Lisa Martens Email & Phone Number

Australia

Melbourne, Australia

• Responsible for the implementation of Tennis Australia’s ticketing and membership strategies for the Australian Open, Australian Open Series, Davis Cup, Fed Cup and other Tennis Australia events. • Maintain strong working relationships with ticketing company, venue representatives and Tournament directors/Event Directors of the AO, AO Series and other TA Events.• Collate and confirm all internal and external stakeholder ticketing requirements.• Management of Event Builds… Show more • Responsible for the implementation of Tennis Australia’s ticketing and membership strategies for the Australian Open, Australian Open Series, Davis Cup, Fed Cup and other Tennis Australia events. • Maintain strong working relationships with ticketing company, venue representatives and Tournament directors/Event Directors of the AO, AO Series and other TA Events.• Collate and confirm all internal and external stakeholder ticketing requirements.• Management of Event Builds, allocations and holds across all events.• Monitor sales across all events and provide associated reports.• Handling of customer queries in a friendly and efficient manner.• Successful delivery of ticketing, both commercially and operationally across all TA Events.• Management of the Australian Open Membership Program, including communications, database analysis, member retention and growth strategies, membership program reviews and change implementation. Show less

Rod Laver Arena

• Accountability for all elements of event delivery with a focus on delivering a world class experience for all clients and guests. • Responsibility for the development and implementation of a Mystery Shopper program at Rod Laver Arena.• Mapping of the Customer Journey at Melbourne Park and identifying areas for improvement.• Delivering Customer Service training to casual event delivery staff with a view to improving the Guest Experience across all venues.• Working closely with… Show more • Accountability for all elements of event delivery with a focus on delivering a world class experience for all clients and guests. • Responsibility for the development and implementation of a Mystery Shopper program at Rod Laver Arena.• Mapping of the Customer Journey at Melbourne Park and identifying areas for improvement.• Delivering Customer Service training to casual event delivery staff with a view to improving the Guest Experience across all venues.• Working closely with Delaware North retail catering operations in the planning and delivery of retail catering operations to ensure anticipated revenue is achieved.• Revision of controllable event costs and development of new event labour profiles ensuring a reduction in labour costs for venue Hirers. Show less

• Senior Event Manager for the Arenas Team, responsible for the effective planning and delivery of concerts and events in Rod Laver Arena and Hisense Arena, and a member of the Event Management Team delivering the Australian Open.• Successfully managed a team of five Event Managers working in two Arenas• Significant event management experience including multiple Australian Open Tennis Tournaments and high risk overnight dance party events.• Coaching, developing and training of… Show more • Senior Event Manager for the Arenas Team, responsible for the effective planning and delivery of concerts and events in Rod Laver Arena and Hisense Arena, and a member of the Event Management Team delivering the Australian Open.• Successfully managed a team of five Event Managers working in two Arenas• Significant event management experience including multiple Australian Open Tennis Tournaments and high risk overnight dance party events.• Coaching, developing and training of Melbourne Park’s casual event delivery team of over 600 Event Security and Patron Services team members.• Successfully manage relationships and communications with key contractors.• Close communication with Hirers ensuring their event is delivered according to expectations.• Perform the role of Duty Manager (and Chief Warden) during events, responsible for emergency management and the safety and security of all staff and patrons on site.• Administer and finalise all event costs in preparation for venue settlement with Hirers.• Preparation of monthly financial reports detailing costs, revenue, and variance explanations.• Development and maintenance of department policies and procedures.• Continual improvement of crowd management practices and delivery standards.• Rostering, training and performance management of the casual event delivery workforce.• Oversee the planning and delivery of event merchandise operations, including, liaising with merchandise company representatives, planning point of sale locations, rostering of staff monitor sales, complete sales reconciliations and financial settlement. Show less

• Managed a team of two full time staff, and two casual staff, including training, development and performance management.• Managed the ticketing operations for all ticketed events in M&OP venues, acting as the primary point of contact for the Hirer and all internal and external ticketing stakeholders.• Worked closely with the Australian Open Ticketing Manager to facilitate the ticketing requirements for their event and assist them to achieve their Ticketing outcomes.• Worked… Show more • Managed a team of two full time staff, and two casual staff, including training, development and performance management.• Managed the ticketing operations for all ticketed events in M&OP venues, acting as the primary point of contact for the Hirer and all internal and external ticketing stakeholders.• Worked closely with the Australian Open Ticketing Manager to facilitate the ticketing requirements for their event and assist them to achieve their Ticketing outcomes.• Worked effectively with all internal departments to ensure the effective ticketing and delivery of events according to venue plans and seating configurations.• Liaise with Hirers to determine seating layouts and provide advice and guidance on all elements of ticketing for their event, including pricing and event builds, management of seat holds and releases, sales strategies and marketing opportunities.• Increase revenue through alternate pricing of the house (‘flexing’ of price categories during the on-sale period).• Management of the Ticketing Department overheads. Accountability for the provision of accurate and detailed ticketing build information to the ticketing contractor, ensuring their operations are in line with the contract and the best interests of the promoter.• Improved department practices ensuring hirer’s receive consistent quality of work, attention to detail, and best practice standards.• Provision of on-going reports and sales information to stakeholders.• Ensure seating layout and sight-lines are acceptable on event days.• Oversee Box Office operations, ensuring appropriate staffing levels and presentation.• Produce Box Office Settlement Reports for Promoters, Finance, and Department Managers at the conclusion of events• Respond to complaints and issues pertaining to ticketing and seating and provide post event reporting and recommendations where necessary• Worked closely with clubs such as Melbourne Storm to ticket their membership base. Show less

• Managed and coordinated the daily operations of the team of Customer Service Officers including briefings, rostering, training, and performance management.• Updated and maintained the internal ticketing system with all events for public sale (including internet sales) as well as organising tickets for private hirers.• Provided on-going training to staff to ensure competency with the ticketing system, a thorough knowledge of event operations, and the provision of excellent customer… Show more • Managed and coordinated the daily operations of the team of Customer Service Officers including briefings, rostering, training, and performance management.• Updated and maintained the internal ticketing system with all events for public sale (including internet sales) as well as organising tickets for private hirers.• Provided on-going training to staff to ensure competency with the ticketing system, a thorough knowledge of event operations, and the provision of excellent customer service.• Administered all aspects of Box Office reconciliation and financial reporting for events.• Devised daily rosters for an on-going schedule of events and cinema screenings, ensuring staffing levels satisfied the needs of customers and visitors, whilst adhering to budget requirements. Show less

Diploma Of Tourism Management

Diploma Of Graphic Art And Design