About this role
*ABOUT US*
The Royal Winnipeg Ballet enriches the human experience by teaching, creating, and performing outstanding dance. Located in the heart of downtown Winnipeg, the RWB plays an integral role in the city?s vibrant arts community. Founded in 1939, the RWB holds the double distinction of being Canada?s premiere ballet company and the longest continuously operating ballet company in North America. In 1953, the Company received its royal title, the first granted under the reign of Queen Elizabeth II.
The RWB is a leader, renowned for classical ballet and for pushing the boundaries of dance, including through the prestigious RWB School and its Professional and Recreational divisions. A fully integrated company and school, the RWB builds on strengths, challenges conventions, inspires artists, moves audiences, and builds connections locally and globally that unite us all through the universal language of dance.
*THE ROLE*
The Patron Services Manager is a people-first leader responsible for building and leading a high-performing customer service team that delivers exceptional experiences across every Royal Winnipeg Ballet touchpoint.
Leading a team that supports Box Office, Front Desk, School Office, and Front of House operations, the Patron Services Manager creates a service culture focused on hospitality, accountability, continuous improvement, and results. This role empowers and develops staff, establishes service standards, and ensures patrons, students, families, donors, and visitors receive outstanding service at every interaction.
As a key member of the Marketing & Communications team, the Patron Services Manager also plays an important role in audience growth and earned revenue generation. Through subscription retention, group sales, patron engagement, and school registration support, this position helps strengthen patron loyalty, increase attendance, and support long-term organizational growth.
This is an exciting opportunity for a collaborative leader who enjoys coaching teams, improving systems, solving problems, and creating exceptional customer experiences within one of Canada's leading arts organizations.
*RESPONSIBILITIES*
*Leadership*
* Lead the day-to-day operations of the Patron Services department. * Supervise, schedule, train, and support full-time Patron Services Representatives, part-time Patron Services staff, and volunteers. * Develop staffing schedules to ensure appropriate coverage across front desk, box office, school office, and performance needs, including evenings and weekends. * Lead recruitment, onboarding, training, and performance management for patron services staff. * Establish and maintain service standards, policies, procedures, and training materials to ensure operational consistency. * Coordinate volunteer recruitment, scheduling, training, and onsite management for performances and events. * Collaborate with internal departments to align patron services operations with organizational priorities and event needs.
*Front of House & Performance Operations*
* Oversee Front of House operations for Royal Winnipeg Ballet performances, school showcases, and special events including scheduling, set up, merchandise, programs and more. * Serve as FOH Manager or designate FOH coverage for onsite performances and events. * Prepare and distribute Front of House memos and operational documents in advance of performances. * Supervise pre-show, intermission, and post-show patron service operations. * Coordinate patron accessibility, guest services, issue resolution, and incident response as needed, in collaboration with the Director of Marketing and Communications. * Ensure strong communication between venue teams, volunteers, customer service staff, and internal stakeholders.
*Box Office & Customer Service*
* Oversee daily Box Office operations, ensuring appropriate controls, service standards, and revenue procedures are in place. * Support ticket sales operations, subscription campaigns, ex