Customer Relations Manager

This is a Full Time Job

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
• Act as the primary Ticketing Lead for third-party and rental clients, managing external client relationships from a ticketing perspective, understanding their unique event requirements, and translating their business needs directly to the ticketing operations department.
• 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:

Team Management & Operations
• Oversee all hiring, training, scheduling, payroll , and day-to-day operations of the Box Office and Call Centre.
• Manage the creation and maintenance of all training manuals for the Box Office and Call Centre (Year-Round and TIFF Festival).
• Manage the creation and maintenance of visitor-facing communications , including TIFF Helps, pre-written email templates, and the Customer Relations inbox.
• Review and implement all ticketing policies as outlined by the Management team.
• Outline and communicate best ticketing and customer service practices to the team.
• Handle escalated visitor and rental client concerns (in person, over the phone, and in the Customer Relations inbox).
• Ensure Customer Relations emails and relevant social media channels are tended to on a daily basis.
• Oversee on-site ticketing execution for major rental events , ensuring front-of-house staff are briefed on client-specific protocols, guest lists, and VIP handling.

Client & Stakeholder Management
• Consult with third-party rental clients to determine their specific ticketing configurations, scaling, discount structures, and on-sale timelines, ensuring their business objectives are met.
• Manage the intake process for third-party clients , establishing clear deadlines for event builds, assets, and ticketing manifests to ensure smooth operational execution.
• Liaise directly with the ticketing operations department to build, test, and launch third-party events accurately based on client briefs.\
• Regularly liaise with internal stakeholders , ensuring proper communication flow in preparation for internal and third-party rental events.
• Attend weekly meetings , ensuring all necessary information is disseminated to Assistant Managers and part-time teams, and accurately shared with visitors.

Strategy, Systems & Finance
• Maintain a deep working knowledge of the ticketing system platform to accurately advise clients on capabilities, limitations, and best practices for their events.
• Annually set departmental goals , in conjunction with organizational objectives, while also ensuring that the Assistant Manager is actively working toward completing their personally set goals.
• Adhere to PCI compliance , ensuring the confidentiality of all Visitor and client information collected.
• Financial reconciliation including (but not limited to): safe audits, sales reporting, working within a budget, investigating and resolving complex financial discrepancies, and managing final ticketing settlements and data handovers for third-party clients to ensure accurate accounting.
• Perform other duties as required.

CONTRACT DATES OR START DATE:
• June 29, 2026

MINIMUM REQUIREMENTS:
• Experience: 3 years managing customer service, box office, and call centre operations; prior office administration experience required.
• Education: Degree or diploma in Business Administration, Marketing, or a related field preferred.
• Technical Skills: Advanced proficiency in ticketing systems (Ticketmaster Archtics/Host preferred), Google Workspace, and MS Office (Word/Excel).
• Financial Acumen: Proven experience in financial reconciliation, banking, accounting, and safe/float management.
• Leadership & Collaboration: Exceptional team performance management skills; experience working with unionized staff preferred.
• Communication: Excellent written and verbal skills with the ability to manage relationships with internal teams and external third-party stakeholders.
• Work Style: Detail-oriented, adaptable problem-solver who excels under pressure, meets tight deadlines, and is open to a flexible schedule (including evenings and weekends).

HOW TO SUBMIT & APPLICATION DEADLINE:
• All applications must be submitted online through TIFF’s Career Centre.
• Please upload your cover letter and resumé as one PDF, before the deadline of Monday, June 15th at 5:00pm

VACANCY:
• This job posting is for an existing vacancy

CLOSING:

We thank everyone who applies for their interest, but only candidates selected for an interview are contacted.

Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment Visas.

Please send any questions via e-mail only to careers@tiff.net.