Senior Director, Visitor Experience [Ottawa]

Senior Director, Visitor Experience



Job Title:


Senior Director, Visitor Experience




National Arts Centre


Job Type:



Language Required:






Ottawa, ON


Application Deadline:




Job Start Date:



Date Posted:






Web Link to Institution:




$97,200 - $147,800


Job Description:


As a member of the NAC’s Senior Management Committee, the Senior Director, Visitor Experience, reports directly to the President and CEO. The Senior Director is accountable for ensuring that the NAC offers the highest quality of visitor experience that creates enduring positive memories, and for leading as Visitor Experience champion across the company, collaborating and enlisting the active engagement of multiple senior directors. At the NAC, we define visitors broadly in our goal to create a welcoming, diverse environment. Responsibilities include overseeing front of house customer-based departments which include the NAC’s Box Office, ushers, visitor hosts and reception.
The incumbent is recognized as someone with a passion and commitment to proving unforgettable visitor experience, an innovative and dynamic leader with a deep understanding of customer service, and demonstrated skills and experience managing large, complex teams. The ability to think strategically with a global, forward thinking view of long term objectives is essential. Experience will be drawn from working as a systems thinker who has delivered results in other cultural, entertainment, arts or hospitality environments that serve diverse populations, and where delivering a superior visitor experience is paramount.

Responsibilities include but are not limited to:
•Direct the operation of all services to visitors;
•Develop and ensure implementation of a program of visitor services including box office sales, way finding and visitor feedback;
•Oversee Associate Director responsible for directing and organizing the services of the Box Office and the management of the NAC’s ticketing system and database for the Programming and Marketing departments, rental programmes and Ticketmaster;
•Oversee Front of House Manager responsible for all front of house operations including ushers and visitor hosts and develop quality service standards for all public-facing employees;
•Actively contribute and participate as an expert member of the senior management team in key decisions and in setting the direction of the overall NAC;
•Work with the NAC programming departments towards creating an overall NAC experience that is curated and thoughtful;
•Actively contribute to the development of an integrated Customer Relationship Management (CRM) system for the development of practices, strategies and technologies to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships, retention and driving sales growth;
•Contribute to the development of the NAC’s strategic plan;
•Responsible for the development and implementation of policies, systems and quality standards consistent with the NAC’s objectives;
•Responsible for resolving issues between departments who work in multi-purpose areas;
•Member of the Public Spaces Coordinating Team;
•Foster and maintain positive relationships and communication with internal and external clients;
•Manage the service contract for the Equator coffee shop.

•University degree and 10 years of progressively responsible experience in the cultural, entertainment, arts or hospitality field;
•Highly developed leadership and management focus;
•Experience with Customer Relationship Management systems;
•A track record in making wise and timely decisions to achieve strategic goals;
•Strong analytical and strategic thinker that enjoys fast-paced, dynamic environments that require flexibility and a capability to adapt quickly to change;
•Experience working in a unionized environment;
•Exceptional interpersonal, managerial and organizational skills;
•Understanding of the sensitivity required when working in a creative environments;
•Knowledge of marketing techniques;
•Commitment to the mission and core values of the NAC and ability to model those values in service delivery and partnerships;
•An understanding of diverse and underserved communities;
•Demonstrated ability to inspire and empower individuals and enthusiasm for working collaboratively with a dedicated team;
•The seasoning and confidence to be credible at the senior level of the NAC;
•Superior language skills in English and French;
•Extensive customer service experience.

To explore this exciting opportunity, visit our website for more details at: Should you have questions, you are welcome to contact the Executive Director of Human Resources at (613) 947-7000, extension 518 or toll-free at 1-866-850-2787.

Who can apply:

Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.

As an employer who values diversity in its workforce, we encourage candidates to self-identify as members of the following designated groups: women, visible minorities, Indigenous peoples and persons with disabilities.

While we appreciate all applications, only those selected for interview will be contacted.

The successful candidate will be required to provide a valid Criminal Record Check as a condition of employment.