Ticket Fulfillment Services Specialist

Working for Cricket Australia means that you become a part of Australia’s proud history and help us look toward the future. We are seeking to drive bold, transformative change in digital experiences, junior participation, culturally diverse inclusion, gender equality and sustainability, re-imagine the W/BBL, build player connection through storytelling and play our part in developing the game globally.

Our purpose is clear; to unite and inspire everyone to love and play cricket. Cricket is so much more than just a game; it brings people together and binds us all through our shared experiences.

This is your opportunity to join a purpose-led organisation that truly makes a difference to Australians.

ABOUT THE ROLE

The Ticket Fulfillment Services Specialist is responsible for managing the order fulfillment process including order entry, administration, and shipping for ticketing including group, stakeholder, hospitality, travel packages. In this role you will oversee the order tracking process and ensures orders are processed in accordance with customer service standards and will also lead the development and implementation of system, process and procedures related to ticketing.

Reporting to the Team Leader, Ticketing Operations your responsibilities will include:
Operations and Services

Manage the order fulfillment process including as required order entry, administration, and shipping for ticketing and premium experiences (internal or outsourced as required).
Develop and implement customer service standards.
Develop, implement, and manage match day queries in relation to ticket enquiries/issues.
CRM - ensure information is accurate at all times (working with Technology and Finance).
Inventory Management - working with the State Ticketing Specialists and BBL Clubs ensure all required holds for programs are accounted for an accurate.
Create required ticket holds and fulfill tickets in line with agreed processes and policy.
System and Process Development and Innovation -identify efficiencies and automation opportunities.

Reporting and Financial Reconciliation

Produce relevant financial and management reports.
Manage and settle seasonal stakeholder invoicing for ticketing and premium experience, in conjunction with finance.
Maintain 100% accurate Fulfilment database, including all reconciliations (ensuring accuracy across all platforms CRM, ticket agent, finance)

Compliance and Administration

Ensure compliance with contractual obligations including MOU and department specific contractual arrangements.
Other administrative and reporting duties as required.

WHO WE ARE LOOKING FOR

High level of organisation, time management and attention to detail
Strategic thinker with demonstrable planning skills
Dynamism and enthusiasm for working to achieve win-win attendance and commercial outcomes.
Proficient computer skills including experience working with CRM databases, MS Excel, MS Word, and cloud-based booking/events software.
Experience using Ticketek and/or Ticketmaster ticketing systems (or a similar reserved seat ticketing program) with ability to place holds, print/purchase tickets and pull reports.
Ability to multi-task and handle a significant amount of information and enquiries.
Highly personable and customer service focussed always with strong verbal and written communication skills.
Ability to work quickly and calmly under pressure with mínimal supervision.
An understanding of cricket and cricket’s stakeholders and event experience would be desirable but not essential.

There is a preference for this role to be based in Melbourne, but other locations would be considered.

WHAT’S IN IT FOR YOU?

Our employees at Cricket are gifted an additional week leave at the end of season As a CA employee, you will also have other benefits including:
Tickets to the Cricket for you to take your friends and family and experience Australia’s favourite game
A flexible working environment, meaning we strike the balance of what you need and what works for the business (this isn’t limited to working remotely)
Discounts from our partners and salary packaging options
A multitude of leave types including paid parental leave and volunteer leave

THE IMPORTANT STUFF

Cricket is a sport for all Australians and our workplace reflects that. We recognise our differences are our strength and a diverse and inclusive workforce is fundamental to our success. We strongly encourage Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people of colour, women, LGBTIQ+ people, people with diverse religious beliefs and people with a disability to apply.

Australian Cricket, including Cricket Australia, is committed to being a child safe organisation and requires all team members to hold a valid Working with Children Check.