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About the Role

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 customers, clients, ensuring their satisfaction and loyalty.

Responsibilities

• 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.
• 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.
• 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.
• Perform financial reconciliation including 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.

Requirements

• 3+ years managing customer service, box office, and call centre operations.
• Prior office administration experience required.
• Proven experience in financial reconciliation, banking, accounting, and safe/float management.
• Experience working with unionized staff preferred.
• Detail-oriented, adaptable problem-solver who excels under pressure, meets tight deadlines, and is open to a flexible schedule (including evenings and weekends).
• Candidates must be legally able to work in Canada at this time.
• TIFF regrets that it is unable to sponsor employment Visas.

Skills

• Advanced proficiency in ticketing systems (Ticketmaster Archtics/Host preferred)
• Google Workspace
• MS Office (Word/Excel)
• Exceptional team performance management skills
• Excellent written and verbal skills with the ability to manage relationships with internal teams and external third-party stakeholders.

Location

• Toronto, Ontario, Canada

Work Type

• Permanent
• Full-time

Education Level

• Degree or diploma in Business Administration, Marketing, or a related field preferred.

About the Company

• TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Lightbox. Our mission: To transform the way people see the world, through film.
• TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.
• TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

Equal Opportunity

• TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential.
• As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities.
• 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.