Posted by Harbourfront Centre
Harbourfront Centre is an innovative non-profit cultural organization renowned for being a beloved 10-acre community campus for arts, culture, and learning at the heart of Toronto’s waterfront! With events and activities for a diverse public that enliven, educate and entertain, we welcome visitors year-round, passionately dedicated to nurturing creativity, fostering connection and bringing learning to life.
We are currently looking to bring on board a motivating, forward thinking, and dynamic Audience Experience Coordinator to manage and direct all activities related to ticketing, customer communication, and, the delivery of exemplary service experience for a diverse audience.
Position Title: Audience Experience Coordinator
Department: Event Operations & Experience – Audience Experience
Reporting to: Manager, Audience Experience
Type of Employment: Full Time, 35 hours per week
Vacancies: 1
Compensation: $45,000 – $50,000 annual salary, plus a comprehensive benefits package
Location: At our waterfront campus in downtown Toronto
Summary of Function
The Audience Experience Coordinator is responsible for supporting all ticketing tasks and activities relating to ticketed events including client intake meetings, building, maintaining and updating events in theTessitura Ticketing system, building and maintaining marketing pages, assembling and distributing event information to relevant parties, processing complimentary, consignment and special ticket requests and more! This role also provides direct support to the Audience Experience department by helping to supervise Harbourfront Centre’s Call Centre and Information Desk programs, assisting in the development, training and coaching of the Audience Experience Representative customer service team, and providing resolutions to customer service escalations when required.
Duties
- Support all ticketing tasks and activities relating to assigned events, including, but not limited to: client intake meetings, building, maintaining and updating events in Tessitura Ticketing system; building and maintaining marketing pages, assembling and distributing event information to relevant parties; liaising with clients and internal staff; processing complimentary, school group (TDSB), consignment and special ticket requests, setting up automated reporting, preparing final settlements, mailing lists, and event evaluations.
- Ensure the efficient ticket management of events, seating for all company guest lists, VIP seating and special RSVP’s.
- Build promotional offers, discounts for marketing initiatives as required, ensuring they are implemented with industry standard and effectiveness.
- Work with Planning and Production to coordinate ticketed rental events from the contracting stage through end of event settlement, including seating plans, pricing, and marketing/website details.
- Work with Marketing/Digital to Update rental events digital content and regularly check on their status to ensure accurate communication on website event pages.
- Collaborate with clients, promoters, internal departments (marketing, digital, programming, Audience Experience) and ensure that all ticketing information is correct and disseminated to all parties effectively.
- Provide ticketing audits for performances, interpret data, metrics and historical references, and provide researched analysis of results.
- Regularly monitor the department’s email inboxes (tickets@harbourfrontcentre.com & info@ harbourfrontcentre.com).
- Maintain informational tools via internal website (Microsoft SharePoint) to assist in communicating critical event information to Audience Experience staff, empowering them to provide the best service possible.
- Assist in the training, development and supervision of Call Centre & Information Desk staff, including the activities of the Audience Experience Reps at the satellite Box Offices.
- Manage any customer service issues and escalations that may arise.
- Occasionally support the Digital Ticketing Coordinator to build events on ticketing platform for Call Centre and Web Sales.
- Represent the Visitor Experience team at event planning and production meetings as required.
- Assist the Front of House team with ushering duties where required.
- Assist with similar or other duties as assigned.
Requirements
- Excellent working knowledge of ticketing systems (front and back end). Experience with Tessitura is ideal.
- Experience working with Auto-attendant Call Centre systems. Experience working with Bell On-Demand Call Centre platform is ideal.
- Experience in supervising and directing staff in delivering a high quality service experience.
- Experience in a ticketing, box office or Front of House role is desirable and preferred.
- Excellent organizational skills, ability to multi-task and manage multiple projects simultaneously, and impeccable attention to details.
- A strong collaborative and team player mindset. · Excellent communication skills.
- A demonstrable track record of problem solving in a high-pressure environment.
- Proficiency in Office 365 Suite, particularly in Excel.
- Flexibility and availability to work evening and weekend shifts during events, as required.
- Must be legally eligible to work in Canada. Non-Canadian applicants must have a valid employment Visa and proper documentation authorizing their ability to work in Canada
- This role is based in Toronto. While there are occasional remote work from home opportunities, the candidate must be able to work on site at our lakeside campus as required.
Our Values
At Harbourfront Centre, our values—Open, Brave, Rigorous, and Kind—reflect our commitment to inclusivity, imaginative risk-taking, excellence, and respect, ensuring enriching experiences for all.
How To Apply
Harbourfront Centre values and is committed to diversity and inclusiveness in our teams, creative communities, programmes and services. We invite qualified applicants from all backgrounds to apply. Acceptable applications must include a current resume and a cover letter indicating why you wish to join the team and how you meet the criteria of what we are seeking.
To apply, please submit your candidacy to jobs@harbourfrontcentre.com by no later than May 9, 2025. Please quote Audience Experience Coordinator in the subject line of your application.
We thank all applicants for their interest, however, only those being considered for an interview will be contacted. Suitable accommodations will be available upon request during the hiring process.