Position Description Director, Customer Engagement

About Arts Centre At , we bring people together for remarkable experiences. As ’s largest and busiest performing arts centre, in 2017–18, we staged more than 4,000 performances and events and welcomed a record 3.76 million people through our doors. In fact, as a cultural and architectural landmark in our nation’s cultural capital, we’ve showcased the best of Australian and international performing arts for nearly 40 years. Arts Centre Melbourne includes Hamer Hall, the Sidney Music Bowl and the Theatres Building (State Theatre, Fairfax Studio and Playhouse) and is home to the Australian Music Vault and Australian Performing Arts Collection. We’re proudly the home of our flagship Resident Companies – , Melbourne Symphony Orchestra, Melbourne Theatre Company and Opera Australia – and a range of presenters who collectively bring our stages and spaces to life. Together with our own program, we collectively offer diverse audiences a distinctly multidimensional approach to participation, education and entertainment. On our world-renowned stages, in communities across , online, via mobile and through digital and outreach programming, our connection to individuals, families and communities traverses generations, and transcends cultural and geographical divides. Everyone is welcome. Underpinning everything we do are our four values: Leadership, Creativity, Care More and Community. The Victorian Government’s vision for Melbourne is to advance its position as an internationally recognised cultural and creative destination. The government’s commitment to transforming the Melbourne Arts Precinct into a thriving, connected creative and civic space will be crucial to achieving this. As a publicly funded cultural agency sitting at both the gateway and heart of the precinct, Arts Centre Melbourne is committed to realising this vision, which will guide our focus over the coming years.

About the Business Unit The Customer Experience team ensures that ACM places the customer first by creating and delivering experiences of unique value. The team is accountable for delivering an integrated end-to-end customer journey that provides a remarkable experience each and every time. The team deliver success in our customer focused business functions of Ticketing, Marketing, Food & Beverage, Strategic Communications, Car Park, Retail, Guided Tours and Front of House customer service. We are the largest team in the organisation with over 450 people. The newly formed Customer Engagement team is responsible for maximising community engagement in ACM’s enriching experiences by building brand loyalty, integrating the customers journey of engagement and delivering effective campaigns and content to engage existing, new and diverse customers in our brand, artists, products, experiences and services. This leadership role is expected to grow, enhance and lead the Marketing, Ticketing, Media, Insights, Customer Loyalty and Customer Growth areas of the business. This role leads a team of over 60 people that directly contribute to $64M of annual revenue through goods and services including ticket sales, theatre services, food & beverage sales, car park and retail income. This team also contributes to annual attendances of over 3.7 million people.

About the Position • To lead, motivate and inspire a high performing Customer Engagement team to deliver on the organisations strategic goals and functional tasks. Primary Purpose • As a member of the ACM Leadership Team, drive transformation and represent / champion the best interests of the customer in the delivery of the Strategic and Corporate Plans.

Reports to Executive Director, Customer Experience

 Senior Ticketing role(s) – exact position(s) TBC  CRM Specialist Direct Reports  Senior Marketing Campaign Manager  Content & Community Strategist  Online Marketing Account Manager  Digital Content Producer

Internal: Leadership Team, Finance & HR partners, digital and technology focused roles, website and CRM governance groups. Key Relationships External: Customers, Venue Presenters, Precinct Organisations, Industry, Tourism, Community, Government & Media contacts.

Position Type Full Time (fixed term, 3 year contract)

Salary Classification Band 6

Financial Delegation As per the current Delegation Policy.

Key Criteria Tertiary qualifications in Business, Marketing or similar Ticketing / Marketing industry experience of at least Qualifications five years.

 Extensive people leadership experience with a track record of building high performing teams  Extensive experience in identifying customer and commercial growth opportunities  Strategic thinker with a Customer First and results oriented mindset  Demonstrated experience in using customer data to inform future decision making  Demonstrated experience developing and delivering customer focused ticketing, consumer marketing and brand strategy, with a focus on digital innovation, community awareness and behaviour change campaigns  Extensive experience in developing commercial and creative strategy using market insights and customer Experience research to drive insights and decision making  A self-motivator who takes initiative when faced with a challenge  Experience in effectively partnering with and managing diverse groups of stakeholders to deliver best practice customer engagement activities  Demonstrated ability to positively influence organisational culture  Experience in planning, delivering and evaluating business initiatives  Experience in conflict resolution and problem solving.  Outstanding communication and presentation skills

 General office work with a strong emphasis on the use of digital technology Other (ie legal or  May be required to work in an underground office environment physical)  May be required to be on site and/or attend events during evenings, weekends and public holidays from time to time.

Accountabilities

 Lead and inspire a high performing Customer Engagement team with a people first focus, which includes: o Empowering the operational leadership team to manage and drive success in their areas o Inspiring a clear sense of purpose and direction in the team o developing of knowledge and skills required for each team member to succeed in their role o providing thought leadership, developing a customer first culture and continuously improving team engagement o driving continuous transformation in task automation / efficiency and digital integration o support and management of team challenges / performance issues in a timely manner  Develop strategic business plans for the Customer Engagement Team that: o deliver against Corporate & Strategic Plan objectives o develop key performance indicators and ROI metrics to benchmark and track success o champion innovation and utilise technology to achieve an integrated customer-centric experience o are informed by customer focused decisions and data  Lead the Customer Engagement Team to deliver omni-channel, retention-driving initiatives that: o engage an increased and diverse range of customers o build brand loyalty, trust and advocacy with our customers o enhance our customer lifecycle by delivering a seamless engagement experience o optimise sales and commercial opportunity, building lifetime value o use insights and trends to drive all decision making  As part of the ACM Leadership Team, lead the implementation and ongoing priority of customer insights and feedback as part of wider business strategic and operational decision making  As a Leader in the CX Team, collaborate in the implementation and review of ACM’s Customer Strategy.  Oversee the strategic relationship management of third party ticketing and marketing service agreements.  Develop business wide Customer Engagement reporting to track progress, identify challenges and success points, understand variances to expectations and drive future customer focused decision making.

Decision Making

 Under broad direction from the Executive Team, this position is required to operate autonomously and make tactical decisions under pressure to achieve the accountabilities. This position will be required to resolve long term customer issues and be responsible for the resolution of any customer issue within delegation.  The position will be required to balance the often competing enquiries and immediate demands of internal and external stakeholders. The role represents the interests of Arts Centre Melbourne in managing relationships with presenters and customers.

Director, Customer Engagement Last Reviewed: October 2018 Page 2 of 2