Head of Audience - Major Events & Festivals. Titles of Positions which report to the Head of Audience are: Audience Manager

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1 POSITION DESCRIPTION 1. POSITION DETAILS Position Title: Division: Unit: Management Level: Head of Audience - Major Events & Festivals City Life Creative City M4 2. ORGANISATIONAL RELATIONSHIPS Position Title of Supervisor: Executive Producer - Major Events & Festivals Titles of Positions which report to the Head of Audience are: Audience Manager Contractors for which this position is responsible: Suppliers and Contractors as per approved event plan and budget 3. PRIMARY PURPOSE OF POSITION The City of Sydney produces and delivers an annual calendar of world-class, free, major events and festivals which innovatively celebrate our city s diversity and creativity and engage with local and international audiences. Not only do festivals and special events add to a city's cultural layer, they also bring significant economic benefits to businesses in the retail, hospitality and tourism sectors. Visitors come from regional NSW, interstate and around the world to be part of events such as New Year's Eve and Chinese New Year. The Major Events & Festivals unit delivers an events portfolio including Art & About Sydney, the Chinese New Year Festival and Sydney Christmas, along with NAIDOC in the City, Capital Works launches and the City s Sydney Mardi Gras Parade entry. Over 1.2 million people attend these events each year. The Major Events & Festivals unit also delivers the annual hallmark Sydney New Year s Eve event with an economic impact of more than $133 million. It is the largest event produced by the City, attracting an audience of over 1 million, in addition to a much broader national and global media audience of over 1 billion. The primary purpose of this position is to work with the Executive Producer Major Events & Festivals to develop and oversee the event s Audience strategy, and to plan, manage and deliver a world class customer experience of major events and festivals produced by the City of Sydney.

2 The position will work with the Executive Producer to ensure the City s events are accessible and safe ensuring a multi-tiered, high quality customer experience is achieved by entertaining and engaging children, families, tourists and spectators alike. The role of Head of Audience will be one of four senior managers who make up the Major Events & Festivals unit led by the Executive Producer 4. POSITION OBJECTIVES The major objectives to be achieved by the Head of Audience are: Ensure the portfolio of major events is innovative, engaging and professionally produced. Lead the planning, development and delivery of the Major Events and Festival s Audience strategy to ensure all customer touchpoints are engaging and successful Consult with the senior management team and program managers to ensure audience and customer experience is an integral part of each event s planning and delivery process Ensure the highest levels of customer experience and satisfaction are delivered at each event Lead and strengthen the relationship with all key strategic stakeholders including NSW Government agencies, land owners and partners Ensure the event s program continues to be supported by key Government partners and stakeholders. Lead the ongoing development of the Integrated Crowd Management Plan on behalf of Sydney New Year s Eve and other events as required In collaboration with the Marketing, Media and Digital teams ensure the major events program receives wide, positive support from the public and media. In collaboration with the Head of Programming deliver an events program suitable for TV and digital/social broadcast. Ensure effective communication is demonstrated and consultation is maintained with relevant stakeholders on all issues. Establish excellent working relationships with corporate sponsors and media partners as relates to audience experience Page 2

3 Research and recommend new technologies, concepts or program elements that will enhance the audience experience across the events portfolio Ensure working conditions under the control of the position are appropriate and any unsafe or unhealthy conditions or behaviour are detected and to take immediate steps to investigate and rectify any risks to health, safety and welfare arising from any activity. 5. Position Accountabilities Create new and build upon existing strategies for the major events program to deliver high levels of customer satisfaction and world-class customer experience. This may include but is not limited to; use of new digital, social or broadcast technology, programming elements, and greater community engagement. Work in partnership with the Head of Programming to develop and implement the Major Events & Festival s creative strategy and event plans. Work in close liaison with the Executive Producer and other key programming, creative and production staff and contractors to oversee all customer experience requirements and disseminate timely and accurate information to all audiences (internal and external). Lead the liaison with the Marketing, Media and Digital teams to oversee the development of the marketing and communications plans, content and collateral for the events, as well as any briefings, media fact sheets, press releases, speaking notes, etc. Manage and approve all marketing and media collateral across the major events portfolio Manage and oversee all aspects of the customer service elements of the events including but not limited to; management of general public enquiries and correspondence, hospitality, accreditation and ticketing requirements for all event sites; volunteers and ambassadors program, spectator services, accessibility, etc. Lead and manage the NSW Government Memorandum of Understanding with the NSW Department of Premier and Cabinet through Protocol and Special Events. Maintain and manage the existing NSW Government Agency Agreements with Roads and Maritime, Sydney Ports Corporation, Place Management NSW, Sydney Opera House Trust, Royal Botanic Gardens and others as required. Liaise with all stakeholder authorities including but not limited to NSW Police, NSW Police Marine Area Command, Sydney Trains, Sydney Buses, Harbour City Ferries, NSW Fire Brigade, NSW Ambulance Service, St. John Page 3

4 Ambulance (NSW), Transport for NSW, Charter Vessels Association, Place Management NSW,. Attend and contribute to all relevant NSW Government Agency meetings including but not limited to: scheduled Government Agency meetings, secondary level meetings with independent agencies, table top, risk or operational exercises, site visits and event de-briefs. Manage and oversee all aspects of any live broadcast (television, online or other medium). Work with the Head of Business Operations to manage the delivery of the schedule of services and KPIs related to any Broadcast Supplier to ensure the successful delivery of the national broadcast and subsequent edited highlights packages across relevant events. Work with the Head of Business Operations to manage the delivery of the schedule of services for the Official Photography supplier to ensure a successful delivery of official photographs for media, marketing and archive purposes across the events portfolio. Manage the temporary position of Broadcast Coordinator, which is accountable for delivering the daily administration and coordination requirements of the Broadcast Supplier. Lead by example and foster an environment and team culture in which trust, respect, empowerment and collaboration are the norm. Comply with and keep abreast of any relevant legislation applicable to the performance of the duties of this position. Attend as directed or required any function relevant to the events program. Provide an Audience post event report covering all aspects of each event, including ideas for improvement in following years. Any other duties that may be required from time to time as directed by the Executive Producer. 7. LEADERSHIP AND MANAGEMENT CAPABILITIES As a senior staff member, the Associate Producer, Events is expected to demonstrate the following capabilities: Operates Strategically Develops clear plans to implement the strategy. Aligns resources, people, systems and processes to meet priority objectives. Redirects resources and efforts to meet changing priorities. Develops People and Culture Focuses on people s strengths. Proactively manages current and future workplace needs. Actively Page 4

5 recognises behaviour that delivers results and demonstrates our values. Instils a sense of urgency around addressing and resolving individual and team performance. Drives Results Defines team and individual outcomes by understanding the needs of customers. Regularly monitors and evaluates progress with early correction to ensure quality outcomes. Drives accountability and continuous improvement by implementing effective reporting and improvement mechanisms across the team. Displays Awareness of Self and Others Regularly seeks feedback from a range of stakeholders. Takes the time to explore the nature of the feedback and responds constructively. Sets out the broad principles for decision making. Cultivates Productive Relationships Actively encourages consultation and collaboration. Works with key stakeholders to proactively address issues and identify opportunities to improve performance and services to customers. Manages Effectively - Finance and Resource Management; Procurement and Contract Management; Risk Management and Compliance; Technology and Information Management; and Project Management. 6. WORK, HEALTH & SAFETY RESPONSIBILITIES Supervisors/Team Leaders are responsible for the health and safety of all persons under their direction. As such they are responsible for assisting their managers in implementing the WHS Policy and Safety Management System (SMS) by: Inducting all new and transferred workers Implementing risk management activities Stopping work in circumstances that are deemed an immediate risk to health and safety until a satisfactory solution is agreed/implemented Actively promoting consultation, WHS training and access to information to ensure safe work procedures are understood and followed Managing, implementing and advising workers when changes have been made in the workplace (i.e. systems of work, risk assessments) Reporting hazards and any work-related injuries/illness as soon as practicable; taking reasonable care; and taking immediate steps to investigate and rectify any risk to health, safety and welfare. A full list of WHS responsibilities and accountabilities are available within the City s SMS document; Responsibility, Authority and Accountability (RAA) Matrix. Page 5

6 7. AUTHORITY TO ACT The Head of Audience provides strategic advice to the Executive Producer and may act as a senior delegate for the Executive Producer and is required to display high levels of professionalism, integrity and initiative. The incumbent has freedom to liaise internally and externally with a range of stakeholders, organisations, key public and Government representatives in order to deliver the requirements of this position. All personnel have the power to stop work in circumstances that are deemed an immediate risk to health and safety until a satisfactory resolution is agreed / implemented. Such circumstances may include life threatening situations or those that could result in loss of limb or other significant lost time injury. 8. ESSENTIAL CRITERIA Tertiary qualification or commensurate experience in event management, commerce, marketing, communications or other related discipline Demonstrated success in large-scale major events, arts and entertainment and broadcast industries. Demonstrated senior management and leadership capability with a strong track record of creative and operational success. Demonstrated experience in senior level management within a fast paced, dynamic and challenging political environment. Demonstrated ability to devise, develop and deliver world-class customer experiences for large-scale major events and festivals Demonstrated experience with the development and execution of complex large-scale shows and entertainment for both live and broadcast simultaneous audiences Demonstrated ability to work collaboratively with media, digital and marketing teams. Demonstrated senior management ability to build strong relationships with key NSW Government agencies, media partners and sponsors. Proven ability to adapt and meet the challenge of functioning in an team and organisation with ongoing change. Proven ability to build and contribute to a collaborative, engaged, dynamic positive team culture. Page 6

7 Superior written and oral communication skills, combined with proven ability to lead, negotiate and interact on key activities and sensitive issues in a political environment. Demonstrated commitment to Equal Employment Opportunity, Work, Health and Safety and Cultural Diversity principles. Desirable Criteria Experience working with television and online broadcast and live performance. Ability to adapt, respond the change and function professionally at a consistently high standard in a dynamic, challenging and political environment. Maturity, discretion, sound judgement and the capacity to act autonomously in the execution of daily administration and co-ordination of multiple projects simultaneously with competing priorities Demonstrated ability to operate effectively in a regulatory environment that requires compliance with a variety of different controls including government, non-government and contractual. Page 7