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General Manager

3 months ago

Old Toronto Ontario, CA The Second City Works, Inc. Full time

Thursday, March 14, 2024

General Manager, The Second City Toronto

ABOUT THE SECOND CITY

Dedicated to entertaining, inspiring, and transforming through courageous comedy, The Second City is the premier brand in improv-based sketch comedy, with sold-out shows playing on stages in Chicago, Toronto, andNew York City, and our Touring and Theatrical companies entertaining an ad ditional o ne million theatergoers a year around the globe. The Second City Training Center is the largest school of improvisation-based arts on the planet, with locations in Chicago, Toronto, and soon New York. Second City Works, the B2B side of Second City, has brought award-winning improvisation and audience-driven techniques to over 600 Fortune 1000 companies, challenging businesses seeking a more collaborative culture to innovate through development programs, original digital and video content, campaign consultation, private events, and more.

The Second City, the world’s premier comedy brand, focused on the mission of entertaining, inspiring, and transforming through courageous comedy is looking for a dynamic leader to serve as General Manager to oversee The Second City Toronto.

Based in Toronto, the GM will lead and manage all areas of The Second City Toronto business. Working in close coordination with the individual business leads and external partners, the GM will assume P&L responsibility and day-to-day management oversight of all aspects of theater operations and customer experience, the on-site Training Center, and the Second City Works corporate services business.

The GM will also be responsible for crafting and executing a marketing strategy to drive awareness and deliver on all sales, revenue and brand KPIs with the goal of maximizing the lifetime value of all customers across The Second City ecosystem.

This role is a pivotal position at The Second City as we look at the future growth of the company. A passionate and dedicated individual who is business-savvy, action-oriented, has an entrepreneurial mindset, and is team player is an absolute must.

Core responsibilities

  • P&L Responsibility for Toronto operations
  • Support creation of original resident shows for the Toronto professional stages, guiding the team and talent on market sensibility to ensure critical success
  • Hire and manage front of house staff including box office, greeters, etc.
  • Manage 3rd-party F&B partnership responsible for operating the on-site full-service restaurant and in-theater service to optimize sales and deliver best-in-class customer service, optimize check averages, decrease COGS, and maintain the highest overall guest satisfaction
  • Implement and oversee ticketing strategy to optimize sales and exceed customer expectations; includes tiered and dynamic pricing, show scheduling, group sales
  • Oversee official merch strategy, managing design, fulfillment and sales with 3rd-party vendor
  • Manage Training Center operations to ensure an excellent teacher and student experience and implement successful enrollment strategy
  • Create and execute event sales strategy for private parties, corporate events, etc.
  • Maintain excellent relationship with local media and conduct industry press nights for show openings and special events
  • Manage general building needs and maintenance

Direct and matrixed reports:

  • Customer Services and Audience Services Manager (i.e. Box Office, Group Sales, etc.)
  • Student Success Manager (Training Center retention)
  • Marketing Manager
  • Artistic Director of Stages
  • Artist Director of Training Center
  • Stage Producer(s)
  • Production Manager, Stages
  • Production Manager, Training Center
  • Facilities Manager

Additional Responsibilities and Duties

  • Overall responsibility for scheduling and workforce management, with a goal to operate the Second City facility as efficiently as possible
  • Train and develop local employees
  • Manage 3rd-party vendors and strategic partners
  • Respond to customer inquiries and complaints and develop corrective measures to consistently improve customer service
  • Maintain proper inventory levels of all supplies
  • Analyze financial reports; develop and implement strategic plans for areas needing improvement
  • Manage financial performance to budgets, focus on payroll, cash and receipts, productivity, food costs, and operating expenses
  • Monitor and report local market trends, competitive stance and opportunities
  • Maintain accurate and complete paperwork relating to permits, licenses, and corporate administration (in partnership with the VP Finance of Second City and other leaders)
  • Create and maintain a positive work environment, ensuring open communications

Requirements

  • 10+ years of experience driving revenue performance, growth and service excellence for well-established entertainment, theater, hospitality and/or sports organizations
  • Operational experience designing and improving processes that result in reduced costs, a higher quality customer experience, and greater yield
  • Record of accomplishment in creating and executing robust business growth strategies
  • Resilience and good professional judgment
  • Experience and capability to lead multiple teams across multiple business streams simultaneously
  • Excellent written and verbal communication skills
  • Ability to work evenings and weekends, and travel as necessary (primarily Chicago and Toronto)

We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our local community.

The Second City follows CDC guidelines and recommendations regarding safety measures to navigate the Covid-19 pandemic. To work at The Second City you must show proof of being fully vaccinated against SARS-CoV-2. Applicants with medical or religious exemptions will be considered.

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