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    senior director, visitor experience - Ottawa, ON, Canada - National Arts Centre

    National Arts Centre
    National Arts Centre Ottawa, ON, Canada

    2 weeks ago

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    Description
    Introducing the National Arts Centre
    The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts.

    The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada.

    At the National Arts Centre, we believe the performing arts are vital to the human experience. Equity, Diversity, Inclusion, Anti-Racism and Accessibility

    We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.

    The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches.

    When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success.

    The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities.


    Job Title:
    SENIOR DIRECTOR, VISITOR EXPERIENCE

    As a member of the NAC's Senior Management Committee, the Senior Director, Visitor Experience, reports directly to the President and CEO.

    The Senior Director is accountable for ensuring that the NAC offers the highest quality of visitor experience that creates enduring positive memories, and for leading as Visitor Experience champion across the company, collaborating and enlisting the active engagement of multiple senior directors.

    Responsibilities include overseeing front of house customer-based departments which include the NAC's Box Office, our ushers and welcome centre team along with our volunteer program.

    The incumbent is recognized as someone with a passion and commitment to providing unforgettable visitor experiences, an innovative and dynamic leader with a deep understanding of customer service, and demonstrated skills and experience managing large, complex teams.

    Experience will be drawn from working as a systems thinker who has delivered results in other cultural, entertainment, arts or hospitality environments that serve diverse populations, and where delivering a superior visitor experience is paramount.

    Develop and ensure implementation of a program of visitor services including box office sales, way finding and visitor feedback;


    • Oversee Associate Director responsible for directing and organizing the services of the Box Office and the management of the NAC's ticketing systems and databases for the Programming and Marketing departments and rental programmes;
    • Oversee Front of House Manager responsible for all front of house operations including ushers, welcome centre attendants and volunteers and develop quality service standards for all public-facing employees;
    • Actively contribute and participate as an expert member of the senior management team in key decisions and in setting the direction of the overall NAC;
    • Act as advocate for the CRM system by leading the CRM steering committee;
    • Achieve a stable operational state for the newly implemented CRM Platform (Tessitura). Along with the CRM Sterring Committee, develop a strategic plan for advancing to the next phases of implementation;
    • Responsible for the development and implementation of policies, systems and quality standards consistent with the NAC's objectives;
    • Manage the service contract for the Equator coffee shop. University degree and 5 years of progressively responsible experience in the cultural, entertainment, arts or hospitality field; Highly developed leadership and management focus;
    • Experience with Customer Relationship Management systems;
    • Understanding of the sensitivity required when working in a creative environments;
    • Knowledge of marketing techniques;
    • An understanding of diverse and equity deserving communities;
    • The seasoning and confidence to be credible at the senior level of the NAC;
    • Superior language skills in English and French;
    • The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities.
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