MANAGER OF CUSTOMER RELATIONS

Department: Marketing and Sales
Supervisor: Chief Operating Officer
Position Category: Maternity Leave One Year Term
Application deadline: August 25, 2025
Start date: October 1, 2025

POSITION SUMMARY:

Reporting to the Chief Operating Officer, the Manager of Customer Relations is responsible for managing front desk operations and staff. The Manager of Customer Relations also manages all bookings and customer communication for Discovery Centre programs, providing superior customer service, and achieving maximum efficiency.
The Manager of Customer Relations must be extremely organized and have consistent administrative and communications skills. The successful candidate would be expected to provide rapid response time, maintain a positive work environment, and provide exemplary customer service through various forms of communication while representing Discovery Centre in a professional manner.

QUALIFICATIONS AND EXPERIENCE:

• Relevant post-secondary degree
• A minimum of five years’ experience in customer service management role
• Retail experience product selection and promotions experience
• Superior organizational and communications skills
• Excellent customer service employing de-escalation skills
• Ability to maintain a calm demeanor under pressure
• Able to work in a collaborative team environment
• Creative and responsive in problem solving situations
• Detail oriented and exemplary project management skills
• Effective oral and written communication skills
• Financial accountability and reporting skills

BOOKINGS RESPONSIBILITIES:

• Manages bookings and registration for birthday parties, camp, group and educational visits including customer communication, scheduling, and invoicing.
• Coordinates program registration logistics collaborating with marketing and education teams.
• Provides rapid customer response time and exemplary customer service, whether by phone, in person, or via email.
• Provides proactive sales outreach to potential group bookings and bulk sales.
• Executes programming agreements with external partnerships providing professional client communication.
• Manages reservation booking systems and calendars.
• Administers invoices, receipts, and processes payments
• Maintains excellent communication with internal teams on bookings including arrivals/departures, scheduling, and updates.
• Maintains an active database of contacts including teachers, and science educators.
• Protects and tracks data and completes regular revenue reporting.
• Manages processes to streamline bookings and customer service ensuring maximum productivity and data capture
• Stays current with all internal activities including educational & public programs, exhibits, birthday parties & corporate packages, special events, etc., and is completely conversant in all pertinent details such as dates, times, costs, and requirements.
• Other duties as assigned

OPERATIONAL RESPONSIBILITIES:

• Manages Discovery Shop retail product selection, ordering and promotions, as well as facilitates vendor relationships.
• Leads front desk operations through management of Customer Experience Supervisor, as well as the Front Desk and Discovery Shop team.
• Manages recruitment, onboarding, training, scheduling, and evaluation of assigned staff.
• Delivers customer service training for all Discovery Centre staff.
• In combination with the front desk team, responds to customer inquiries/ feedback received in person, by phone, or by email.
• Manages member database, renewals, and customer service.
• Maintains the POS system and supplier relationship identifying changes or necessary upgrades as well as administering staff training.
• Provides occasional backup of the front desk when necessary.