The SMASH! Ticketing & Customer Service department is looking for a new Director who will be responsible for managing and overseeing  a number of ticketing and customer service activities including ticketing operations, logistics and sales. As a director you will design, implement and execute the department plan where you’ll guide the team in achieving these goals leading up to, during and after the convention. You will also be working closely with the IT and Marketing departments in procuring tickets and passes, running of ticket sales programs and driving ticket sales. 

The ideal candidate will be highly motivated and open to constructive criticism, excellent interpersonal communication skills and customer service skills, good time and stress management skills, works well under a high pressure environment, problem solving skills takes initiative in tasks and is well organised.

This includes but not limited to:  

Pre/Post-Convention

• Attention to detail with ticketing, FAQ, and queries being correct and accurate
• Testing and management of internal and external ticketing and online sales systems
• Ensuring system functionality for popup booths (e.g. account allocation, pass types, etc.)
• Collaborating with Marketing to ensure up-to-date details on the FAQ, FPS and API details
• Ensuring that all necessary staff are kept up to date with convention details and system updates
• Creating and implementing a management plan such as pre-sales and on the day sales for the event, logistics and operations of ticketing plan, pre and on the day of the event
• Ensuring inter-departmental relations and communication for various issues and updates
• Attending and executing pop-up booth and convention sales as determined by the Marketing department
• Reporting to Executive Management regarding ticket sales and operations
• Managing crew volunteer training materials
• Managing and operating the in-house ticketing and sales system operation
• Procuring of tickets, passes, and lanyards for convention
• Displaying and maintaining a positive and professional attitude at all times
• Attending to and managing customer service queries and complaints received by email and via social media platforms in a timely manner
• Procuring signs and wayfinding material for all departments

Convention Weekend:

• Supporting front of house with ticket sales and crowd control and queue management planning
• Assisting at the Information Desk to provide face to face customer service
• Managing crew and staff volunteers and providing guidance

TO BE CONSIDERED FOR THE ROLE, YOU MUST:

• Reside in Sydney, Australia
• Proficiency in written English and a clear and friendly writing style
• Proficiency in speaking English
• Be available throughout the year for management meetings,  department meetings and additional extracurricular activities relating to staff or crew
• Require availability for staff workshops and crew training days, set up day and both days of the convention
• Easily contactable via Email & Mobile phone
• High levels of organisational skills – responsibilities and time management
• Strong communication skills, commitment and online presence
• Have fun!

DESIRABLE:

• Team management and leadership experience
• Previous volunteer or customer service experience
• Experience in ticketing/box office
• Interest or have experience in event management
• Has previous experience managing a large number of people
• Ability to be aware of multiple events happening at the same time
• Knowledge and/or interest in Japanese culture and popular cultural references

APPLICATION FORM