E-commerce and Ticketing Assistant

2 weeks ago

London, United Kingdom Imperial War Museums Full time

**Opportunity ID**

433

**Location**
- IWM London

**Salary**
- £28,000 to £30,000 per annum

**Hours**
- 36 hours net per week

**Department**
- eCommerce

**Job Summary**

IWM is embarking on an ambitious five-year digital transformation strategy which will encompass new and exciting opportunities to significantly grow our online revenues and give our customers a much-improved customer experience. This role will involve admin support and assisting with the day-to-day running of our E-commerce businesses with particular emphasis on the ticketing system, as well as supporting the E-Commerce team in the development and enhancement of our offering to increase net revenues.

The post holder will be responsible for:

- ** Administering systems** - to work with the IWM E-commerce and Admissions Systems, ensuring their accuracy and effectiveness and working with the E-commerce team to maintain a programme of continuous improvement.
- ** Managing workload** - working with all stakeholder areas to ensure all ticket set-up and management is efficiently and effectively managed providing a consistent and agile approach at all times.
- ** Reporting** - to provide admin support through system and financial reports and information to the Ecommerce department and wider organisation to enhance visibility and commercial awareness.

**Key duties**

You will be expected to work independently as well as across different teams in order to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.

You will focus at all times on delivering excellent customer service, ensure value for money at all times while being professional, courteous and demonstrating the behaviours and attributes expected of all IWM employees. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.

You will be expected to work across departments effectively, working with individuals, partners and where appropriate volunteers.

To identify and implement learning and development needs for both yourself and your team, including volunteers, if appropriate.

**In addition**, your duties will include:
**E-commerce support**
- Working with the E-commerce Specialist, including providing cover in their absence:

- **Order Management** - managing the status and progressing of orders for online sales. Process all orders and ensure that all service levels are met. Effective communication with customers is vital, as is an effective partnership with the Distribution Centre.
- **Content Support and Digital Marketing** - assisting with product set-up, online campaign delivery merchandising, creating Search Engine Optimised (SEO) content and other digital marketing activities. You will be expected to develop customer communications and commercial activity across all E-retail businesses, working closely with other departments.
- Providing reports for ticketing and the online shop’s sales performance, including financial reconciliation.

**Ticketing systems administration**
- Administration of our E-commerce and admission ticketing systems (including walk-up till systems, online, schools and events), focussing on ticketing setup requests and daily operational requirements, making sure you are maximising the capabilities of the systems to meet IWM’s growing needs.
- Completing the setup and testing of tickets and events on the ticketing system as requested by the Ticketing and E-commerce Systems Manager, including air show setup, admissions offers, public events and general tickets, providing full cover for this function.
- To help monitor and update systems and to devise and implement any procedures needed to support staff across the organisation to ensure the accuracy of its data.
- Assisting with the set-up of Air Show ticketing and providing ongoing support for queries.
- Establishing excellent working relationships and liaising with the key parties involved with all the E-commerce and admissions systems including the IT department, system service providers, events teams, technical staff, Financial Controls, Retail and Admissions and all end users of the systems.
- Assist with backup and support systems to allow continual trading whilst meeting IWM policies and procedures.
- Maintaining an expert level of own systems knowledge.

**System Administration**
- Managing the accuracy of the admission ticketing system, updating as required, investigating any system errors and making corrections where possible, and bringing any issues to the attention of the Ticketing and E-commerce Systems Manager.
- Maintain the files on the shared directory adhering to policies and procedures.
- Working closely with the Ticketing and E-commerce Systems Manager to ensure key tasks are covered during their absence.
- Producing financial reports as required detailing the operation of the system and the performance of the da

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