Massey Theatre/ Eighth & Eight Creative Spaces Head of Ticketing

The position is responsible for ticketing operations, client care and systems. They oversee activities to ensure the financially effective and customer service-oriented operations of the ticketing and registration activities Eighth & Eight Creative Spaces (Massey Theatre Complex, New Westminster, BC) and affiliated offsite facilities such as Anvil Theatre. Manages all elements of the ticketing operations of over 300 special events, courses and activities at the two to three varying theatre spaces as well as studios and large gathering spaces, including the daily of the ticket office and online sales platforms.

We work in a highly customer service-oriented industry, which involves a variety of clients and patrons who are sometimes demanding. Must constantly meet tight deadlines. Workload is fast-paced, frequently heavy and working environment at times stressful. The position is supported by the larger leadership team and works closely with the Guest Services Coordinator.

The candidate will be familiar with professional and community arts and arts audiences in Metro Vancouver. They should know their way around the technologies and scheduling systems required to keep a hectic schedule flowing smoothly. They will bring experience working with diverse communities and be motivated to encourage community participation in the arts and culture, to express what is happening and enthusiastically share it with the public. They will have an organized and solutions oriented spirit as well as a compassionate and sociable nature.

RESPONSIBILITIES

The successful candidate will work with a highly skilled senior staff including the Performing Arts Programming Director, Marketing and Communications Director, Operational and Administrative Director, Indigenous Cultural Development Director, Technical Department and Guest Services heads. They will report to the Operational and Administrative Director. The position will:

TICKETING

• Work with the facilities and programming teams to coordinate ticket and registration booking for the many Cultural Programming, Rentals & Special Events which take place throughout the spaces in and outside Eighth and Eight Creative Spaces (Massey Theatre Complex) and Anvil Theatre.
• Duties include: liaising with internal and external activity organizers and staff teams, event set up in software and online platforms, securing necessary authorizations and approvals, maintaining records and completing all administrative functions related to related sales and
• Establish and implement ticketing service norms and communicate them effectively including: pricing and scaling of the house, event settlements, setting up of new seasons/events in the system, setting up seat maps, sales procedures, handling consignments, assigning event tasks and generating ticketing and financial reports for clients to meet financial goals
• Oversee staffing levels and scheduling, training of support staff and maintaining staff performance and attendance records. The Head’s work schedule will balance the priorities of administrative and client work with on-site coverage for key events
• Work in a team environment to ensure client care is consistently excellent and proactive
• Communicate with all staff, artists, users and the public to provide accurate and relevant information and ensure smooth execution of organizational
• Ensure strategies and processes are in place for effective ticket sales through all avenues
• Research and analyze trends and new developments in ticketing and ticketing systems by attending relevant seminars, conferences and maintaining membership in industry-related associations
• Develop innovative ticketing/subscription campaigns and advises the Marketing and Programming departments so that ticket campaigns can be integrated into overall marketing strategy
• In conjunction with the Marketing department, develop and implement strategies for the membership program
• Manage and provide contact lists and information on marketing and patron data, target audiences, buying trends, sales projections and other research and statistics based on organizational needs for the Marketing and Programming departments
• Ensure reporting to clients and staff teams is timely and consistently including pricing and scaling of the house, event settlements, setting up of new seasons/events in the system, setting up seat maps, sales procedures, handling consignments, assigning event tasks and generating ticketing and financial reports for clients to meet financial goals
• Acts as a resource for internal departments and external clients

SYSTEMS MANAGEMENT

• Oversees the general business planning and implementation regarding ticketing technology and systems required to maintain ticket operations and competitiveness
• Recognizes new developments in ticket systems technology and anticipates organizational Ascertains financial viability of possible options.
• Reports on long-term needs for ticket systems and plans strategy for developing processes
• Manages access control systems (i.e. point-of-entry bar-coding system, ticket scanners, )
• Establishes and manages strategies for patron database development while ensuring the compliance with Canadian privacy regulations
• Manages and directs troubleshooting activities when ticketing, access control and patron database systems problems occur

FINANCIAL MANAGEMENT

• Ensures fiscal accountability for the functional area
• Acts as a resource and creates reports to further the goals of the organization’s development
• activities
• Creates and develops ticketing and reporting systems for the financial management team
• Oversees the auditing and reconciling of all event ticket sales ensuring financial accuracy and fiscal
• Ensures effective control procedures are implemented and adhered to for cash and other payment
• handling and reporting is clear and
• Contributes to annual updating of policies, fees and

CUSTOMER SERVICE

• Ensures exemplary customer service is provided by staff at all times to accommodate the needs of
• subscribers and patrons
• Ensures appropriate staffing levels to maximize customer service in order to provide operational cost-efficiency and revenue generation
• Identifies opportunities to improve services, make recommendations and implement necessary changes
• Resolves major patron issues and helps secure long-term relationships with patrons
• Maintains positive, open lines of communication with promoters/internal and external clients and staff with respect to ticketing issues

QUALIFICATIONS

• Minimum of 3 years of experience in both client and customer care, financial accountability, or an equivalent of education and experience in computerized ticket office or ticket
• Knowledge of Theatre Manager system or equivalent ticketing
• Experience dealing with diverse needs of varied user groups (including producers, promoters, performing arts managers and ticket industry managers).
• Experience in arts environment and in dealing with financial aspects of the performing arts including event
• Familiarity and experience with training, scheduling and routine oversight of staff
• Exceptional interpersonal, sales and customer service
• Effective oral and written communication
• Conflict resolution
• Ability to influence and build
• Familiarity with accounting procedures, database programming and data collection
• Ability to work in a complex and demanding service environment with a high level of attention to Ability to meet multiple/stringent deadlines.
• Ability to exercise confidentiality, discretion and
• Must possess excellent computer hardware and software
• Ability to work in a team environment as well as
• Ability to balance venue, promoters’, producers’ and public needs and
• Ability to work flexible hours if
• Willingness to help out with other duties during slow ticketing periods to support the overall goals of the organization

WORKING CONDITIONS

• This position typically operates in an office environment as well as on site during some
• Hours of work: Full time, 37.5 5 hours per week
• Days of work: Typically Tuesday through Saturday however flexible depending on event schedule

REMUNERATION- $45,850 per year plus a comprehensive benefits package

• Six month probationary period
• Benefits – Extended Health, Dental, LTD, Life Insurance, Matching 3% RRSP contribution
• Vacation – starting with 3 weeks, after 5 years 4 weeks

COMMITMENT TO EQUITY AND INCLUSION

Eighth and Eight / Massey Theatre Society exists and operates on the unceded traditional territories of Hul’qumi’num speaking Coast Salish peoples of Qayqayt, Musqueam, Kwantlen, Kwikwetlem and Katzie. We are committed to providing access to the space to those peoples and to contributing to their efforts toward cultural resurgence through our work. Consultation and direct employment of Indigenous people is a priority in these and other efforts. The Society is influenced by, and of service to, a broad range of communities, world views, ways of working and lived experiences. With conscious intention we are seeking a candidate whose identity may not have been equitably included in our organization, or the professional artistic sector historically.

We encourage applicants to articulate their personal connections and perspectives, in relation to systemic barriers, so that we may advance creating a more equitable and inclusive workplace.

APPLICATION PROCESS

Applicants are required to submit a professional resume and a maximum one page letter expressing their interest. Candidates should describe their related skills, experience and special qualities and characteristics that will add to the selection committee’s understanding of their qualifications.

References may be submitted at the time of application, or it is acceptable that they be added upon request.

Executive Director –Jessica Schneider, and associates will identify candidates to be interviewed. We will endeavour to complete shortly thereafter. The position will start as soon as possible.

Application Deadline: April 3, 2022 at midnight

Submit Applications via email to: Jessica@masseytheatre.com