Audience Services Manager

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Audience Services Manager

One Yellow Rabbit is seeking an enthusiastic and experienced team player to fill the contract position of audience services manager for their 37th annual High Performance Rodeo, Calgary’s International Festival of the Arts.

A key member of the High Performance Rodeo team, and reporting to the producer, the audience services manager oversees the festival’s box office and front-of-house operations to provide exceptional customer experience. With responsibilities before, during and after the festival, the audience services manager leads a team of approximately 20 front-of-house (FOH) and box office staff, and works alongside an administrative assistant / ticketing coordinator during the festival and works closely with our volunteers.

Contract Fee: $13,000 (approximate, and will be based on the actual start date if different from below)
Contract dates:
Part time hours (estimated at 0.50 FTE) starting October 11, 2022.
Full time hours (estimated at 1.00 FTE) starting December 5, 2022.
Festival hours from January 16 to February 5, 2023
Part time wrap up hours from February 6
Contract ends February 17, 2023.

NOTE: This position will be filled when an appropriate candidate is found, and the start date is flexible.

Anticipated Hours: This contract position is based on a full-time equivalency (FTE) of 44 hours per week with some extended hours required during the festival dates in 2023. It is an expectation of all applicants that they be available for full-time festival hours, including evenings and weekends.

Key Accountabilities:

  • Support the administrative assistant (and marketing and communications director) in regards to ticket builds and Tessitura operations.
  • Contribute to the staffing and operations plan for all audience services deliverables including but not limited to volunteer schedule, FOH and venue security plan, health and safety measures and digital ticketing systems.
  • Manage daily operations of the festival box office, venue box offices and front of house for all High Performance Rodeo venues.
  • Work closely with fellow festival team members to ensure the best available standards of hospitality, access and inclusiveness for audiences at the festival.
  • Provide front-line customer service including ticket sales in person and over the phone, responding to patron queries, troubleshooting and resolving patron complaints when needed.
  • Lead the recruitment, scheduling and supervision of casual box office and FOH staff for all High Performance Rodeo events, including training as needed.
  • Coordinate HPR satellite box office locations at venues across downtown Calgary.
  • Coordinate and distribute box office kits for satellite venues.
  • Establish and build a group sales clientele, including sourcing, contacting, arranging and maintaining all aspects of group sales.
  • Attend HPR team meetings, and contribute to pre-festival planning.
  • Create weekly ticket sales reports for HPR Team.
  • Create final sales reports for HPR.
  • Work with OYR’s business manager to manage cash floats for all HPR venues.
  • Attend monthly Tessitura User Group meetings.
  • Liaise with Arts Commons box office.
  • Manage invitation lists for openings and receptions.
  • In coordination with the festival team, coordinate Artist Pass distribution.
  • Other box office, front of house and administrative duties as required.

We are seeking a candidate who has:

  • Experience as a supervisor and/or hiring manager leading a team of staff and volunteers.
  • A background in ticket sales and digital ticketing platforms. Familiarity with Tessitura Network is considered as asset.
  • A passion for building community; supporting an inclusive environment for all festival patrons, artists, staff and volunteers.
  • A strong background in performing arts, festivals and/or live events. Those with relevant experience from other fields are encouraged to apply.
  • A proven background in managing front of house operations.
  • A valid driver’s license will be considered an asset, as the ability to drive a rental vehicle and/or access to a vehicle for use during the festival.

The High Performance Rodeo is committed to employment equity and diversity, and encourage applications from all interested individuals. We invite, but do not require members of equity-seeking groups to self-identify. We can provide training in certain aspects of the position, and want to support the right candidate to be successful in this contract role.

To apply for this position please email the following materials to info@oyr.org by Friday, September 30 at 5pm with the subject heading AUDIENCE SERVICES MANAGER HPR2023:

  • A cover letter detailing your interest in the position addressed to Oliver Armstrong, Producer.
  • A resume that highlights your relevant experience.
  • Two references with current contact information.

We thank everyone who applies for their interest, but only those candidates offered an interview will be contacted.

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