Administration (One Opportunity Available)

Position: Client Services Manager Location: Imperial Theatre, Saint John, NB Reports to: Director of Operations & Finance Job type: Full-Time Compensation: Salary Range $47,500 – 52,500 annually Comprehensive Health Benefits Vacation – Starting at 10 days / year   Organization:   Imperial Theatre is a vibrant cultural landmark dedicated to bringing exceptional performing arts experiences to the Fundy Region. As a proud equal opportunity employer, we are committed to fostering an inclusive environment that welcomes and serves everyone in our diverse community.   Our Mission Statement: We enrich, engage and inspire our community through the performing arts. Position Overview:   Imperial Theatre is seeking a highly organized, customer service driven Client Services Manager to lead our box office operations and client services. This pivotal role is responsible for managing the box office team, delivering excellent patron service, supporting rental clients, and overseeing ticketing processes. The successful candidate will dedicate part of their week to preparing and issuing rental contracts and will serve as the primary liaison for rental clients.   The Box Office Manager will oversee a team of 4-8 full-time and part-time box office staff and report directly to the Director of Operations & Finance. This position is required to work evenings and weekends.   Key Responsibilities include but are not limited to:    Department Leadership:     Recruit, train, schedule, and manage box office staff   Ensure adherence to all box office policies and ticketing procedures   Attend weekly departmental meetings and collaborate with other teams across the organization   Analyze and report on daily, monthly, and annual ticket sales data   Prepare and manage the annual box office budget   Collaborate with other departments to ensure seamless client services   Rental Client Services:     Prepare, issue, and manage contracts and estimates for rental clients   Ensure timely receipt of insurance documents, deposits, and required forms   Maintain and monitor the rental calendar, including availability, holds, and resolving date conflicts   Communicate with rental clients regarding ticketing, promotions, and presale details   Provide exceptional customer service with in-depth knowledge of the theatre, its events, and facilities     Ticketing Operations:     Provide primary support for box office staff including phone queue management, patron assistance, and order processing   Manage comprehensive ticketing tasks such as setup, inventory control, pricing structures, seating holds, and reporting   Conduct daily reconciliation of cash and credit transactions and prepare bank deposits   Work box office shifts independently or alongside another associate     The Ideal Candidate:   The successful candidate must be able to balance excellent customer service with effective HR management, leading to satisfied clients and a well-supported, motivated team.   Strong Communication Skills: Ability to clearly and empathetically communicate with clients, team members, and stakeholders both verbally and in writing.   Leadership and Team Management: Capability to lead, motivate, and manage a team effectively, fostering a positive and productive work environment.   Customer-Centric Mindset: Deep commitment to delivering exceptional customer service and ensuring client satisfaction.   Emotional Intelligence: Sensitivity to customer and employee needs, with the ability to manage interpersonal relationships judiciously and empathetically.   Problem-Solving Ability: Skilled at identifying issues quickly, providing solutions, and handling conflicts constructively.   Organizational Skills: Strong ability to manage multiple tasks, schedules, and priorities efficiently.   Adaptability and Flexibility: Comfortable adapting to changing customer demands, team dynamics, and organizational needs.   HR Knowledge: Understanding of HR practices, including recruitment, onboarding, training, employee relations, and performance management.   Cultural Competency and Inclusivity: Commitment to diversity, equity, and inclusive service practices that respect all clients and staff.   Attention to Detail: Thoroughness in managing contracts, client records, and service delivery processes to ensure accuracy and compliance.   Technology Proficiency: Ability to use CRM systems, customer service software, and HR information systems effectively.   Conflict Resolution: Skilled in mediating disputes and handling difficult situations diplomatically and professionally.   Qualifications:   Post-secondary education or equivalent professional experience in arts administration, marketing, communications, or a related field     A minimum of 5 years’ experience in customer service, ideally within ticket sales, live entertainment, hospitality, or tourism     Proven team leadership experience with strong interpersonal and team management skills     Exceptional organizational and customer service skills     Excellent written, oral, and interpersonal communication abilities     High accuracy, problem-solving aptitude, and ability to remain composed under pressure     Advanced computer proficiency including experience with complex databases     Knowledge of the non-profit arts sector is an asset     Familiarity with Spektrix or other CRM/ticketing software is advantageous     Please note that only candidates being interviewed will be contacted.  No walk-in meetings or phone calls.   PDF of Job Description Available Here: