Manager, Customer Relations

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
• 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)
• Manage the creation and maintenance of visitor-facing communications, including TIFF Helps, pre-written email templates and Customer Relations inbox
• 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)
• Ensure Customer Relations emails and relevant social media channels are tended to on a daily basis
• 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 interpersonal skills, with the ability to interact effectively with customers and internal and external stakeholders

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, May 20 th at 5:00pm

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.


If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net or 416-599-8433 x2013. We strive to provide reasonable accommodations whenever requested.