Job Posting: Patron Services Manager, Factory Theatre


Factory Theatre seeks an enthusiastic and extroverted ticketing professional and Patron Services Manager who is up for the challenge of changing the face of Factory Theatre’s box office and patron services. This will be a full-time permanent position beginning in January 2011 (three-week vacation and benefit package included). This position requires a professional arts administrator with computerized ticketing experience in a subscription environment (preference to those with TIXHUB experience), who is dedicated to customer care and has a keen interest in the promotion and exhibition of Canadian theatre to Toronto audiences.

Reporting to the Managing Director and working collaboratively with a marketing and audience development team, the primary area of responsibility for this position is the overall operation and management of organization’s patron relations, focusing on management of TIXHUB box office system and client data, resulting in a welcoming, efficient and personable experience for our audiences.

Specifically, this position has the following objectives:

  • To build, develop and provide user-friendly ticketing and support services to Factory patrons
  • To improve patron services through dedicated attention to customer care, staff training,  streamlining ticket purchasing and passholder reservations and increased front-line efficiency of box office services.
  • Working with the marketing and audience development team to create a strategy to increase and retain Factory subscribers

Key areas of responsibilities:

Box Office Management:

  • Box office system control and maintenance (including building of show information and management of all patron data for in-person, phone and online sales)
  • Working with our ticketing company to improve and maintain efficient online services
  • Managing telephone, online and in-person ticket and passholder sales as well as processing donation & other revenue.
  • Daily, weekly and monthly box office reconciliations
  • Managing reports for various internal departments including development and education/outreach
  • Supervision, training and scheduling of p-t box office staff


  • Prepare and reconcile all box office bank deposits
  • Work with bookkeeper to manage all revenue accounts including box office revenue and cheque processing.
  • Work with partner theatre companies producing with Factory to establish pricing and data input for their performances.
  • Participation as a full team member of the Factory Theatre staff and the assumption of responsibility for special projects and committee work as required.


  • Assist in the strategic planning process to improve retention and acquisition of Factory theatre subscribers
  • Provide ongoing communications with Factory Theatre subscribers including renewals and ongoing service updates

The responsibilities listed above address the key duties of this position. Additional responsibilities of the candidate may be requested, however, they will however, not be unreasonably assigned.

Candidate profile

  • Experience in box office operations, management and ticket processing
  • Must love working with, greeting, hosting, and being with people of all ages – a certified ‘people person’.
  • Candidates must care about building relationships between Factory and various stakeholder communities
  • Has a strong knowledge of and passion for theatre and the performing arts.
  • High personal presentational standards with acute attention to financial detail
  • Ability to handle multiple tasks with accuracy and to meet deadlines in a timely manner.

This position will supervise and hire the Assistant Box Office Manager and other part-time box office staff. Hours will be shift-based with evenings and weekends depending on performance and staff schedules.

All applicants should send a cover letter and resume (stating salary expectations)  immediately to:

Sara Meurling, Managing Director
The Factory Theatre
125 Bathurst Street, TO ON M5V 2R2
or e-mail:

Established in 1970 by current and founding Artistic Director Ken Gass, Factory Theatre was the first company in the nation to devote itself exclusively to producing Canadian plays. The astonishing success of the Factory has indelibly changed the face of theatre in this country, as indigenous plays are now produced coast to coast. Forty years later, the Factory continues to explore new play development models, while producing a full season of Canadian plays and maintaining a facility that also serves a host of independent artists and companies.  With support from all levels of government, numerous foundations and corporations as well as many generous individuals, Factory is truly a home for Canadian theatre and the Canadian playwright.