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POSITION DESCRIPTION
HRF001:
Date: May 11
Approved by:
Position Title:
Online & CRM Coordinator
Department:
BASS Direct Sales & Promotions
Classification / Level:
P&A4 ($50,680 to $54,561 plus 9% Super)
Ordinary Working hours
and days:
Normal working hours are 37.5 hours per week, to be worked over 5 days
between Monday to Friday.
Contract tenure:
2 years, full time
Reports to:
BASS Sales and Marketing Executive
Direct reports:
N/A
Significant working
relationships:
BASS Direct Sales and Promotions team
BASS Client Services Department
Adelaide Festival Centre Online Marketer
Other Adelaide Festival Centre Departments
Decision Making /
Purchasing Authority:
Special Conditions:
Within designated levels of authority
Information on Adelaide
Festival Centre
The Adelaide Festival Centre is central to the Arts in South Australia and an
integral part of community life in the State. The AFC welcomes the
community, artists and companies and provides arts leadership in SA. We
celebrate and showcase Australian artistic achievements, develop them for a
world audience and bring stimulating ideas and projects to our State.
Department Overview
BASS stands for Best Available Seating Service and was Australia’s first
computerised ticketing agency. Established in 1977, today BASS is South
Australia’s major arts ticketing agency and is an important part of the AFC’s
business activities.
Summary of Key
Purpose:
Reporting to the BASS Sales and Marketing Executive, this position is
responsible for assisting with the development and implementation of online
marketing and website content strategies that are designed to increase
online traffic and drive ticket sales.
Some out of hours work will be required from time to time
This position will ensure that the online content of the BASS website is
current at all times, will facilitate data management and data extractions from
the ticketing software as it relates to all digital marketing campaigns and
online promotional activity for BASS and its clients, will optimise all
Customer Relationship Management and e-campaign software tools, and will
develop post-campaign reports that will become a part of BASS’ standard
suite of post-event client reports.
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Key Result Area / Accountabilities:
(This position will:)
Assist the BASS Sales and Marketing Executive to ensure that BASS’ website:
 Is aligned to the BASS brand platform position and identity
 Improves service delivery to current and potential customers
 Provides drive and business value to the core business streams
 Reinforces key marketing and communication priorities
Facilitate day-to-day content management of the BASS website via the Content Management System and
act as the main point of contact for all online updates to ensure that:
 Event pages are built and information is accurate
 All events are onsale on time
 Event images are sized correctly and event copy is appropriate for online content
 Venue maps are loaded
 All other corporate and event information is accurate at all times
Assist to develop and implement online marketing strategies to drive cross-selling and up-selling initiatives,
including:
 Maintaining the online collateral schedule
 Writing and editing online copy
 Building and sending emails
Under direction, assist the Ticketing System Coordinator to leverage the ticketing software in order to
optimise the online experience for all patrons, clients and stakeholders, and assist with the user acceptance
testing and roll-out of new functionality such as:
 Packaging options
 Online Subscriptions
 Cross-sell and Up-sell
 Chose your own seat
Optimise the use of BASS’ software to track, analyse and report on effectiveness of online campaigns using
all reporting tools available via:
 BASS ticketing system and marketing modules
 Customer Relationship Management (CRM) tools
 Campaign monitoring tools
Maintain superior knowledge of contemporary issues in the field of online marketing and communications
and assist to identify and deliver opportunities to continuously improve BASS’ online presence and
communications.
Assist to execute the production and audit of website content, online processes and campaigns.
Facilitate the Customer Relationship Management requirements of BASS and its clients under the direction
of the BASS Sales and Marketing Executive, including :
 Assist with the implementation of Vital Statistics (CRM tool) into the BASS business
 Facilitate the day to day use of Vital Statistics
 Facilitate reporting from Vital Statistics for BASS and BASS clients
 Monitor and evaluate statistics for online campaigns using Vital Statistics, Enta Marketing and
Google Analytics
 Provide updates on the effectiveness of web strategies and promotional activity
 Analyse online sales trends and customer profiles to feed into strategies that will increase online
audiences
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Ensure that all BASS databases are accurate and up to date in line with data entry conventions, and that all
database segmentation is in accordance with data protection rules.
Assist to develop, and provide operational advice regarding, online marketing strategies that are designed
to increase online sales.
Communicate clearly and work closely with relevant business units to ensure online marketing and website
requirements are met.
Ensure online compliance with Privacy legislation and the Spam Act
Abide by all AFC policies and procedures including OHSW, Customer Service and Records Management
and provide input into OHS strategies within the workplace.
Any other legal duties as requested within level of skills, experience and competence
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Key Competencies:
Requirement (essential / highly
desirable/ desirable)
Qualifications / Education
Qualification / Education
Extensive online marketing experience
Essential
Successfully completed a tertiary level qualification in business,
marketing or similar
Desirable
Knowledge/Skills/Abilities
Knowledge/Skills/Abilities
Proven experience in e-marketing
Essential
Proven experience working with multiple databases and
maintaining database integrity
Essential
Excellent IT literacy skills particularly relating to Microsoft Office
software suite and Internet Browser functions, and well
developed and accurate administrative skills
Essential
Excellent attention to detail
Essential
Sound written and verbal communications required to provide
information and advice to internal and external stakeholders.
Essential
Proven ability to set priorities, meet critical daily deadlines, work
with minimal supervision and under pressure
Essential
Proven ability to meet and maintain deadlines and to
concurrently facilitate complex and competing tasks
Essential
Proven exceptional customer service skills
Essential
Well organized with the ability to work effectively in teams and
solve problems
Essential
Ability to understand stakeholder needs and expectations and
implement appropriate recommendations
Essential
Ability to access, integrate and analyse online audience, sales
and customer data to provide accurate, timely and relevant
marketing intelligence
Essential
Able to exercise discretion and achieve results within a defined
timeline
Essential
An understanding of Privacy legislation and the Spam Act & its
impact on BASS and client online operations.
Essential
……………………………………………………….
Signature of Incumbent:
……………………………………………………….
Signature of Manager:
Date:………………………………………….
Date:………………………………………….
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