Manager Ticketing and CRM

Manager Ticketing and CRM

Join us at the Australian Museum (AM) and help us achieve our Mission to ignite wonder, inspire debate and drive change

About the Role

We are looking for a Manager Ticketing and CRM to lead the Ticketing and CRM team.

The role is responsible for the operation of the Tessitura application (CRM and ticketing) within the AM and its associated applications, and to maintain and update application functionalities to help ensure they are used to their full potential to support the operational needs of the AM.

Employment Status:

• Clerk Grade 7/8
• Ongoing
• Full time 35 hours per week

Click on the following links to begin the journey to find your new career at the AM

• Role Description
• AM Candidate Pack

You will be paid a competitive annual salary of $113,574 - $125,720 , plus employer's contribution to superannuation (currently 12%) and annual leave loading.

About you

We are seeking a technically proficient and people-focused system manager experience in managing CRM and ticketing systems. You're a natural problem-solver who can translate complex technical concepts into clear language for diverse audiences, while staying current with industry developments and best practices. With strong project management skills, people management capabilities, and a collaborative approach, you'll balance competing priorities, provide leadership to your direct report, deliver effective training and support, and maintain excellent relationships with stakeholders and vendors. Your ability to analyse data and implement practical solutions will be crucial in maximising the potential of our Tessitura system. You bring a results-oriented mindset, commitment to continuous improvement, and an appreciation for working in the cultural sector where technology connects people with the Australian Museum's mission.

Knowledge & Experience

• Experience supporting CRM and ticketing/booking systems or major business applications, including continuous improvement, implementing change, and project management
• System manager experience with strong database administration and troubleshooting capabilities
• Proven customer service experience in providing effective system education, training, and support to diverse user groups
• Strong project management skills including planning, coordination, risk management, and stakeholder engagement
• Demonstrated ability to collaborate and build relationships with internal staff, subject matter experts, business owners, and external vendors
• Excellent communication skills to translate complex technical concepts into clear language for technical and non-technical audiences
• People management capabilities with experience providing leadership, direction, and support to direct reports

Essential requirements

• Tertiary level qualifications, or demonstrable equivalent professional experience, in a relevant discipline

About The Australian Museum

The Australian Museum is truly a great place to work. We aim to be a leading voice for the richness of life, the Earth and culture in Australia and the Pacific. We commit to transform the conversation around climate change, the environment and wildlife conservation; be a strong advocate for First Nations' culture; and continue to develop world-leading science, collections, exhibitions and education programs.

Recent staff survey results confirm that our staff feel valued, accepted and supported and that they believe the AM is an inclusive workplace. AM staff also report a high level of job satisfaction.

The AM is located on the homelands of the Gadigal people and acknowledges and pays respect to the Gadigal people as the custodians of the land, sky and waterways, paying respect to Elders past and present.

Check out our current exhibitions and events here.

Benefits

Besides working together with other like-minded people, you will have access to professional development and dedicated Wellbeing programs.

How to apply

Applicants must submit (if submitted as attachment, please upload as PDF):

• A one to two page covering letter which addresses the role description's essential requirements, key knowledge and experience.
• Resume

As part of the online application process, you will be prompted to answer two targeted questions.

Question 1: System Management and Stakeholder Engagement (300 words maximum)

Describe a time when you managed a significant CRM or ticketing system enhancement or implementation project. How did you balance competing stakeholder priorities, manage the project from planning to delivery, and ensure the system met diverse business needs? What was the outcome?

Question 2: Training, Support and Continuous Improvement (300 words maximum)

Tell us about your approach to providing system training and support to users with varying levels of technical expertise. Include an example of how you've identified opportunities to improve system processes or user adoption, and what steps you took to implement these improvements.

For more details, Frequently Asked Questions and how to apply for the role go to I Work for NSW.

The successful applicant will be subject to national criminal records check. As recommended by Australian Technical Advisory Group on Immunisation (ATAGI), the Australian Museum encourages all applicants who can be safely vaccinated for COVID-19, to be so.

Contact person:Fara Pelarek, Head of Visitor Experience and Engagement, Fara..Museum

Inclusive and welcoming

The Australian Museum is an NSW Public Service organisation and aims to attract and retain the right people for the right jobs. The AM is a diverse and inclusive workplace where genuine participation and contribution is enabled, and everyone, regardless of their background, identity or circumstances is valued, accepted and supported to thrive at work.

This means that we are embedding diversity and inclusion in everything we do on a daily basis, whether it be our recruitment processes, workplace culture, career development programs, customer service or policies and procedures. If we can make some adjustments to our recruitment process to better enable you to shine, please reach out to the contact person or note this in your application.