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Open Positions

Chief Development Officer

Position Overview

Reports to: Chief Executive Officer
Location: Toronto – TSO is currently working in a hybrid work environment with the balance of in-office and remote work determined by department needs
Team: 13
Direct Reports: Associate VP Development, Director of Corporate Partnerships and Associate Director, Donor Relations & Engagement
Key Relationships: Board of Directors—the role will serve on the Nominations & Governance, Finance & Audit, and Development committees; Senior Management Group; Toronto Symphony Foundation and Toronto Symphony Volunteer Committee—frequent interactions with leadership and members of both partner organizations; External—regular work with the leadership and management team at Roy Thomson Hall as well as their on-site team event staff

Is This You?

You are reading this Position Profile because it is entirely possible you could become the next Chief Development Officer for the Toronto Symphony Orchestra. Suitability for the role starts with your own—objective—personal analysis.

In other words, are you an experienced hands-on fundraising executive who has significant experience securing large gifts and building and leading a high-performance fundraising team? You are a proud supporter of the arts community and have a passion for orchestral music and would be motivated to be part of a team dedicated to raising the profile of the arts in Toronto and Canada.

You are a natural storyteller—a connector with no ego. You have an executive presence, comfortable in any environment—from boardrooms, pitching top executives on corporate support, to rolling up your sleeves and stuffing envelopes with your team, you can and will do it all. For you, that is what being a team player is all about.

Your peers and people who have worked for you know you as a bridge builder. You listen, take suggestions, and collaborate. You do not need or want to see your name in lights—in fact, you would rather let your team have the glory. You lead from behind and because of your style, folks trust  you, regardless of whether they work on your team or in another department. As a result, you get it done.

Above all, you are an excellent fundraiser, especially fundraising involving major gifts from individuals, corporations, or foundations. Donors respect and appreciate you because you build lasting relationships that are founded on trust and integrity. You are not ‘salesy’; you are authentic, passionate, and real. You bring an entrepreneurial approach to fundraising that creatively matches donor interests with organizational needs.

Senior volunteers and board members speak of you with admiration and respect. They would say that you were a true partner in their own philanthropic journey—you respect that they are volunteers. You respectfully find ways to utilize the gifts and talents of your board and involve volunteers in creative ways that resonate with their why.

You are data-driven and grounded in strategy. You have extensive experience partnering with your leadership and the board on developing philanthropic strategies designed to maximize financial commitments for your organization across all philanthropic verticals.

If this sounds like you, please review the full application package (PDF).

Interim Assistant Manager of Patron Services

Department: Patron Services
Reports to: Director of Patron Services
Status: Full-time, Contract Position (16 to 17 months) starting August 29, 2022

Position Summary:

The Toronto Symphony Orchestra (TSO) is looking for an energetic, dynamic and experienced ticketing professional to assist in managing the Patron Services Department. The Assistant Manager provides exemplary customer service while leading the organization’s efforts to increase revenue and grow patron loyalty. This position reports to the Director of Patron Services and offers a competitive salary.

The Patron Services Department works in a fast-paced environment, focusing on providing an exceptional and engaging customer service experience for all patrons, musicians and donors. Typical services include ticketing, donations, inbound and outbound calls, Live Chat, email, and other general inquiries.

Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evening and weekend concert duty, primarily at Roy Thomson Hall and George Weston Recital Hall, as well as occasional meetings and office work during peak times of the season.

In this position, you will begin working from the TSO office and upon the completion of the 3-month probation period, may transition into a hybrid work model of 3 or more days a week in the office, and the others working remotely from a secure location in your home. The TSO office is located at 145 Wellington Street West, Toronto, Ontario.

Responsibilities:

Employee Relations Support:

  • Provides direct leadership, training, coaching, and creates a positive team environment for the Patron Services team to achieve consistent delivery of exceptional customer service and patron engagement.
  • Manages personnel, including hiring, training, creation of weekly Patron Services schedule, bi-monthly payroll, Concert Duty schedule and pay, and monitoring staff absences.

Operations Support:

  • Ensures TSO concerts, events, campaigns, offers, pricing changes, special promotions and customer service information are accurately and effectively communicated to staff and venue partners.
  • Oversees Contact Us, patron comments, complaints and general feedback. Responds to escalated customer service enquiries, identifies challenges and opportunities, and works with the Director of Patron Services to implement solutions.
  • Assists with proofing marketing communications and ticketing initiatives.
  • Attends Patron Services, Marketing and Development meetings, and participates in a rotating schedule of monitoring “Contact Us” email on weekends.
  • Attends bi-weekly meetings with Roy Thomson Hall Box Office and Front of House Services to discuss the support of staff at the venue.
  • Manages and analyzes Call Centre software, including reporting and implementing updates to the Call Centre tree to ensure a consistent level of support and wait times. Monitors calls at random, for quality assurance and sales training opportunities.
  • Collaborates with Director of Patron Services on yearly Patron Services campaigns including, but not limited to, season announcement, subscription and seating process, and single ticket on sale.
  • In conjunction with the Director of Patron Services, proposes and implements TSO policies and procedures including general ticketing, customer service standards, promotional activities, patron privacy and PCI compliance, AODA compliance, Ticket Sales Act, and employee health and wellness.
  • Assists with covering some duties of Director and Patron Services Coordinator during absences.
  • Remains current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
  • Assists with other duties/projects as required.

Patrons Support:

  • Supports Patron Services team during busy times, assisting patrons by phone and in-person with subscription series & single ticket orders, ticket exchanges, tax receipt processing, and RSVP’s for Donor events.

Qualifications:  

  • Minimum of three (3) or more years of management experience with strong organizational skills, able to lead, direct, and inspire employees.
  • Solid working knowledge of computerized ticketing systems, preferably Tessitura.
  • Demonstrates leadership, decision-making, analytical and problem-solving skills.
  • Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff including senior management.
  • Comfortable working in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount.
  • Highly motivated self-starter, a “doer” with a willingness to work hands-on in assisting customers and staff.
  • Able to adapt to a flexible working schedule, including early mornings, late evenings, weekends, and holidays.
  • Some light lifting is required to move ticket inventory and supplies.
  • Experience and/or interest in issues of equity, accessibility, and inclusion.
  • Passion for orchestral music or the performing arts.

This is a full-time contract position commencing on August 29, 2022 for a period of 16 to 17 months.

Salary range: $50,000 to $55,000

How to Apply:

Please email your cover letter, resumé, and the names and phone numbers of 3 references by 5 pm August 11, 2022 to Esther Lee, Director of Human Resources, at elee@tso.ca.

While the TSO thanks all applicants for their interest, only those applicants selected for an interview will be contacted. No telephone calls, please.

The Toronto Symphony Orchestra is committed to having a workforce that is reflective of the diversity of the City of Toronto and strongly encourages applications from all qualified individuals, especially those who can provide different perspectives and contribute to the further diversification of ideas. The TSO is committed to providing accommodations for persons with disabilities. If you require accommodation, the TSO will work with you to meet your needs.

Working Conditions/Physical Demands:

Routine office environment with most concert-related activity taking place in Roy Thomson Hall. The Interim Assistant Manager of Patron Services will be required to work some evening and weekend concerts and/or other special events. The TSO is currently working in a hybrid work environment with the balance of in-office and remote work determined by departmental needs.

The TSO requires all employees to provide proof of fully-vaccinated status, with vaccines approved by Health Canada. A person is considered fully vaccinated if they have completed the required regime for a COVID-19 vaccine and 14 days have passed since their final dose.

 

Patron Services Representative

Position Summary:

The Patron Services Representative works in a fast-paced environment, focusing on providing an exceptional and engaging customer service experience for all patrons and donors. Typical services include ticketing, receiving donations, inbound and outbound calls, Live Chat, email, and other general inquiries. The role requires experienced, dynamic individuals with a passion for customer service, ticketing and arts administration.

Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evening and weekend concert duty, primarily at Roy Thomson Hall and George Weston Recital Hall, as well as occasional meetings and office work during peak times of the season.  You will be a part of the Patron Services Team and provide concierge-level service to all of our patrons where our goal is to exceed expectations.

In this position, you will begin working from the TSO office and upon the completion of the 3-month probation period, may transition into a hybrid work model of 3 or more days a week in the office, and the others working remotely from a secure location in your home. The TSO office is located at 145 Wellington Street West, Toronto, Ontario.

Base Salary: $36,000 and a competitive benefits package

Key Responsibilities:

Arts Administration

  • Remain current and knowledgeable about TSO and TSYO performances, TSO Friends Donor Program and Events, TSOUNDCHECK Program, Subscription Packages, and Single ticket and Group Sales policies and practices, promoting each, where appropriate.
  • When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.
  • Support and engage TSO patrons through outbound courtesy calls to welcome new subscribers, and inform patrons regarding concert changes, subscription renewals reminders, the Friends program, and new events and opportunities.
  • Remain current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
  • Assist with other duties/projects as required.

Customer Service

  • Resolve customer service challenges by clarifying the patron's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment, and following up to ensure resolution.
  • Respond to all inquiries by phone, Live Chat, email, and in-person in a prompt and professional manner.
  • Field feedback from patrons, finding solutions to challenges that may arise. Ensure that patrons’ voices are heard and that the TSO patron experience continually improves.

Ticketing

  • Facilitate patron transactions at the TSO including processing single tickets, subscriptions, group sales, and fulfillment of subscriber and donor benefits.
  • When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.

Required Experience and Skills:

  • Minimum of 1-2 years of experience in delivering a high level of customer service.
  • Ability to thrive in a fast-paced team environment with a high call volume, and respond calmly to challenging situations.
  • Attention to detail is critical.
  • Experience in effectively managing multiple medium-scale tasks simultaneously; excellence in organizing and prioritizing.
  • Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management.
  • Available to work some evenings and weekends in addition to the regular 9-5 schedule
  • Demonstrates initiative, analytical, and problem-solving skills.
  • Some light lifting is required to move ticket inventory and supplies.
  • Knowledge of ticketing systems. Working knowledge of Tessitura is a strong asset.
  • Passion for orchestral music or performing arts.

How to Apply:

Please email your cover letter, resumé, and the names and phone numbers of 3 references by 5 pm on Wednesday, August 17th, 2022 to Esther Lee, Director of Human Resources, at elee@tso.ca. While the TSO thanks all applicants for their interest, only those applicants selected for an interview will be contacted. No telephone calls, please.

The Toronto Symphony Orchestra is committed to having a workforce that is reflective of the diversity of the City of Toronto and strongly encourages applications from all qualified individuals, especially those who can provide different perspectives and contribute to the further diversification of ideas.

The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs.

Working Conditions/Physical Demands:

Routine office environment with most concert-related activity taking place in Roy Thomson Hall. The Patron Services Coordinator will be required to work some evening and weekend concerts and/or other special events. The TSO is currently working in a hybrid work environment with the balance of in-office and remote work determined by departmental needs.

The TSO requires all employees to provide proof of fully-vaccinated status, with vaccines approved by Health Canada. A person is considered fully vaccinated if they have completed the required regime for a COVID-19 vaccine and 14 days have passed since their final dose.

About the TSO

One of Canada’s most respected arts organizations, the Toronto Symphony Orchestra (TSO) has played a vital role in the city’s dynamic cultural life for 100 years. Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra. The TSO is committed to serving local and national communities through vibrant performances, extensive educational activities, and impactful community relationships. It has a notable recording and broadcast history and has been celebrated internationally during its many tours. Toronto’s iconic Roy Thomson Hall is the TSO’s home, drawing patrons from around the world. The Toronto Symphony Orchestra’s name remains synonymous with musical versatility and growth, and artistic distinction.