of new users.

• In partnership with the Director of Marketing and Communications, manages the coordination and distribution of subscriber communications and collateral.

• Coordinates complimentary ticket bookings for VIPs, corporate sponsors, media representatives, and staff, as well as ticket donations for approved organizations.

• Creates and generates regular reports to provide accurate patron data, including contact information, ticket purchases and donation activity, as well as financial reconciliation in line with other systems.

• Reviews and strategizes pricing and house scaling for single tickets and subscriptions, including actively monitoring inventory management and dynamic pricing.

• Liaise with marketing and senior management to strategize special offers to increase revenue and sales. This includes optimising on group bookings and subscription retention and renewal.

• Configure and set up an on-site Box Office for all programs at the QET, including installation of computers, payment terminals and ticket printers, as well as supplies and signage as required.

• Liaises with QET Event Booking team on program-specific event info including house counts, VCT house seats, FOH reports, facility fee reconciliation

• Oversee Box Office operations, including coordination with current staff and any contracted attendants.

Qualifications:

• 3–5 years of experience in audience services, box office, or front-of-house roles. Managerial experience preferred.

• Strong understanding of subscription campaigns, single-ticket sales, and patron data management.

• Experience with financial reconciliation and revenue tracking related to ticket sales.

• Experience working with ticketing systems and CRMs.

• Knowledge of the performing arts sector, patron journey, and audience development trends preferred.

• Ability to generate and interpret sales and attendance reports.

• Exemplary customer service skills.

• Experience supervising junior or part-time staff.

• Knowledge of PCI compliance and payment processing best practices.

• Proficiency in Microsoft Office programs, especially Excel.

• Exceptional written, verbal and interpersonal communication skills.

• Ability to work effectively independently and collaboratively as part of a professional team.

• Proven project management and organizational skills with the ability to balance multiple projects, competing demands, deadlines and changing priorities, often during peak times.

• A collaborative attitude and willingness to innovate.

• Demonstrated ability to lead, coach, and support front-line staff.

How to Apply:

To apply, please submit your CV and cover letter to careers@balletbc.com

Ballet BC is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible work environment. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Remuneration:

$65,000 to $72,000 annually