Audience Engagement & Client Services Coordinator

JOB POSTING – Audience Engagement & Client Services Coordinator

Position Location: 250 St. Paul Street, St. Catharines, ON, Canada

Job Type: Permanent Full-Time

Hours of Work: 35 hours/week, Monday through Friday. Evening, weekend and overtime hours will be required to accommodate business demands and position requirements.

Salary Range: $50,000 to $60,000 plus benefits, pension and generous PTO

ABOUT THE PAC

The FirstOntario Performing Arts Centre (PAC) is a vibrant cultural hub and charitable organization located in downtown St. Catharines, the largest city in the Niagara Region of Ontario, Canada. The PAC aims to engage people in exceptional live arts experiences and to enrich the lives of the citizens of St. Catharines and the Niagara region, while providing a worldclass venue for local, national and international artists and community arts organizations to flourish. The PAC opened its doors in 2015 as part of a transformative effort to rejuvenate St. Catharines’ downtown area. and has been a key catalyst for downtown development and an economic driver for Niagara, with over 40 new businesses opening with an economic spin-off of $21 million in 2025. The PAC team believes that healthy communities are built through arts and cultural engagement, and that our individual and collective identities are shaped through the stories told. They engage audiences across the Niagara region and work to remove barriers for under-served community members to experience the arts.

The PAC features four performance venues: Partridge Hall, Recital Hall, Robertson Theatre, The Film House as well as the outdoor The Mann Raceway Plaza. Current PAC programs include: PAC Presents Live Performance Series, The Film House - an indie film house offering unique films and community screenings in a modern cinematic environment as well as facilitated community discussions, imPACt Education Series and access initiatives such as Pay-What-YouCan, and partnership with the CANOO program to provide newcomers with access to free performing arts and film experiences. The PAC employs 27 full-time staff, 48 part-time staff, a pool of IATSE union workers and over 75 engaged and dedicated volunteers.

THE OPPORTUNITY

Located in the heart of Niagara’s vibrant cultural corridor, the FirstOntario Performing Arts Centre (PAC) is a flagship destination for more than 100K annual visitors and generates over $4M in box office revenue. The PAC is deepening relationships with its highly engaged audience, with strong core sales and promising uptake of new premium membership offerings. Recognized for its exceptional patron service and meaningful community partnerships, the PAC plays a vital role in enriching the region’s creative and civic life.

The PAC presents a diverse range of programming, from popular to provocative, including signature initiatives such as the 2026 Art in Action: Climate Festival, which featured Edward Burtynsky’s In the Wake of Progress. These bold artistic undertakings reflect the PAC’s commitment to cultural leadership, innovation, and impact.

This is an exciting opportunity for a skilled, collaborative, customer and client service professional to join the PAC team. This organized, adaptive professional will efficiently execute multiple marketing channels, enhancing engagement and resonance throughout the Niagara region and beyond.

THE ROLE

Reporting to the Ticketing Services Manager, the The Audience Engagement & Client Services Coordinator provides support and coordinates event ticketing administration, rental client promotional materials, customer service, plus audience data and reporting.

The Audience Engagement & Client Services Coordinator is expected to work efficiently within established systems and processes, identify opportunities to improve workflows and provide timely information that supports ticket sales, customer service, audience development and rental client satisfaction.

DUTIES AND RESPONSIBILITIES:

Ticketing & Box Office Operations

• Support box office operations including responding to patron inquiries and processing ticketing requests.
• Provide flexible box office coverage for performances, events and other business requirements as directed by the Audience Engagement & Ticketing Manager.
• Coordinate invitation lists, ticket allocations, and related ticketing requirements for assigned special events.
• Build and maintain events in the CRM and CMS platforms, including pricing, holds, accessibility and event related communication.
• Assist with troubleshooting ticketing issues and escalating complex issues to the Audience Engagement & Ticketing Manager or appropriate department.
• Support system continuity and operational preparedness by maintaining backup information and procedures for upcoming events.
• Complete regular cybersecurity and transaction review procedures as assigned.

Rental Client Services

• Act as a primary day-to-day contact for assigned rental clients regarding ticketing, promotional materials and audience-facing event information.
• Gather, organize and confirm rental client information required for ticketing and promotion, including event descriptions, images, logos, pricing, accessibility information, sale dates and approved copy.
• Maintain organized records of rental client requests, approvals, assets, ticketing information and completed deliverables.
• Coordinate rental client advertising, including updating in-house digital screens, sending out approved content using email marketing platforms, i.e. Mailchimp, and uploading rental client social media ads using Meta

Website & Ticketing Set Up

• Coordinate web ticketing setup for all events, including PAC Presents, Film House and rental events as assigned.
• Update and maintain accurate ticketing information on the PAC website.
• Build and schedule dedicated rental client emails and customer service communications using approved messaging and creative assets.
• Proof and verify event details, accessibility information, links and calls to action before publication.

Audience Data & Reporting

• Prepare and distribute all necessary reports that support sales, audience trends, loyalty, membership, finance and fundraising initiatives.
• Use Excel to maintain reporting files, tracking documents and audience analysis.
• Identify and communicate meaningful trends, service issues, audience behaviours, risks and opportunities to the Audience Engagement & Ticketing Manager and other members of the Marketing & Engagement team.
• Participate in weekly sales meetings and provide relevant ticketing, client service and audience insights.

Audience Engagement

• Support audience engagement campaigns designed to encourage audience retention, membership participation and deeper relationships with PAC audiences.
• Support campaigns and direct audience outreach related to membership, Members Night, fundraising, Gala, trivia and other PAC initiatives.
• Assist with group sales development by maintaining lists of potential contacts, and reaching out as assigned.
• Support Impact Education sales administration by maintaining and updating relevant contact, sales and transaction information.
• Provide in-person promotional support for special events and community initiatives, including student welcome weeks, festivals, and markets.

QUALIFICATIONS

• Two (2) or more years experience in ticketing, customer service, event administration, audience development, sales and marketing administration or a related field.
• Experience in the performing arts, events, entertainment, culture, or tourism sectors or similar is an asset.
• Experience with ticketing systems, website content management systems, customer relationship management systems, and digital marketing platforms, including Mailchimp and Meta Business Suite, is an asset.
• Experience working with data, reporting and spreadsheets is required.
• Experience coordinating multiple clients, projects or deadlines simultaneously is an asset.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

• Excellent organizational and administrative skills, with strong attention to detail and accuracy.
• Strong customer service skills and the ability to respond professionally and effectively to patron and client needs.
• Working knowledge of spreadsheets and databases, with a proven ability to create tables, manage data efficiently, and utilize reporting tools.
• Ability to learn and work confidently with AudienceView, Mailchimp, GA4, Meta Business Suite, Microsoft Excel and other digital platforms.
• Strong interpersonal and relationship-management skills, particularly when working with external rental clients and internal departments.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Ability to work independently within established procedures and recognize when issues require escalation.
• Strong written communication skills, including the ability to write and edit clear, accurate and customer-focused communications.
• Strong numerical and analytical skills, with the ability to interpret ticket sales, customer and audience data.
• Ability to accurately enter, verify and maintain detailed event, ticketing, pricing and customer information.
• Ability to maintain confidentiality and exercise appropriate care when handling customer, ticketing, membership, donor and transaction information.
• Ability to prioritize work according to operational requirements, customer needs, event deadlines and organizational priorities.
• Demonstrated commitment to excellence and high standards, ensuring compliance with PAC standards, policies and procedures.
• Willingness to grow professionally through continuous learning.
• Ability to actively embrace a safe, inclusive and diverse culture.
• Willingness to perform all other related duties as directed.

Working Conditions:

• Open concept, dog-friendly office environment
• Fast paced, creative environment with multiple concurrent events, clients, deadlines and operational requirements.
• Must be capable of coordinating multiple tasks simultaneously amidst continuous distractions, conflicting priorities, and tight deadlines.
• Availability and willingness to work evenings, weekends, as events and business demands.
• Must frequently interact with internal and external stakeholders and members of the public.
• Availability and willingness to work some evenings, weekends, as events and business demands

OUR PAC EMPLOYEE PROMISE

Working at the PAC means embracing the values of collaboration, creativity, care, and continued learning. We offer a robust health and dental benefits plan including an employee assistance program and extended health care, pension plan, opportunities for learning and growth and vacation flexibility. The PAC is a casual, creative environment that offers an open-concept, petfriendly workplace, supports flexible work schedules and believes in the importance of a healthy work-life balance.

DIVERSITY, EQUITY AND INCLUSION

At the FirstOntario Performing Arts Centre, a diverse, inclusive, and equitable workplace is one where all employees and volunteers, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feels valued and respected. Managers commit to a nondiscriminatory leadership and provide equal opportunity for employment and advancement in their department, programs, and work environment. All the PAC employees will respect and value diverse life experiences and heritages and ensure that all voices within their team and the FirstOntario PAC are valued and heard.

HEALTH AND SAFETY

All employees will be expected to follow all company policies and procedures with regards to Health & Safety. A worker shall work in compliance with the provisions of this Act and the regulations; use or wear the equipment, protective devices, or clothing that the worker's employer requires to be used or worn. A worker must report to their employer or supervisor the absence of or defect in any equipment or protective devices of which the worker is aware and which may endanger himself, herself, or another worker; and report to their employer or supervisor any contravention of this act or the regulations or the existence of any hazard of which he or she knows. No worker shall remove or make ineffective any protective device required by the regulations or by their employer, without providing adequate temporary protective device and when the need for removing or making ineffective the protective device has ceased, the protective device shall be replaced immediately; use or operate any equipment, machine, device or thing or work in a manner that may endanger themselves or any other worker; or engage in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct. A worker is not required to participate in a prescribed medical surveillance program unless the worker consents to do so. (OHSA Sec. 27)

HOW TO APPLY

If you think your experience and career aspirations are aligned with this opportunity – please send your cover letter and resume to hiring@firstontariopac.ca with the subject title “Audience Engagement & Client Services Coordinator”.

The FirstOntario Performing Arts Centre is an equal-opportunity employer, and we believe that our organization is stronger when we have a team that reflects our region’s diversity.

We encourage applications from all qualified individuals and will consider accessibility accommodations to applicants upon request.