Audience Services Manager

Audience Services Manager

FULL TIME EMPLOYMENT

Join the hardworking and dedicated team delivering exciting arts and culture programs and activities to our community and beyond. Reporting to the Executive Director the Audience Services Manager will be accountable for supporting the operations of the Aurora Cultural Centre to realize the mission of the Aurora Cultural Centre (ACC) and support operational requirements of Aurora Town Square (Town-owned facility). The Audience Services Manager builds and implements audience services to ensure a safe and the highest quality customer service experience to patrons who attend ACC programs and rental client events at Aurora Town Square.

This full-time position requires the successful candidate to be available on a flexible schedule evenings and weekends to support Front of House Team and events as well as office administrative time Monday Friday from 8:30 4:30pm to connect with the rest of the team. It is expected that the role will become more of an administrative role once Aurora Town Square business is fully operational. The successful candidate will possess excellent communication and interpersonal skills have proven Front of House and volunteer management skills and be a generous and compassionate team member. They will be a key member to deliver on the Centres reputation for highest customer service quality. The Audience Services Manager will maintain strong relationships with Town facilities and operational staff as needed the rental clients patrons and volunteers.

At ACC we embrace everyones uniqueness and recognize the strength that lies in differences. We believe in the power of our collective potential and strive to achieve a more diverse inclusive and equitable workplace to empower and create opportunities for all. We welcome and encourage applications from all qualified candidates regardless of their gender age religion race ethnicity and nationality. Particularly equity deserving groups such as members of the Persons with Disabilities Black Indigenous other racialized candidates and/or candidates from the 2SLGBTQIA community and anyone who may contribute to the further diversification of the Aurora Cultural Centre. Together we unite and inspire all Canadians to influence and affect the future of our community through the arts.

Context and Summary

The Aurora Cultural Centre is the resident tenant of Aurora Town Squares Aurora Museum and Cultural Centre.

There are two main elements of this position.

Front of House: ACC has a robust performing arts program that hosts professional live performance events from September June. As an additional service to the Town we support rental clients who book Aurora Town Square and require technical and Front of House services. This position facilitates all Front of House requirements for both ACC and rental events.

1. Volunteers: As part of Front of House services and support of our operations we work with a diversity of volunteers who offer their services to participate at ushers ticket takers event support co-op placements administrative support education class support gallery program docents ambassadors in outreach events etc. This position recruits manages schedules and trains volunteers for positions required including all reporting requirements. You can find information about the program here: (Volunteer Page on Website) We have a complete volunteer handbook that meets the standards of Imagine Canada.

As with all positions at the Centre the Audience Services Manager will be required to be flexible punctual and possess excellent customer service skills. This position will require multi-tasking and liaising with various members of the staff team on a variety of projects.

Key Deliverables & Responsibilities

Front of House (FOH) Management

• Execute full FOH services for all Aurora Cultural Centre (ACC) events and third-party rentals including overseeing staffing lobby setup signage and patron management.
• Lead and train a team of part-time FOH staff and volunteers to maintain high standards of professionalism and customer service.
• Manage the visitor experience by overseeing pre-show and post-show lobby activations to ensure a welcoming environment.
• Develop operational documentation including FOH instructions for every activation and post-show reports to track trends and address issues promptly.
• Maintain and troubleshoot FOH technology and supplies including ticket scanners radios and staff wearables.
• Oversee revenue-generating activities such as merchandise sales for ACC and third-party rental events.

Volunteer Program Leadership

• Direct the full volunteer lifecycle including recruitment onboarding training and supervision for various roles such as ushers gallery docents and event support.
• Administrate the Volgistics platform to manage volunteer scheduling and reporting.
• Enhance the volunteer experience by updating orientation manuals and expanding engagement opportunities.

Event Coordination & Artist Hospitality

• Coordinate logistics and hospitality for special events fundraisers and concerts including bar and concession services.
• Serve as the primary liaison for visiting artists advancing hospitality riders coordinating backstage needs and collaborating with development staff on accommodation requirements.
• Manage kitchen inventory and coordinate equipment rentals for facility events.

Facility Liaison & Stakeholder Relations

• Act as the primary FOH contact for rental bookings conducting venue walk-throughs and attending monthly meetings with the Town of Aurora bookings team.
• Reconcile FOH labor hours for third-party activations to ensure accurate financial documentation and billing.
• Support donor and sponsor relations by planning and delivering pre-show receptions and appreciation events.

Health Safety & Compliance

• Ensure audience safety and accessibility during all activated events complying with municipal policies and emergency preparedness standards.
• Participate as an active member of the Joint Health & Safety Committee.

Required Certifications

Candidates must possess or be willing to obtain the following credentials to meet the safety and operational requirements of the role:

• Standard First Aid & CPR C
• Smart Serve
• Safe Food Handling
• Valid Vulnerable Sector Screening
• Joint Health & Safety Committee Member training

The staff of the Centre work in a team atmosphere and as such all employees of the Centre may be expected to step beyond what is regularly thought of as their own duties to assist members of the team as required

As with all roles at the Centre the successful candidate needs to be flexible punctual and possess excellent customer service skills. The successful candidate will be detail-oriented proven artistic programming skills in live performance be flexible in their ability to shift from one task to another and be a generous team member.

Education Skills and Experience

We recognize that candidates may not meet all the criteria listed in this posting. We encourage all those interested in this posting with a combination of relevant complementary experience and an interest in the arts to apply.

Education

Minimum 2-3 year post secondary education in an arts related field

Volunteer management training and implementation

Event management training and implementation

Experience

Minimum 3 years experience in a previous Front of House performing arts environment

Experience in volunteer-run settings required

Experience working directly in Front of House for events

Event coordination experience

Supervisory experience with hired staff

Experience working with and/or delegating tasks to event volunteers

Smart Serve and First Aid/CPR-C certified required

Skills

Enthusiasm creativity and strong organizational skills

Effective communication and interpersonal skills (written and verbal)

Sensitivity and diplomacy

Information presentation and delegation skills

Excellent customer service skills

Coaching

Ability to work in a setting individually and as part of an active team

Ability to maintain events as scheduled and fulfill demanding deadlines

Troubleshooting skills

Social Media skills an asset

POS system experience an asset

How will you create impact

By bringing fresh dynamic ideas to the table

By contributing to the team with a strong and thoughtful work ethic

By using your knowledge of customer service to help provide new ways to serve our patrons.

How will you fit into the team

Being outgoing and adaptable

Be a resilient and flexible personality as plans can change from day-to-day.

You are a consummate professional and can represent the Aurora Cultural Centre not just creatively but also in experience insight and attitude.

Salary:

The salary range for this position is $43000-$48000 per year plus a full benefits package. Upon successful completion of a 3-month probation period the successful candidate will also participate in a full suite of employee benefits including: group medical and dental benefits Life and AD & D LTD and STD benefits an Employee Assistance Program an optional employer RRSP contribution paid personal and vacation days paid time off for 14 recognized holidays and professional development opportunities.

Location:

In person at Aurora Town Square 50 Victoria Street Aurora Ontario

Additional information:

A criminal record search will be required of the successful candidate at their own expense that is acceptable to the Aurora Cultural Centre. We recognize that candidates may not meet all the criteria listed in this posting. We encourage all those interested in this posting with a combination of relevant technical experience and an interest in the arts to apply.

How to apply:

Apply online to Suzanne Haines Executive Director. No phone calls please.

We are committed to providing a workplace that is inclusive and accessible to you require accommodation during the staffing process please do not hesitate to contact us at or

We thank all applicants for their interest in joining our team and all responses will be held in strictest those selected for an interview will be contacted.

Applications deadline: May 29 2026; Applications will be reviewed and assess as received with interviews starting with those qualified candidates. Posting will remain open until filled. Apply early for best opportunity to be considered.

About the Aurora Cultural Centre

At the Aurora Cultural Centre we believe that arts culture and heritage can play a role in changing our world and our community. This is the fabric that deepens our understanding of our shared experience and creates a more compassionate society. Since 2010 the Centre has welcomed the community to create and participate in diverse experiences for all ages. We proudly program four vibrant gallery exhibition spaces a range of instructional classes for children teens and adults an eclectic live music series special family events and summer arts camps. Aurora Cultural Centre website