Sarah Harvey Email and Phone Number

Covering the Head of Experience role during the recruitment for MoB’s new CEO. Responsible for leading the development, implementation and evaluation of the strategic marketing and visitor experience to grow awareness of the museum. Managing the Visitor Experience, Events, Public Programs, Partnerships and Philanthropy, Retail and Marketing teams.• Advise senior management on audience analysis, relationship management, corporate image and campaigns• Lead the marketing team and ensure campaign effectiveness and consistent brand message, whilst ensuring brand and experiences are fully aligned• Build and sustain relationships and seek collaborative outcomes to grow reputation and improve overall visitor experience• Manage corporate partner relationships and manage contract renewals and negotiations

Lead the strategy and implementation for the visitor experience team, event team, public programs and retail teams.• Provide leadership to the visitor experience team and ensure a positive environment for staff and visitors• Lead the planning and production of all events including exhibition openings, donor events, partner events, venue hire, and public programs.• Lead the MoB Shop retail team to create a high-quality retail experience that reflects Brisbane makers• Seek partnership opportunities to support the program• Support the executive team in servicing donors and corporate partners

Responsible for the management of FOH services and for providing operational support to the NIDA Theatres team to deliver an exceptional customer service experience for clients. Key responsibilities include: Manage a team of casual FOH staff from the recruitment process through to the administration of the employment contract, training, rostering and timesheet reporting.Foster a collaborative and positive working environment for FOH staff and mentor them to embrace anexemplary and responsive approach towards clients and patrons. Implement effective processes and procedures to ensure that event briefings and reports are prepared and distributed in a timely manner. Organise the NIDA bar services and merchandise outlet, manage suppliers, stock levels and ordering process to maintain agreed profitability margins. Supervise and maintain the venues and FOH areas to the highest level of functionality, safety and presentation ensuring they are well serviced pre- and post-events.Implement alcohol and cash management policies and effectively manage and maintain NIDA Theatres event equipment.

Manage the front of house service for all events held at NIDA, Coordinate the casual staff including recruitment, rostering, training and briefing on events, Manage the NIDA bar and all its operations from ordering, to stock management and reporting, Provide training on emergency evacuation procedures relating to front of house, Assist with the daily administrative operations in relation to the hire and use of NIDA Theatres’ facilities, act as a contact point for venue hirers and ensure accurate information and advice is provided to the client and NIDA Theatres team.

Resolving customer queries via phone and email and being a point of escalation to the customer service officers, training team members and oversee their development, coordinating with internal and external stakeholders to ensure smooth delivery of service to customers, responding to customer queries via Facebook, handling complaints with the objective of turning them around towards a positive outcome, reporting, assist the manager to achieve overall team goals.

Resolving customer queries via phone and email, inventory control for online store, dealing with difficult customers, liaise with delivery providers, providing support to stores, online help, over the phone sales, admin support.

Processing applications for ASIC’s (Aviation Security Identification Card), data entry, records management, archiving, answering calls, booking appointments, mail merge, handling confidential information, customer service, general administration assistance.

Achieve sales targets, oversee casual staff with regards to motivation, training and achieving targets, customer service, merchandising, maintaining stock levels and reordering.

Reception cover, travel booking, updating contact databases, social event co-ordination, calendar management, catering, filing, stationery ordering, trade library management, meeting set up.

Working alongside the Artistic Director to build and maintain the company, production team & cast management, liaise with suppliers & media, update social media, budgeting, website creation and maintenance, and manage all technical & practical aspects of the company and all productions.