E-commerce & Data Insights Officer (Ft)

**Main Job Responsibilities**:
Scottish Opera is looking for an enthusiastic and creative individual to join the team as E-commerce and Data Insights Officer. Reporting to our Marketing Campaigns Manager, you’ll be responsible for ensuring the smooth operation of the website and ticketing systems and gather insights from across the digital platforms. You should be able to meet deadlines and multi-task effectively, have a strategic mindset and always aim to think out of the box.

**Ticketing and sales responsibilities**:

- Set up ticketed events and merchandise in Spektrix ensuring all information is accurate.
- Liaise with venues, promoters, ticket agencies and third party box offices to set up ticket allocations, promote performances and ensure effective flow of information.
- Create a process for managing merchandise orders from the new online shop.
- Report on sales and build or request bespoke reports from Spektrix as required.
- Be the first point of contact for customer enquiries and processing bookings while providing excellent customer service.
- Carry out front of house and ticketing duties where necessary at venues across Scotland.
- Provide front of house and ticketing teams with reports, ensuring these are passed on in a succinct and timely manner.

**Web and analytics responsibilities**:

- Oversee website content (layout and creation of new pages) and ensure that work is progressed based on insights, (such as google analytics, hot jar and customer feedback) in a timely manner.
- Regularly review website usage, report on bugs, monitor CMS updates and provide recommendations for development, ensuring a smooth customer journey.
- With training, assist in the transition to continue the set-up of Google Analytics 4. Update the team on insights and write a monthly report on web usage.
- Make recommendations on content development to reach web goals and grow income.
- Support the wider Company, in particular the Education and Fundraising teams, with web requirements.

**General requirements**:

- Work as a member of the Marketing team, developing and maintaining an awareness of the objectives and activities of the wider team.
- Proof-read your own and others’ copy.
- Attend performances and act as an ambassador for the Company.

**Person Specification**
- Have a minimum of 3 years experience in a ticketing and/or digital marketing role.
- Have an interest in the performing arts.
- Have experience in a ticketing and/or digital marketing role.
- Have an understanding of and a willingness to continually learn about google analytics. Knowledge of other associated products would also be a plus (Google Tag Manager, Google Data Studio, Google Search Console).
- Be proficient in all aspects of Microsoft Office and a CRM system (preferably Spektrix).
- Have excellent knowledge of digital marketing and Content Management Systems.
- An ability to establish and maintain effective relationships with colleagues and working partners.
- Excellent communication skills, both written and oral.
- Excellent interpersonal skills.
- Dedication to meeting the expectations and requirements of internal and external customers.
- An ability to work under pressure.
- An ability to work independently and on own initiative, as well as part of a team.
- Excellent planning and organising capability.
- Attention to detail.
- A flexible approach to working. The post holder is required to travel from home during performance periods and to attend meetings and other events out with normal working hours as necessary.
- An ability to maintain confidentiality and discretion at all times.

**General Terms & Conditions**:
**Hours**: Standard hours are 35 hours a week, 9.30am to 5.30pm, Monday to Friday with an hour for lunch.

Evening work and travel within Scotland will be required.

**Annual salary**: c. £20,616 - £24,738 plus benefits (depending on experience).

**Holidays**: 25 days per annum + Public Holidays.

**Probationary period**: 3 months

**Pension**: You will be automatically enrolled into a qualifying workplace pension scheme (QWPS). You will contribute 4% of your salary, the Company contributes 8%.