position description - sportspeople• creative, with an ability to encourage innovation and to...

Printed: 01/10/2019 (Uncontrolled when printed)

PD – EVENTS COORDINATOR | V1 PAGE 1 OF 5

POSITION DESCRIPTION Title: Events Coordinator – Customer Experience

Classification: Continuing; Full-time

Reports to: Deputy Chief Executive Officer (until Feb 2020)

Event Operations and Customer Experience Manager (post Feb 2020)

Direct Reports: Events Officer

Casual Events Staff

ABOUT THE KARDINIA PARK STADIUM TRUST

The Kardinia Park Stadium Trust (Trust) is a statutory authority established under the Kardinia Park Stadium Act 2016.

The Trust has been established to administer, promote and manage the Kardinia Park Stadium Trust land, within an over-arching objective of contributing to the economic, community, and liveability benefits to Geelong, that arise from the use of Kardinia Park.

The Trust is responsible for the end-to-end operations and management of Simonds Stadium, Kardinia Park, including:

• Maximising the return on the State Government’s past and present investments in the Stadium;

• Ensuring a strategic approach to the development and use of the Stadium; • Improving operational efficiencies and reducing operating deficit; • Proactively attracting and procuring events to the Stadium and the Geelong region; • Maximising the Stadiums occupancy and usage; and • Creating strong sustainable partnerships

ABOUT THE ROLE

The Events Coordinator – Customer Experience is responsible for the successful planning, delivery and coordination of a portfolio of events, which may be inclusive of AFL, A-League, Big Bash League, major music events, alternate recreational/spectator events and/or community events. The Event Coordinator – Customer Experience will have oversight of the following business functions on a day-to-day and event day basis:

• Client and business partner communication and management; • Management of FOH event planning, development and delivery; • Delivery of FOH services including event staff, customer experience and all non-corporate

hospitality management; and • Analysis of event management practices and delivery to achieve the Trust’s commercial and

operational objectives. The Event Coordinator – Customer Experience is further responsible for the development, delivery and continuous improvement of a fan/customer and client engagement framework, which will see a variety of unique and innovative offers available to the fans/customers visiting the venue.


PD – EVENT COORDINATOR | V2 PAGE 2 OF 5

The Event Coordinator – Customer Experience will be familiar with large and complex crowd capacities and the intricacies of multiple offerings and activations. POSITION RESPONSIBILITIES Coordination & Supervision

• Provide direction to the casual event workforce (both internal and external) and relevant stakeholders to achieve business objectives.

• Provide assistance with the coordinate of the casual event workforce induction, training and management including Trust and contracted casual employees, in addition to leading routine deployment meetings.

• Significantly contribute to the formulation and review of event management policies, procedures and practices, including emergency management.

• Ensure compliance of all Trust events to relevant legislation, standards, policies and guidelines, including but not limited to HSE.

• Demonstrate and promote the culture, values, and philosophy of the Trust at all times. • Establish and maintain professional positive relationships with clients, business partners, and

key stakeholders to ensure event and non-event day compliance requirements are met. • Act as Deputy Warden in accordance with role within the Emergency Management Plan.

Event Management

• Plan, deliver and report on Trust events including contractual requirements, staff resourcing, ticketing, customer service and non-corporate hospitality management.

• Assist in the review and establishment of a Venue and Event Management Framework and Model.

• Develop and maintain Event Plans that meet all key stakeholder requirements including pre-event assessments and post event reporting and settlement.

• Develop and manage event budgets, monitor and report on financial performance. • Lead the establishment and continuous improvement associated with the creation of event

specific risk assessments. • Coordinate all non-corporate hospitality and player/official and incidental requirements (i.e.

ice orders). • Communicate with and manage event service contractors using diplomacy and tact, including

the conducting of event briefings and debriefings, and acting as the liaison person on event days.

• Complete event settlements and reports in accordance with contractual arrangements and Trust policy.

• Maintain awareness and provide advice on issues and trends related to event management. • Conduct pre-event and event workforce management inspections to ensure that the team is

on task and completing responsibilities in line with established standards. Customer Experience

• Establish, deliver and continuously improve an innovative Customer Experience Framework. • Collect and analyse data from fans/customers visiting the Stadium, to identify areas of

opportunity and improvement at the Stadium, or through new content offerings. • Develop and implement customer performance measures and reporting mechanisms.



• Establish and implement a ‘Golden Mile’ Strategy that enables the fan/customer to feel connected with the Stadium and Trust from the moment they commence their journey to the Stadium.

• Work with existing and new business partners and clients to ensure their customer experience requirements and aspirations are supported.

Health Safety & Environment (HSE)

• Comply with and demonstrate a commitment to HSE by leading by example. • Follow agreed safe systems of work, including using appropriate PPE (Personal Protective

Equipment) as require • Oversee and ensure casual events workforce (internal and external) compliance to the HSE

policies and procedures. • Incorporate safety instructions in routine orders and ensure that they are understood and

obeyed. • Report hazards, injuries and incidents. • Participate in and facilitate safety training, activities and meetings as required. • Work in a manner that maintains the health and safety of yourself, employees and others.

SELECTION CRITERIA

In addition to demonstrating relevant experiences across the core functional areas of responsibility identified in this Position Overview, candidates applying for the Events Coordinator – Customer Experience role will require a range of personal and professional skills, including:

Qualifications

• Tertiary or Higher Education qualifications in a relevant field (i.e. Event Management, Venue Management)

• Significant experience in similar role • Demonstration of ongoing professional development • Completion of a course in liquor licensing. • Completion of a Chief or Deputy Chief Warden Course. • Working with Children check • First Aid Certificate • Must be able to work weekends, day and night shift, holidays if needed depending on account

needs Skills and Experience

• End to end accountability within a major event, venue or mixed entertainment environment. • Proven ability to overcome obstacles, challenges and ambiguity to deliver inclusive experience

that are result and outcome driven. • Familiar with large and complex crowd capacities and the intricacies of multiple offerings and

activations. • Deep understanding of customer/client needs and drivers, particularly in the sport and

entertainment sector. • Strong understanding of event planning, delivery and management to achieve the desired

outcomes for all stakeholders. • Strong technical and learning agility to apply new concepts Event and/or venue operations

planning, management and delivery accountability in a similar environment.



• Fact based analysis techniques or benchmarking that drives change, innovation and improvement.

• Understanding of strategic objectives, trends and factors that may influence work plans, thinks laterally and is innovative in identifying and implementing improved work practices.

• Implications of regulatory, compliance and legal requirements applicable to the events, sport, entertainment and venues industries.

• Experience in establishing and maintaining constructive and effective working relationships with multiple stakeholders.

• Demonstrated leadership ability, team management, and interpersonal skills.

Personal, Values and Behavioral Attributes

• Exemplifies personal integrity and self-awareness, constructively challenging issues and committing to actions and reflecting on own behaviors.

• Creative, with an ability to encourage innovation and to champion new initiatives. • Ability to think strategically, analyse problems, respond creatively and implement strategy

into results. • Possess the intellect, cultural competency and flexibility to work effectively in a

collaboratively, values-driven and energetic team. • Positively influence, negotiate and resolve conflicts inherent in a multi-purpose stadium

environment. • Highly goal-orientated with a strong focus on delivery, structure, organisation and

inclusiveness.

REPORTING RELATIONSHIPS

Functional Reporting: • Deputy Chief Executive Officer (until February 2020) • Event Operations and Customer Experience Manager (after Feb 2020)

Management Responsibilities:

• Casual Employees; Events Officer/s

Key Stakeholder Management: • External Service Providers/Contractors

REMUNERATION

An attractive salary will be available to the successful candidate, based on skill level and experience. At the time of application, candidates are invited to indicate their salary expectations.

LOCATION

This position will be based at GMHBA Stadium, in Geelong, Victoria.

OTHER RELEVANT INFORMATION

1. A National Police Check may be required throughout your employment with the Trust. 2. Due to the nature of the role and the industry, after-hours work including evenings and

weekends will be required.

PRIVACY STATEMENT

Making an application for this position requires that you consent to the collection, use, storage and destruction of personal information, including details of your referees. This information will assist us



to select the best applicant for the vacant position. At all times during the recruitment and selection process, personal data will be treated in a highly confidential manner.

Documents will only be available to members of the selection committee for the purposes of selecting the best person for the position. All unsuccessful applicants’ documentation will be destroyed three (3) months after the end of the recruitment process. Please do not send originals of documentation with your application, as they will be destroyed.

Successful applicant details become employment-related information and will be placed on the successful applicant’s Personal File. The Kardinia Park Stadium Trust may release this personal information to third parties such as the superannuation providers, Victorian WorkCover and Centrelink for employment related purposes.

CERTIFICATION

The details contained in this document are an accurate statement of the duties, responsibilities and other requirements of the position.

Immediate Manager: Position:

Deputy Chief Executive Officer

PD Approval Date:

I have read and understood this Position Description and in signing this document agree that I can fulfil all requirements of the position described in this document, which forms part of my employment contract.

Additionally, I agree to notify KPST Management immediately of any change in my circumstances which my impact the requirements outlined in this Position Description, such as changes in Drivers licence status (where applicable to role); Police Check status; Capacity to fulfil inherent requirements of the role.

Employee Name:

Position Title:

Events Coordinator – Customer Experience

Date Signed:

Signature: