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.

• 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 responsibilities include

• Manage the drafting and execution of contracts and MoUs between CNCF and external partners
• Ensure proper staffing for weekend events, either through personal attendance or delegation across department team members
• Develop detailed timelines, production schedules, and event management plans
• Secure all necessary venues, permits, equipment, and supplies, in coordination with internal teams
• Execute the development of tech packages, bar packages and identify additional service opportunities
• Ensure all logistical components - including sound, lighting, seating, hospitality, and signage - are planned and executed to a high standard
• Demonstrate proficiency in creating fillable PDFs for internal documentation
• Streamline workflow and document tracking using tools such as Formstack or DocuSign for efficient, paperless systems
• Implement a Pre-Show SOP that includes safety announcements, client walkthroughs, and last-minute checks
• Oversee Post-Event Breakdown Procedures and finalize client contract closures

Project Reporting & Risk Framework – 20%

• Submit weekly progress updates through a shared tracking document and participate in weekly check-in calls with the Head of Theatre & Festivals
• Ensure all SOPs align with local health, safety, and regulatory standards
• Design and document a risk mitigation framework to be implemented by the Head of Department, particularly across hospitality and facilities
• Maintain an organized digital repository of SOPs, checklists, and event templates for consistent team access and use
• Establish key performance measures (such as audience feedback, volunteer retention, bar revenue and post-event debrief outcomes) and report on them quarterly
• Deliver a final project report and handover plan in the final month, ensuring all SOPs can be sustained by permanent staff after the project ends

Community Engagement - 10% Act as a liaison with community organizations and the Education Department’s school partners to facilitate participation in CNCF-led events, workshops, and performances. Maintain strong, responsive relationships and uphold CNCF’s commitment to cultural accessibility and youth engagement. Over the course of the year, build a pipeline of ushers and volunteers through community and school partnerships.

• PERSON SPECIFICATION

Education and Experience The successful candidate will hold a bachelor’s degree in Events Management, Marketing, or a closely related field focused on client engagement or project delivery. They must demonstrate proven experience in event operations, stage or production management, or logistics, with a strong, process-driven mindset and exceptional attention to detail. A minimum of five (5) years’ relevant professional experience is required, with at least three (3) years in a supervisory or management capacity. Skills and Abilities

The post holder should be able to demonstrate

• The ability to develop and implement effective Standard Operating Procedures (SOPs) for bar service management, front-of-house operations, and event coordination
• A proven track record in building and maintaining strong relationships with vendors, ushers, bartenders, and independent contractors, in collaboration with the Head of Theatre & Festivals
• Strong written and verbal communication skills, with the ability to communicate effectively across a range of audiences and stakeholders
• A high degree of computer literacy, including proficiency in Microsoft Windows and project management platforms such as Monday.com or Asana
• Excellent organisational, administrative, analytical, and problem-solving skills, with superior attention to detail and the ability to manage multiple priorities under tight deadlines
• The ability to remain calm under pressure, exercise sound judgment, and make confident, independent decisions
• A genuine interest in the arts and/or non-profit sector, with a commitment to promoting Caymanian culture and supporting CNCF’s mission
• Prior experience working within a charitable or non-profit environment is considered an asset
• SUPERVISION OF OTHERS

The Postholder will be responsible for supervising the Theatre Intern and Production Assistant event schedule, looping in the Theatre & Events Technician to oversee event tech support, collect riders, confirm load up & breakdowns. The Postholder is expected to mentor junior staff, foster a culture of accountability, and support professional development where possible.

• DECISION MAKING AUTHORITY AND CONTROLS

Understanding of the Cayman National Cultural Foundation Law (2013 revised) as appropriate. In addition, the Acts passed by Cabinet, which include the Public Authorities Act, established internal policies and processes. All decisions that are required to be made but fall outside of the normal policy and procedure, must be escalated to a head of department or the Director/Chief Executive before any action is taken.

• WORKING CONDITIONS

Contract length This is a fixed-term, twelve (12) month special projects contract, including a probationary period of 60 days. Any extension beyond the initial term will be subject to project outcomes and available funding. Working hours Normal office hours are 8.30am to 5.00pm Monday to Friday. The post holder will be required to work some evenings and weekends, as dictated by the organisation’s events and programmes and flex their hours accordingly. This post is offered on a full-time contract working the equivalent of 40 hours per week.

• Up to CI$ 500/month of health insurance paid by CNCF
• 5% pension contribution paid by CNCF
• 20 days of paid vacation, statutory sick leave and other PTO benefits