Manager of Customer Relations

3 weeks ago

Halifax, Canada Discoverycentre Full time

**Manager of Customer Relations (Maternity Leave Term)**:
**Department**:Sales and Marketing
**Supervisor**:Director, of Marketing & Communications
**Position Category**: Maternity Leave Term
**Term Dates**:One year term starting January 2023

***:
Reporting to the Director of Marketing & Sales, the **Manager of Customer Relations** position manages all customer communication and bookings for the Discovery Centre to achieve maximum efficiency, create consistency, and provide superior customer service. The Manager of Customer Relations is also responsible for sales outreach to potential groups and manages front desk staff and operations.

**BOOKINGS RESPONSIBILITIES**:

- Together with education and marketing departments, coordinates program logistics for bookings and registrations.
- Supervises and supports bookings of all programs including customer communication, date selection, scheduling, calendar management, and invoicing.
- Provides pro-active sales outreach to potential group bookings.
- Executes programming agreements with external partnerships including professional client communication.
- Manages customer relations team members.
- Manages reservation and booking systems, and calendars.
- Maintains excellent communication with internal team on bookings including arrivals/departures, scheduling, and updates.
- Maintains an active database of contacts including teachers, and science educators.
- Stays current with all internal activities including, educational & public programs, exhibits, birthday parties & corporate packages, special events, etc., and is completely conversant in all pertinent details such as dates, times, costs, and requirements.

**CUSTOMER SERVICE RESPONSIBILITIES**:

- Lead the front desk operation through management of the Front Desk and Discovery Shop team.
- Manage recruitment, onboarding, training, scheduling, and evaluation of all front desk staff.
- Manage member customer database, renewals and customer service.
- Maintain the POS system identifying changes or necessary upgrades.
- Together with Director Marketing & Sales and Retail Customer Service Specialist manage the Discovery Shop product selection and promotions.
- Although not maintaining a regular front desk shift, the Manager of Customer Relations may be required to provide occasional backup when necessary.

**QUALIFICATIONS AND EXPERIENCE**:

- Relevant post-secondary degree
- A minimum of three years’ experience in a customer service management role
- Superior organizational and communications skills
- Excellent customer service
- Organized and detail oriented
- Able to work with mínimal supervision
- Effective oral and written communication skills
- Financial accountability and reporting
- Able to maintain calm demeanor under pressure
- Able to work in a collaborative team environment
- Creative and responsive in problem solving situations
- Adaptable to changing conditions in the workplace
- Bilingual preferred (French/English)

**SCHEDULE AND WORK ENVIRONMENT**:
This position is located primarily in the admin office for 35 hours a week, **Monday-Friday** plus evening and weekend hours as required.

**APPLICATION**:

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