Position Description

Position: Graduate Role – Merchandise & Ticketing Officer

Department: Marketing & Commercial

Manager: Membership & Sponsorship Manager

Direct Reports: n/a

Role Purpose: The Merchandise & Ticketing Officer is responsible for the service and sales of all and Hurricanes merchandise and ticketing related activities.

Document Date: February 2019

Cricket Tasmania’s Strategic Link(s) to This Position

The Marketing & Commercial strategic link to this position:

Strategic Pillar: We put fans first

Supporting Strategies: • Grow fan engagement and satisfaction • Deliver seamless digital communications • Produce digital content to reinforce the Hurricanes brand and engage with the broader community

Key Responsibilities

Customer Service Delivery

• Drive customer service standards across and Cricket Tasmania, ensuring Members & Fans are serviced to high standards • Ensure all front-line enquiries are dealt with an efficient and timely manner • Manage all front end/face to face interactions with stakeholders upon entering Blundstone Arena • Manage all front-line communications, including inbound calls, mail, face to face interactions, at match

Ticketing Sales & Servicing

• Oversee the development of AFL / BBL / Cricket and International Ticketing builds and event order plans • Assist in the development and implementation of Ticketing policies • Manage all ticketing displays and information at match • Manage and produce reciprocal ticketing agreements with other venues, states and associations • Provide regular and ad hoc ticketing lists, statistics, information and reports as required • Manage all group and casual ticketing enquiries • Manage the fulfillment of all internal/external stakeholder ticketing requests, including, but not limited to sponsors, league partner etc. • Ensure the ticketing areas are clean, well displayed and operational ______Page 1 of 4 • Manage and participate in game day ticketing operations and service to ensure customer experience exceeds expectations.

Merchandise Sales & Servicing

• Oversee the development and implementation of Merchandise policies, including o Staff/Partner offers and ordering o Online ordering o Complaint/refund management • Manage all merchandise displays • Provide regular and ad hoc /ticketing lists, statistics, information and reports as required • Ensure the merchandise areas are clean, stocked well and presentable always. • Ensure stock levels are appropriate • Ensure all stock is entered into the system and regularly checked and balanced • Assist in the ordering of all merchandise including staff gear, player orders etc • Manage and participate in game day merchandise operations and service to ensure customer experience exceeds expectations.

General duties

• Work collaboratively with the Membership Officer/Membership Team in handling front line enquiries, sales and ticketing related components • Assist in the development of sales and marketing plans for Ticketing and Merchandise sales • Support the Membership & Sponsorship Manager/team to develop, implement and deliver sales & marketing objectives, programs and targets • Assist Membership & Sponsorship Manager in the ticket builds and seating plan all events • Ensure all communication is up to date and current across all channels • Assist in the development of data modelling and propensity profiling • Daily sales reporting and reconciliation across Cash, Eftpos sales etc.

Key Stakeholders

▪ Cricket Tasmania and Hobart Hurricanes members & fans ▪ Marketing & Commercial team members ▪ CEO and Board committee ▪ Internal teams including: Blundstone Arena Venue, Community Cricket ▪ digital, communications and marketing staff ▪ Australian State Cricket Associations and Big Bash League teams Child Protection

It is your duty to comply with Cricket Tasmania Child Safety Standards which are designed to protect the welfare of children involved in the sport of cricket. As part of your duty, you must recognise that children need special care and attention that you will provide as you will be committed to protecting and prioritising the safety of children.

Governance

Cricket Tasmania is committed to managing risk in accordance with the processes established under its Risk Management Framework. To deliver on this commitment, you are required to be responsible and accountable for managing risk in so far as is reasonably practicable within your area of responsibility. You must at all times support the development, implementation and review of risk control and mitigation strategies and otherwise act in accordance with Cricket Tasmania’s Risk Appetite level, as determined by the Board. 2 Duties under Workplace Health and Safety Requirements

It’s your duty to comply with the Cricket Tasmania policies and procedures which are designed to protect your health and safety at work. As part of this duty, you must comply with all reasonable instructions from managers in relation to health and safety issues at work. This means participating in workplace health and safety training and consultation, cooperating with Cricket Tasmania as required ensuring compliance with the law and reporting any incidents, hazards and near misses.

People & Culture

▪ Adopt a holistic view to the on-going success of Cricket Tasmania and achievement of strategic objectives ▪ Promote and strive for the desired culture, values and behaviours amongst Cricket Tasmania employees and related groups ▪ Increase your capabilities in areas required to achieve desired outcomes by undertaking specific training and personal development programs ▪ Ensure adherence to the policies and procedures put in place by Cricket Tasmania, including but not limited to Workplace Health and Safety, Human Resources and Finance ▪ Ensure all relevant safety standards are maintained

How We Play – Key Behaviour Indicators

BE REAL WE’RE REAL ABOUT CRICKET’S FUTURE Show respect, talk straight. Never be afraid to challenge or be challenged.

SMASH THE BOUNDARIES GO FOR IT…CHANGE THE WORLD Innovate. Be comfortable being uncomfortable. Challenge the status quo without fear of failure.

MAKE EVERY BALL COUNT BE RELENTLESS… PLAY TO WIN Do what you say. Deliver. Make Decisions.

STRONGER TOGETHER GO FURTHER... COLLABORATE. Embrace diversity. Listen. Customer’s voice 1st. Do what’s best for cricket.

Key Position Requirements

Experience & Qualifications • Administration and Customer Service experience • Retail Sales Experience (desirable) • High-level skills in Microsoft Office programs

Behavioural Attributes

3 • A passion for driving Customer Service Standards • Excellent organisational skills • Excellent phone/email manner • Enthusiasm and energy • Collaborative in approach • Ability to prioritise work and attention to detail • Dynamic, forward thinking and takes initiative • Strong written and oral communication • Tenacity • Integrity • Passion for thinking outside and exploring new opportunities

Hours of Work

This is a full-time position. Given the unique nature of the sports industry, working outside of office hours will be required including attending key match days (e.g. Hobart Hurricanes home games) as part of the event delivery team, member events and maintaining digital media presence. Flexibility around the hours/days worked may be available and negotiable with the successful candidate.

Acknowledgement

The list of key responsibilities and key results areas herein are not intended to be all inclusive and may include additional responsibilities as required and assigned.

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