Box Office Manager

Company Overview

Bard on the Beach is Western Canada’s largest professional Shakespeare festival, with a focus on providing accessible, inclusive, and vibrant theatrical works to the public. The Festival presents Shakespeare plays, related dramas and special events from June to September in two modern theatre tents, in the magnificent waterfront setting of Senákw/Vanier Park. Bard Education also offers programs throughout the year as well as online content. Full details here. 

Job Description

POSITION SUMMARY:

The Box Office Manager is responsible for management of the Box Office team and resources, to support Bard’s exemplary patron service. As the Box Office Manager, you will oversee and supervise the Box Office team of seasonal Coordinators and Agents and will be responsible for their training, assignments, scheduling, and performance coaching, as well as related administrative responsibilities. You will work closely with the Sales & Analytics Specialist to support Bard’s ticketing-related systems and resources, including the customer database (Spektrix). You will provide ticketing-related advice and assistance to all Bard departments and will be part of an energetic, collaborative and open-hearted Bard staff team that is deeply committed to upholding and advancing Bard’s Company Commitments.

Responsibilities

Planning

·        Builds season events and performances and any off-season events in the ticketing system, as well as any offers, promotions, or merchandise, in collaboration with the Sales and Analytics Specialist

·        Develops and maintains Box Office training systems and manuals

·        Creates and updates schedules and operational requirements for seasonal Box Office staff

·        Creates and manages a staff and resources budget for Box Office operations

·        Collaborates with other departments (Operations, Marketing, Development, Education, Finance) on all planning that impacts Box Office personnel and resources

·        Collaboratively aligns Box Office operations with the Marketing Department’s audience growth and development strategies, goals and tactics

·       Creates and updates seating plan maps and ticket designs

Supervision

·        Hires, trains and manages Box Office staff in sales procedures and exemplary customer service with ongoing support and coaching throughout the season

·        Inspires Box Office staff to uphold and be ambassadors for company anti-oppressive commitments and to contribute to a positive working environment

·        Is the lead on escalated patron service issues as they are referred by Coordinators, Agents and non-Box Office staff, supported by the Director of Marketing and Communications and Senior Operations staff

Sales and System Processes

·        Supports staff in processing ticket sales and ticket donations by telephone and online

·        Is the first contact for bookings and special requests brought forward by staff

·        Processes any off-season events and raffle ticket sales, answers Festival-related questions, and may assist in processing donations by telephone during the off-season

·        Troubleshoots technical issues relating to the ticketing system and other technical systems as required

·        Liaises with the Finance Department to resolve ticket-related payment issues

·        Oversees the Company’s complimentary tickets policy, ensuring approved processes and issuing requirements are followed, and liaises with the Sales and Analytics Specialist to track comp usage & redemption patterns throughout the season

·        Other assignments (including support for Development, Education, Operations and Finance projects) as approved by the Director of Marketing and Communications

QUALIFICATIONS

·        Minimum 2 years experience in a box office role, preferably as a supervisor or manager

·        Demonstrated experience in a managerial or supervisory role

·        Interest in creating a welcoming and inclusive space for staff and public

·        Experience working in a public facing role

·       Experience with conflict resolution or de-escalation tactics

·        Strong interpersonal skills and ability to work collaboratively

·        Exceptional attention to details, deadlines and timelines, with the ability to multitask in a dynamic environment.

·        Clear communication skills, in writing and in conversation 

·        Experience using Spektrix ticketing software is an asset

·        Proficiency with Microsoft Office, especially Teams, Word and Excel

·        An interest in the theatre and the arts