Job Opportunity: Patron Services Manager

Title: Patron Services Manager
Term: Full-Time (44 hours per week)
Reports To: Managing Director
Direct Reports: Patron Services Representatives, Volunteers
Annual Salary: $47,500

Job Description

Reporting to the Managing Director, this position is responsible for the efficient and effective operation and management of Factory’s box office and front of house services, with a key metric of creating a welcoming, efficient and personable experience for our audiences.

Core Objectives and Responsibilities

• To build, develop and provide user-friendly front of house and box office services to Factory patrons.
• To improve patron services through dedicated attention to customer care, staff training, and increased front-line efficiency and effectiveness.
• Recruit and retain patron services staff and volunteers, providing adequate, ongoing training, including regular review and update of policy and procedures, coordinating regular performance reviews, and ensuring that all staff are knowledgeable of Factory’s programming.
• Scheduling part-time front-of-house employee work, including side duties, and verifying payroll.
• Recruit, train, and retain a healthy base of volunteers.
• Manage concession operations, including staffing, inventory, and appropriate licenses/certifications.
• Manage box office tickets systems and client data, including building of show information for Factory and rental events, general database upkeep, and accurate and timely post event statistical and financial reporting.
• Ultimate responsibility for customer service, including handling patron complaints, facilitating care for high-touch customers, and managing all in-person, phone, and online sales.
• Oversee the provision of ongoing communications with Factory Theatre patrons including subscription renewals and ongoing service updates.
• Responsible for maintaining audience safety, fire and evacuation procedures, and training of front of house staff to effectively deal with medical emergencies and evacuate the facilities, if required.
• Ensure that the front of house, including the courtyard, is presentable and welcoming for patrons.
• Participate as a full team member of the Factory Theatre staff and assume responsibility for special projects and committee work as required.

Qualificiations

A collaborative, creative, and strategic thinking individual with high professional standards, acute attention to details, and excellent communication skills. A high level of comfort with technology and an ability to lead a team are a must, a working knowledge of the local and national theatre ecology is an asset.

Additional Information

Eligible for participation in group health benefits plan. New Factory employees start with 15 days paid vacation, 5 days paid personal leave, and 10 days un-paid leave. Flexible schedule as some evening and weekend work is required. Access to a shared employee fund for professional development, including travel and event/performance tickets where appropriate. Limited ability for hybrid work as most tasks require presence on site. Factory operates on Windows, MS Office / Outlook, Discord, Spektrix (Ticketing Database), and Airtable.

How to Apply

Deadline: June 21

Please send a cover letter and CV by email to careers@factorytheatre.ca and include the job title in the subject of your email.

Factory is committed to equity, accessibility, and transparency at all points in the recruitment and hiring process. If application process, proposed deadline, or interview dates create a barrier for you, please contact careers@factorytheatre.ca and we will work to meet your needs.