E-commerce and Ticketing Assistant

**Opportunity ID**

315

**Location**
- IWM London

**Salary**
- Circa £26,175 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:

- ** Managing 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 department 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.

**Your duties will include**:
**E-commerce support**
- Working with the E-commerce Executive, 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 Management**
- Assisting with the management 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.
- Liaising with key stakeholder groups regarding upcoming requirements ensuring deadlines are managed effectively.
- Assisting with the set-up of Air Show ticketing and providing ongoing support for queries.
- Establishing excellent working relationships 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.
- Ensuring effective backup and support systems are in place that 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.

**Increasing sales and net profit**
- Assist with increasing gross sales and net profit through an increase in the number of orders, the average order value and a reduction in refunds and losses.
- Work closely with the central teams to ensure all commercial opportunities, such as promotions, exhibitions, events, trends, seasonal activity are reacted to and the opportunity for sales maximised.
- Assist as required with implementing changes necessary within the digital transformation strategy to maximise any potential commercial gain.

**Communication**
- Maintaining effective communication methods that work across all the organisation, working closely with the E-commerce team and other departments including IT, Financial Controls, Public Engagement and Learning, Marketing, Communications, Customer Experience, Membership and other key business unit