SUBSCRIPTIONS SUPERVISOR

Transcription

1 POSITION DESCRIPTION SUBSCRIPTIONS SUPERVISOR Introduction Melbourne Theatre Company (MTC) is the oldest professional theatre company in Australia, the largest theatre company in Victoria and one of the major performing arts companies in Australia. It is a semi-autonomous department of the University of Melbourne. Southbank Theatre, which was purpose-built for the MTC in the Southbank arts precinct, commenced operation in Southbank Theatre comprises the Sumner Theatre with 500 seats and the Lawler Studio (a rehearsal or a flexible performance space), state of the art back of house and front of house facilities, function spaces, a bar and café and other amenities. Southbank Theatre is available for hire by external organisations when it is not needed for MTC performances and events. Corporate Objectives Our Vision To enrich lives with understanding and empathy through the storytelling power of the finest theatre imaginable. Our Artistic Purpose To produce classic and contemporary Australian and international theatre with style, passion and excellence in order to entertain, challenge and enrich audiences. Strategic Goals Establish new audiences young people, families, Melbourne s Theatre Community Develop new artistic relationships and partnerships across the artistic community Create a national presence with an international profile Deliver a new look MTC (Aesthetic style, new Artistic team, stronger commitment to Australian writing, explore artistic boundaries) Deliver a multi-faceted theatre program centred on diverse experiences which is flexible and financially sustainable. MTC s annual income comprises of approximately 14% government subsidy with the rest self-generated through box-office receipts, sponsorship and fundraising. The Company usually presents plays in a Melbourne subscription season, a season of plays in its Studio space as well as touring productions intra- and interstate. MTC also has an extensive Education program, and a program of commissioning and developing new Australian work. Page 1 of 5

2 The Company employs approx. 93 staff on an ongoing basis and up to 400 casual staff as actors, directors, designers and in other creative and production roles. Key Relationships The position reports to the Ticketing Manager and ultimately the Director of CRM & Ticketing. The position also operates in close support with the Ticketing Services Administrator. Purpose of the Position The role provides service and support to the Ticketing department in the maintenance and integrity of Tessitura (in-house ticketing and CRM system), including any upgrades or implementation of new software. Operational responsibility for ensuring all necessary services are provided to address season subscriptions including sales (via mail, web and phone), enquires, telemarketing and exchanges. The role also is responsible for coordinating and overseeing the casual pool of Customer Service and Subscription Ticketing Officers undertaking Subscription duties at MTC Head Office, for example: customer service, subscription sales, reporting and administrative tasks. Responsibilities The role includes but is not limited to the following: Subscription Ticketing & Ticketing Services One of the Key contacts for the ticketing software provider and attend user group meetings as appropriate Oversee operation of ticketing systems and procedures as it relates to Subscription Services and support the objectives of MTC, through the provision of timely and effective ticketing services, information and support Oversee efficient operation and maintenance of cash, charging systems and equipment including computers, and phone messaging requirements Responsible for accurate and timely reconciliation and balancing of the subscription room processing on a daily basis Ensure information entered and displayed in the ticketing system is comprehensive, current and correct Responsible for subscription sales reporting, keeping up to date and accurate records Participate in Tessitura version upgrade testing and website maintenance Manage the import of Data from other CRM systems and maintain data integrity Assist with event builds on both internal and third party systems Other duties as required in other areas of ticketing to meet operational requirements Staff Coordination and Training In consultation with the Ticketing Manager, develop and deploy a Page 2 of 5

3 schedule of training programs for all Tessitura Users to accompany upgrades and core changes to the software. Provide introductory staff training to all MTC Tessitura users Ensure all ticketing documentation is updated as required and available through the Tessitura help system Undertake the ongoing review of business processes in conjunction with Tessitura users Co-ordinate the recruitment and selection processes for contract subscription employees and ensure all subscriptions staff are fully trained in all relevant systems Ensure success of MTC s subscriptions office through the effective management of Team Leaders and Customer Service and Ticketing Officers maintaining consistent, timely and meaningful communication with staff and the delivery of fair, efficient, and equitable rostering. Create and maintain an up to date manual of subscription ticketing policy and procedures Create process and training documentation guides as they relate to the schedule of training programs Provide cover or support for Box Office Supervisor for long or extended periods of leave. Customer Service Contribute to the formulation and monitoring of customer service policies and procedures Provide an efficient, accurate and customer-friendly ticketing and information service by phone, in person, mail and through e-commerce to the general public, artists and staff for all events. Assist with the maintenance of current box office information and events on sale via the Melbourne Theatre Company website Know the venues and its history very well so as to be able to answer questions and impart this knowledge to ticketing staff and customers In consultation with the Ticketing Manager, set and manage clear sales and service performance standards and be responsible for the Company response to issues, customer enquiries, feedback, complaints etc. regarding subscription ticketing General Comply with and implement applicable legislation, codes and policies including equal opportunity, workplace health and safety legislation Provide assistance and support in any other areas of the operation during peak periods As part of a team, contribute to the achievement of organisational strategic and business plans for the achievement of financial, quality management and customer service targets Actively participate in the development, implementation and maintenance of PCI compliance protocols Skills & Attributes Very good project management skills. Able to co-ordinate and meet different timelines, expectations and outcomes to achieve objectives Demonstrated experience with complex CRM/ticketing systems, ideally Tessitura, Word and Excel Page 3 of 5

4 Emotionally mature with a calm temperament and sense of humour Excellent communication skills both verbal and written, particularly the ability to communicate with broad customer groups Excellent understanding of ticketing systems and booking processes. Able to cope with a wide and varied workload, work flexible hours in accordance with peak periods and operate under pressure Able to lead, supervise, be a team member, motivate and train a large team of employees, and effectively inform and disseminate pertinent information Demonstrated ability to work autonomously with minimal direction Able to provide quality external and internal customer service at a consistently high level Able to make sound decisions impacting on fair and equitable rostering and management practices Proven attention to detail skills Able to work with budgetary constraints, allocate resources and monitor expenditure Able to make decisions and solve complex problems Environment Health & Safety All MTC staff are responsible for the following safe work procedures and instructions: All employees are to comply with the EHS manual Adopt work practices that support EHS programs Take reasonable care for the safety of his/her own health and safety and that of other people who may be affected by their conduct in the workplace Seek guidance for all new or modified work procedures to ensure that any hazardous conditions, near misses and injuries are reported immediately to supervisor Must not wilfully place at risk the health or safety of any person in the workplace Participate in meetings, training and other environment, health and safety activities Must not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare Wear personal protective equipment as provided Use equipment in compliance with relevant guidelines, without wilful interference or misuse Must cooperate with MTC management in relation to actions taken by MTC to comply with Occupational Health and Safety and Environmental legislation. In addition, people who supervise the work of others are responsible for: developing new work procedures, as required, in conjunction with relevant persons providing all staff with relevant EHS information in an appropriate manner providing personal protective equipment and clothing if hazards cannot fully eliminated providing adequate supervision through technical guidance and support identifying and control hazardous conditions providing appropriate facilities for safe storage, handling and transport of Page 4 of 5

5 hazardous substances ensuring that all accidents and injuries are reported. Conditions MTC is an equal opportunity, smoke-free, family friendly employer and dogfriendly workplace. Conditions include annual leave loading, 9.75% superannuation, an in-house subsidised canteen and complimentary theatre tickets. The position is offered on a full-time and ongoing basis. Ordinary hours of work are 37.5 per week, Monday to Friday. Version Control Revision Date: Document Owner: Status: Author: Authorised by: File Path: December 2015 Human Resources Final Ticketing Manager HR Manager Z:\HR\Recruitment\0 Subscriptions Supervisor 2016\Subscriptions Supervisor 16 PD.Docx Page 5 of 5