Ticketing Services Manager

**Position Location**:
Performing Arts Centre, 250 St. Paul Street St. Catharines, ON, Canada, L2R 3M2

**Job Type**:
Full-time, permanent.

**Hours of Work**:
40 hours/week, less unpaid meal breaks. Monday through Friday. Evening and weekend hours required to accommodate business demands and position requirements.

**Salary Range/Wage**:
$65,000 to $75,000

**The _FirstOntario Performing Arts Centre (PAC) _is building a team committed to strengthening our understanding of, and our relationship with, our diverse public. We are looking for a customer focused, innovative, and collaborative ticketing services leader to take on the role of Ticketing Services Manager, a critical member of this team.**

**ABOUT THE PAC**

Opening our doors in 2015, the FirstOntario Performing Arts Centre (the PAC) is a 95,000 square foot arts and culture hub located in downtown St. Catharines, Ontario, serving the Greater Niagara region. The centre features 4 separate venues under one roof as well as an outdoor performance space, and is supported by a team of 25 full-time, and 40 part-time staff and over 100 volunteers. Events showcase music, dance, theatre, film, comedy, speakers, meetings, and community gatherings, ranging from 200-800-person capacity. Built as part of a downtown revitalization and cultural renaissance plan, the PAC has become a home to local arts groups and organizations throughout the Niagara region. The PAC is also in a rich, long-term programmatic and operating partnership with Brock University.

The PAC provides a platform to share the artist’s unique voice showcasing diverse stories, history and lived experiences. We believe that healthy communities are built through arts and cultural engagement and that our individual and collective identities are shaped through the stories told. We engage audiences across the Niagara Region by showcasing local, national, and international artists. We also engage youth through school programming and work with social service organizations to remove barriers for under-served community members to experience the arts. Our community partnerships are built with Equity, Diversity, Inclusion at the forefront: partnerships with Brock University and various community organizations support work with local Black, Indigenous, Racialized and 2SLQBTQQIA+ artists.

Our mandate includes being a presenter and curator of live performing arts and entertainment, an economic driver for our City and region, and providing a vital support network for Niagara artists and arts organizations.

***

The Ticketing Services Manager is responsible for managing the day-to-day operation of PAC’s Box Office. This position is tasked with overseeing and coordinating all work performed by ticketing services team members and ensuring an unparalleled customer experience for both audiences and rental clients.

Through innovation, education, and experimentation with different aspects of ticketing and sales services, the Ticketing Services Manager will enhance the PAC’s relationship with the public by improving organisational responsiveness and competitiveness. To augment this process, it is essential that the Ticketing Services Manager collaborate both within and across departments to ensure the effective capture, collection and sharing of strategic ticketing data and customer information to align strategies and support the successful execution of events.

To be successful in this position, the Ticketing Services Manager must be a self-driven, analytic, and technologically adept.

**KEY RESPONSIBILITIES**
- Ticketing & Customer Services _
- Create and sustain a service culture within the Ticketing Services Department.
- Oversee the management of ticketing and customer relationship management software.
- Work with event promoters, partners, and in-house presenting department to build, edit, and manage events, pricing, and reporting activities in all ticket sales channels, including alternate revenue sources.
- Efficiently manage ticketing services budgets to help meet budgeted goals.
- Keep abreast of the latest ticket system capabilities, industry best practices and pertinent legislation.
- Oversee all technical/technological aspects of the Ticketing Services Department.
- Managing Ticketing Services Team_
- Directly manage and oversee the work of all ticketing services team to ensure efficiency and effectiveness with regard to ticket sales, distribution, and customer/client services.
- Hire, train, schedule, develop, evaluate, and coach the team, always promoting a safe, inclusive, creative, and results-oriented workplace culture.
- Ensure compliance with all relevant policies, procedures, legislation, and regulations.
- Internal and External Contact Collaboration & Reporting _
- Support and work collaboratively with the Marketing and Communications Manager to drive ticket sales, promote audience growth, and identify new revenue streams.
- Provide consistent communication about event information.
- Perfor