Banff Centre for Arts and Creativity Audience Sales and Services Manager

Banff Centre for Arts and Creativity
Banff, AB
$58,328–$86,614 a year - Full-time
Banff Centre for Arts and Creativity
Banff, AB
$58,328–$86,614 a year

Job details

$58,328–$86,614 a year
Job type
Shift and schedule
Weekends as needed

Banff, AB

Pulled from the full job description
Dental care
Employee assistance program
Housing allowance
Paid vacation

Full job description
Audience Sales and Services Manager
Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

We acknowledge, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nations – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place.

The Opportunity
As an integral part of the Marketing & Communications team, the Audience Sales and Services Manager leads the Audience Services team to help facilitate, promote, and provide an exceptional audience experience for all Banff Centre public events.

Specifically, this position will be responsible for managing the front facing services that include the Box Office and Front of House, as well as financial management and operations of the ticketing process and ushering services. This includes hiring, training and supervision of the box office and usher staff, developing regular sales reports, maintaining an audience database, and assisting Marketing & Communications in sales, audience and event development.

Roles and Responsibilities
Reporting to Executive Director, Marketing & Communications, below are some key accountabilities:

Business and Financial Planning

Develops an operational plan for the Box Office and Front of House, which addresses hours/days of operation, budget, and staffing plan and schedules.
Prepares annual budgets and forecasts; monitors departmental budgets in association with the management colleagues in Events.
Ticketing/Registration System

Manages the box office ticketing system and registration system.
Maintains Box Office relationship with ticketing system vendor including contract negotiations.
Front of House/Digital Front of House

Manages the front of house activities including staffing (ushers), food and beverage service, and ensuring safety for all patrons at all public events and venues both on and off site and online.
Organizes, manages and reconciles merchandise sales for internal and/or with presenting partners.
Human Resource Management, Team Building and Interdivisional Cooperation

Hires, trains, coaches, and evaluates a highly customer service oriented staff.
Creates a positive working environment through establishing open communication with staff, and role modeling the desired standards of professionalism, teamwork, and customer service.
Possesses a thorough knowledge of the Collective Agreement and ensures compliance in the workplace.
Relationship Building

Maintains positive, open lines of communication with internal departments and external promoters in regard to their ticketing and event needs.
Works with the other Banff Centre departments to explore opportunities to facilitate sales opportunities. This would include hospitality packages withs tickets, and other experiential offerings.
Collaborates with other Banff Centre departments who help ensure the audience experience is exceptional be it Food and Beverage, Physical Facilities and Production teams.
Collaborates with all internal event producing departments for annual festivals and series as well as individual events and external theatre rentals.

Compiles daily, weekly, and/or monthly sales reports and audience information as required.
Manages the allocation of revenue (ticket and merchandise) and charges to internal departments and external clients in accordance with established practices.
Patron Service Deliverables

Ensures that staff provide exemplary customer service at all times, and that staff are knowledgeable about specific details of all events, processes and protocols including safety.
Resolves customer complaints and secures long-term relationships with customers, and provides feedback to internal departments with respect to customer comments and concerns.
Marketing & Communications

Supports Banff Centre’s marketing plans by maintaining and building an audience database and assists marketing staff in using the data base to ensure successful promotion of events.
Assists as needed for collecting audience feedback either informally or formally through administration of audience surveys.
Qualifications and Educational Requirements
3+ years of Box Office Management experience
5+ years of management/team leading experience
5+ years customer service experience
Diploma/Degree in Business or related experience
Previous business and talent planning experience
Financial management and reporting - cash management, financial reporting and budgeting
Specialized knowledge of events, computer operations and financial reporting requirements
Customer centric approach which results in exceptional customer service
Proven technical skills and aptitude to use ticketing management software (Audience View) or other box office software such as Tessitura, SQL and HTML communications is an asset.
Technology experience working with an excellent working knowledge of the Microsoft suite of products (i.e., Microsoft Excel, Word, PowerPoint, and Access)
A team player that is highly motivated and leads by example
Ability to work with broad direction without close supervision
Proven organizational and project management competency to successfully manage multiple tasks and projects in a deadline oriented environment
Flexible and adaptable to changing priorities and tasks
Strong attention to detail with effective communication skills
Interest in arts and performances
Creative and collaborative problem solver
Special Requirements
Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.
Employment Terms and Benefits
In accordance with the terms of employment governing Management/PSP employees, this is a salaried, fulltime position, subject to a 6-month probationary period.
The salary range for this position is $58,328 - $86,614 based on experience.
The successful candidate will enjoy twenty paid vacation days and four personal days annually, extended medical and dental benefits, and participation in an employer-matched pension plan.
Benefits of working at Banff Centre are:
Transitional staff housing options (based on availability)
Professional development
Employee Assistance Program
Health care spending account
Staff cafeteria and restaurant discounts
Onsite fitness facility at a discounted rate – first month free for new staff!
Application Process
We are accepting applications for the Audience Sales and Services Manager position until a suitable candidate is found.
Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.
Commitment to Diversity

Banff Centre for Arts and Creativity is committed to creating an equitable, diverse, and inclusive campus for students, faculty, staff and visitors. Guided by our values, Banff Centre is rooted in Alberta with provincial, national and global impact. Our strength arises from inclusion; the diversity of people, ideas, perspectives, and cultural backgrounds in our work and team. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression to apply.

FOIP Statement

Banff Centre for Arts and Creativity, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for above. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Banff Centre. The information is subject to the Freedom of Information and Protection of Privacy Act. The information will be retained and when disposed of it is done so in a secure matter.

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