Manager, Customer Relations

2 weeks ago

Toronto, Canada TORONTO INTERNATIONAL FILM FESTIVAL Full time

**MANAGER, CUSTOMER RELATIONS**

**Manager, Customer Relations**

**Permanent**

**Full-time**

**Visitor Experience Operations**

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.

We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

We are currently hiring for the position of:
**Manager, Customer Relations**

Reporting to the Senior Manager, Ticketing & Customer Relations, the Manager, Customer Relations is responsible for overseeing the day-to-day operation of the Box Office and Call Centre, ensuring Customer Relations staff consistently deliver exceptional service and support to our customers, clients, ensuring their satisfaction and loyalty

Primary responsibilities include:
**Operations**:
- Overseeing the day-to-day operation of the Box Office and Call Centre, ensuring Customer Relations staff consistently deliver exceptional service and support to our customers, clients, ensuring their satisfaction and loyalty
- Serve as the primary point of contact for customer inquiries and feedback
- Collaborate with cross-functional teams to address customer needs and drive product/service improvements
**Protocol and Messaging**- Review and approve all public-facing collateral, ensuring consistency and clarity for TIFF’s audiences
- Lead Org-wide Customer Relations protocols and best practices
- **Reporting**:
- Generate regular reports and presentations that:Highlight key insights, trends, and opportunities for improvement in customer satisfaction and retention
-Outline staffing costs
- **Training and Development**:
- Establish, document, train, and maintain departmental policies and procedures while continuing to uphold the organization's wide service strategic plans**RESPONSIBILITIES**:
Shall include but not be limited to:
Oversee all hiring, training, scheduling, payroll and day-to-day operations of Box Office and Call Centre-
- Managing the creation and maintenance of all training manuals for Box Office and Call Centre (Year-Round and TIFF Festival)Review and implement all ticketing policies as outlined by their Management team-
- Outline and communicate best ticketing and customer service practices to their team-
- Handling escalated visitor concerns (in person, over the phone and in the Customer Relations inbox)Annually set departmental goals, in conjunction with organizational objectives, while also ensuring that Assistant Manager is actively working toward completing their personally set goals-
- Adhere to PCI compliance; ensuring the confidentiality of all Visitor information collected-
- Financial reconciliation including (but not limited to): safe audits, sales reporting, working within a budget, investigating and resolving complex financial discrepancies, ensuring accurate accounting and data collection-
- Attend weekly meetings, ensuring all necessary information is disseminated to Assistant Managers and part-time teams, and accurately shared with visitors-
- Regularly liaise with internal stakeholders, ensuring proper communication flow in preparation for events-
- Perform other duties as required**CONTRACT DATES OR START DATE**:
- June 10, 2024**MINIMUM REQUIREMENTS**:
- Minimum 3 years customer service, box office, and call centre experience in a Managerial role-
- Bachelor's degree or Diploma in Business Administration, Marketing, or related field is preferred-
- Familiarity working with unionized workers is preferred-
- Advanced Google Workspace skills, including Gmail, Drive, Sheets, Slides and Forms-
- Advanced Microsoft Office skills, including Word and Excel-
- Advanced experience using event ticketing systems. (Ticketmaster products such as Archtics and Host are preferred)-
- Experience with the reconciliation of financials, banking, accounting, safe/float management-
- Detail-oriented with a focus on delivering high-quality work under tight deadlines-
- Previous office administration experience-
- Willingness to learn and a positive attitude-
- Exceptional people and performance management skills-
- Problem solving and critical thinking capabilities-
- Ability to work calmly under pressure and meet deadlines-
- Adaptable to a flexible work schedule including some evenings and weekends-
- Excellent communication (verbal and written) and inte

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