The SMASH! Guest department is looking for a new Guest Coordinator (Merchandise) who will oversee the planning and management of the VIP Guest merchandise sales leading up to and during the convention weekend. You will be working with the Guest Coordinator(s) who will communicate with the VIP Guest on your behalf to arrange the merchandise sales. You are also required to do tasks such as, but not limited to, sales processes, point of sale operations, stock management, advertising and promotion of merchandise, accounting of sales, and crowd management. You will also be working closely to manage crew volunteers who will assist you on-the-day of the convention weekend. Outside the convention you may be tasked to assist in other guest department projects aimed at improving the SMASH! guests experience.

As a Guest Merchandise Coordinator, you must comply with our code of conduct and guest-related regulations e.g. confidentiality. The ideal candidate will have excellent customer service and communication skills, management skills, problem-solving skills and work well under a high-pressure environment.

KEY RESPONSIBILITIES

Pre-Convention – General Operations

• Create a Guest Merchandise Booth floor plan to consider the designated area, its surrounding events, crowd control, merchandise allocation and management
• Create sales and payment methods through the finance department
• Prepare an approved VIP Guest merchandise sales policy to be followed on the day, with consideration to the needs and requirements of SMASH! and VIP Guest(s)
• Oversee and lead the implementation of promotion materials for guest merchandise sales for the public. This includes collaboration with the Marketing Department
• Communicate and receive the proposed stock list of the guest merchandise from Guest Coordinator(s)
• Collaborate with other departments ensure smooth merchandise sales performance and prepared items before convention
• Ensure guest merchandise are delivered safely prior to the convention and perform reconciliation to ensure the correct items & amount of items are received, with consideration to online/remote appearances.
• Meet tight deadline requirements set out by management and requests from other departments
• Attend department meetings and actively participate in the development of guest department operations
• Prepare training documents and manage training of crew volunteers in via mentoring and providing guidelines and assistance

During Convention – Set up and Pre-event, Event Weekend

• Oversee and supervise the plans for Guest Merchandise Booth
• Coordinate and communicate with crew volunteers and other departments as necessary to obtain the correct equipment, materials items, set up, etc
• Liaise with finance department to prepare necessary cash float and setup the sales operations for the convention, then finalise the correct sales from cash flow to include in the sales report
• Ensure correct merchandise items and stock as agreed with guest (e.g. matching inventory lists)
• Lead crew volunteers in relation to guest merchandise sales (eg. policies) and related Guest Engagement Events
• Prepare end of the day sales progress report to Guest Director and Guest Assistant Director(s)
• Collect relevant data and feedback of the sales plans and operations in conjunction with the Statistics team
• Perform stocktake to ensure number of sales
• Provide secure storage for VIP Guests’ merchandise where easily accessible from and to VIP Guests’ possession, and during the convention
• Provide merchandise sales progress update to Guest Coordinators for their respective Guests (if asked)
• Prepare and provide appropriate sales revenue (accounting for any service fees) for VIP Guests at the end of event weekend

After Convention – Formalities, Feedback & Procurement

• Perform final accountability of sold merchandise and items remaining to ensure all merchandise items are accounted for
• Assess performance of overall sales report and operations debrief to Guest Director
• Provide potential project suggestions, general feedback and improvement advice in department and general meetings

Other Responsibilities

• Assist or lead departmental projects aimed at improving the SMASH! Guest experience for both attendees and the department.

ESSENTIAL SKILLS, EXPERIENCE, QUALIFICATIONS

Proficiency in written English Proficiency in speaking English Contactable on a regular basis via email and phone Available for convention day(s) in Sydney, Australia Available for both workshop and training days, set up day, both days of the convention and post-convention day in Sydney, Australia Attend meetings, workshops and activities as required Excellent coordination and customer service skills Experience in managing crowd control and queue planning Organisational and project management skills

DESIRABLE SKILLS, EXPERIENCE, QUALIFICATIONS

Resides in Sydney, Australia Prior knowledge and/or experience of SMASH! guest engagement events (signing and selfie-photo sessions) either as an attendee or volunteer Previous SMASH! volunteering experience is desired, but not essential Proficiency in written or reading of Japanese, Chinese or Korean Proficiency in speaking of Japanese, Chinese or Korean Knowledge and/or interest in Japanese culture and popular cultural references