Client Engagement Manager

The Cayman National Cultural Foundation (CNCF) is a public authority and one of the three leading cultural institutions in the Cayman Islands. CNCF’s mission is to stimulate, facilitate, and preserve cultural and artistic expression - particularly through the exploration and safeguarding of Caymanian performing, visual, and literary arts. As part of its ongoing commitment to excellence in the visitor and artist experience, CNCF is seeking to hire a Client Engagement Manager for a one-year special project to build, implement and embed the operational standards that underpin every CNCF performance, festival and event. 1. JOB PURPOSE The Client Engagement Manager (the “Postholder”) will be responsible for designing, implementing, and overseeing all Standard Operating Procedures (SOPs) related to theatre and event operations for the Cayman National Cultural Foundation (the “Organisation”). Working in close collaboration with the Head of Department, the Postholder will lead the development of comprehensive SOPs that elevate the standards of theatre management and bar services. This role is pivotal in shaping the visitor and artist experience, ensuring every CNCF event meets high operational standards, reinforces excellence, and lays the foundation for sustainable venue practices across the Foundation’s programme calendar. Over the twelve-month project, these procedures will be developed, tested across a full programme cycle of festivals and mainstage productions, and handed over to permanent staff for ongoing use. Project Timeline • This is Phase 2 of the project. Phase 1, the development of Standard Operating Procedures, checklists, policies and databases for front-of-house, bar, volunteer and venue booking operations, has been completed. Phase 2 will run between 6-12 months in three stages: o Months 1–4 Implement: Roll out the completed SOPs across the programme calendar; train staff, contractors and volunteers; complete the transition to outsourced bar vendors; refine procedures based on post-event debriefs. o Months 5–8 Market: Promote CNCF's venues, technical packages and bar packages to external clients, partners and hirers; push the developed promotional materials; track bookings and revenue against agreed targets. o Months 9–12 Train and Hand Over: Train and mentor a Caymanian to possibly take full ownership of procedures; evaluate results against agreed performance measures; finalise the SOP manual and digital repository; deliver a final report and handover plan Theatre Vendor & Artist Liaison – 40% Act as the primary point of contact for artists, collaborators, vendors, and key project stakeholders - including the Head of Theatre & Festivals, Marketing and Communications Manager, Operations & Technical Team, visiting artists and performance groups, community organizations, vendors, contractors, and bar service providers. Foster strong, respectful, and timely communication to ensure positive, collaborative relationships throughout all phases of event planning and execution. Key responsibilities include: • Implement and oversee the Usher Training Programme • Develop and maintain a Bartender Policy and Database • Maintain volunteer database and debrief or train for box office and cash handling • Create a standardized Cleaner’s Checklist • Design and manage a Volunteer SOP and Checklist, optimizing engagement through a centralized volunteer database • Establish a Weekly Bar Inventory Checklist and Policy, and lead the transition to outsourced bar vendors, including monitoring vendor performance against agreed standards • Train internal staff, contractors, and volunteers on all SOPs to ensure clear understanding and consistent compliance Venue Bookings & Contract Management – 30% Lead the coordination of all venue bookings for performances, rehearsals, workshops, and special events. Serve as a liaison for client communication and contract management, ensuring clarity in expectations and agreements. Key responsib