senior director, visitor experience

2 weeks ago

Montreal, Quebec, Canada National Arts Centre Full time

Introducing the National Arts Centre
The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada. The NAC is located on the traditional, unceded, unsurrendered territory of the Anishinabe Algonquin Nation.

At the National Arts Centre, we believe the performing arts are vital to the human experience. A house of dreams for the Canadian performing arts, we work with artists and arts organizations from across this land to revitalize our sector.

Curious to learn more? Read our Strategic Plan, The Journey Ahead .

Equity, Diversity, Inclusion, Anti-Racism and Accessibility
We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.

The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches. When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success. The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities. We encourage you to self-identify in the recruitment process.

Job Number: J

Job Title: SENIOR DIRECTOR, VISITOR EXPERIENCE

As a member of the NAC's Senior Management Committee, the Senior Director, Visitor Experience, reports directly to the President and CEO. The Senior Director is accountable for ensuring that the NAC offers the highest quality of visitor experience that creates enduring positive memories, and for leading as Visitor Experience champion across the company, collaborating and enlisting the active engagement of multiple senior directors. At the NAC, we define visitors broadly in our goal to create a welcoming, diverse environment. Responsibilities include overseeing front of house customer-based departments which include the NAC's Box Office, our ushers and welcome centre team along with our volunteer program.
The incumbent is recognized as someone with a passion and commitment to providing unforgettable visitor experiences, an innovative and dynamic leader with a deep understanding of customer service, and demonstrated skills and experience managing large, complex teams. The ability to think strategically with a global, forward thinking view of long term objectives is essential. Experience will be drawn from working as a systems thinker who has delivered results in other cultural, entertainment, arts or hospitality environments that serve diverse populations, and where delivering a superior visitor experience is paramount.

Responsibilities include but are not limited to:

• Direct the operation of all visitor facing services of the Visitor Experience department;

• Develop and ensure implementation of a program of visitor services including box office sales, way finding and visitor feedback;

• Oversee Associate Director responsible for directing and organizing the services of the Box Office and the management of the NAC's ticketing systems and databases for the Programming and Marketing departments and rental programmes;

• Oversee Front of House Manager responsible for all front of house operations including ushers, welcome centre attendants and volunteers and develop quality service standards for all public-facing employees;

• Actively contribute and participate as an expert member of the senior management team in key decisions and in setting the direction of the overall NAC;

• Work with the NAC programming departments and audience engagement towards creating an overall NAC experience that is curated and thoughtful;

• Act as advocate for the CRM system by leading the CRM steering committee;

• Achieve a stable operational state for the newly implemented CRM Platform (Tessitura). Along with the CRM Sterring Committee, develop a strategic plan for advancing to the next phases of implementation;

• Contribute to the development of the NAC's strategic plan;

• Responsible for the development and implementation of policies, systems and quality standards consistent with the NAC's objectives;

• Responsible for resolving issues between departments who work in multi-purpose areas;

• Lead and / or participate in committees;

• Foster and maintain positive relationships and communication with internal and external clients;

• Manage the service contract for the Equator coffee shop.

Skill Requirements


• University degree and 5 years of progressively responsible experience in the cultural, entertainment, arts or hospitality field; equivalent experience will be considered;

• Highly developed leadership and management focus;

• Experience with Customer Relationship Management systems;

• A track record in making wise and timely decisions to achieve strategic goals;

• Strong analytical and strategic thinker that enjoys fast-paced, dynamic environments that require flexibility and a capability to adapt quickly to change;

• Experience working in a unionized environment;

• Exceptional interpersonal, managerial and organizational skills;

• Understanding of the sensitivity required when working in a creative environments;

• Knowledge of marketing techniques;

• Commitment to the mission and core values of the NAC and ability to model those values in service delivery and partnerships;

• An understanding of diverse and equity deserving communities;

• Demonstrated ability to inspire and empower individuals and enthusiasm for working collaboratively with a dedicated team;

• The seasoning and confidence to be credible at the senior level of the NAC;

• Superior language skills in English and French;

• Extensive customer service experience.

Who Can Apply

Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.

As part of NAC's interview process, in-person interviews may be required. Please ensure to have the most up-to-date information on your résumé including your current email address.

While we appreciate all applications, only those selected for an interview will be contacted by us.

The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities. If you require accommodation during the selection process, please inform us as soon as possible and we will make every effort to fulfill your accommodation request.

The successful candidate will be required to provide the original or a true certified copy of their education credentials as appropriate, along with proof of a valid Criminal Background Check as a condition of employment.

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