Iain Shand
Ticketing and Customer Service Manager at Sydney Writers' Festival- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
Topline Score
Bio
Credentials
-
Fundamental Ticketing
TessituraOct, 2022- Oct, 2024 -
Working with Children Clearance
NSW Office of the Children's GuardianAug, 2019- Oct, 2024
Experience
-
Sydney Writers' Festival
-
Australia
-
Non-profit Organization Management
-
1 - 100 Employee
-
Ticketing and Customer Service Manager
-
Oct 2022 - Present
In charge of building all ticketed events for the Sydney Writer's Festival that takes place in May each year, plus their events for their Education programme that runs concurrently to the festival.In charge of a team of up to 12 individuals including casual staff and contracted staff that will help me ensure all customers are looked after in the lead up and during the festival. In charge of building all ticketed events for the Sydney Writer's Festival that takes place in May each year, plus their events for their Education programme that runs concurrently to the festival.In charge of a team of up to 12 individuals including casual staff and contracted staff that will help me ensure all customers are looked after in the lead up and during the festival.
-
-
-
Central Coast Mariners Football Club
-
Australia
-
Spectator Sports
-
1 - 100 Employee
-
Consumer Products Manager
-
Jul 2022 - Oct 2022
Due to my performance in the Membership and Ticketing role, I stepped up to oversee all Consumer Products including, Memberships, Ticketing and Merchandise.This still required me to do my usual role, but enabled me to bring in a Membership Coordinator to work alongside and help run Membership and Ticketing whilst I also worked with the Merchandise Manager to ensure things were running smoothly in that department as well.After developing the Consumer programs for the 2022-2023 season and making sure they were up and running successfully, I passed this role on to a colleague of mine as I moved on to take on an opportunity offered to me.
-
-
Membership and Ticketing Manager
-
Sep 2019 - Jul 2022
In charge of bringing in members for the Central Coast Mariners for each season in the Hyundai A-LeagueDuties included:• In charge of a group of interns who help with the process of gaining and maintaining members for the upcoming seasons. Interns also help on match days during the season providing help where required for the whole business.• Constant communication with staff in the other departments to achieve everything that is required in the business.• Leading and organizing membership drives at local events to engage with the community and make sure the Mariners brand and team is in the heart of everyone on the Central Coast.• In charge of organizing membership marketing campaigns during the pre-season to get members, old and new, to come join for the new season.• Liaising with outside businesses when required to get membership products arranged and sales finalised.• I am the point of contact for members of the Central Coast Mariners so constantly need to act to the professional standard expected of a Mariners employee and fix any potential issues that occur pre season, at membership drives, and on match days.
-
-
Membership Intern
-
Jun 2019 - Aug 2019
Interning in the membership department signing up members for the 2019-20 season.• First point of contact for members and non-members, providing information and answering all queries.• Coordinated management of Mariners Membership Enquiry email system and Mariners Members Facebook Page along with Mariners colleagues.• Covering reception when required to ensure all walk-in guests are looked after efficiently and directed where required.• Engaging all current members via email, phone or in person to gain membership renewal, new membership, providing information and gaining feedback.• Communicating with Ticketek office to ensure all payments go through and therefore maintain customer satisfaction.• Maintaining constant communication with the Marketing and Ticketing Manager to ensure the required work is being completed accordingly.• Ensure company policies and best practice standards are met to the highest level. • Learnt how to use efficiently the WebPOS Ticketek system for controlling our membership accounts.• Attending membership drives at local events when required to get the Mariners brand out into the community.
-
-
-
Darrons Seafood
-
Australia
-
Restaurants
-
Food Service Worker
-
Nov 2018 - May 2019
Working in a local seafood takeaway. Learnt how to scale, gut, fillet and sashimi fish during my time here. Working in a local seafood takeaway. Learnt how to scale, gut, fillet and sashimi fish during my time here.
-
-
-
The Lobster Shack
-
Fisheries
-
1 - 100 Employee
-
Driver/Seafood Preparation Chef
-
Mar 2018 - Aug 2018
Working in a local seafood restaurant in charge of preparation and delivery of food to the restaurants. Working in a local seafood restaurant in charge of preparation and delivery of food to the restaurants.
-
-
-
Archerfield Walled Garden
-
1 - 100 Employee
-
Kitchen Porter
-
Dec 2016 - Jan 2018
Busy cafe in East Lothian where I was mainly working as a Kitchen Porter. Also covered Commis and Breakfast duties when required. Busy cafe in East Lothian where I was mainly working as a Kitchen Porter. Also covered Commis and Breakfast duties when required.
-
-
-
-
Tomato Picker/Container Loader/Sweet Potato Digger
-
Jun 2016 - Oct 2016
While in Australia I completed my 88 days of Farmwork over 4 months to gain my 2nd year visa. A tough experience but thoroughly enjoyable at the same time. While in Australia I completed my 88 days of Farmwork over 4 months to gain my 2nd year visa. A tough experience but thoroughly enjoyable at the same time.
-
-
-
The Scary Canary
-
Australia
-
1 - 100 Employee
-
Kitchen Hand
-
Jan 2016 - Jun 2016
Kitchen hand job in busy Sydney pub. Learnt to cook pizza and steak consistently to order whilst working here. Kitchen hand job in busy Sydney pub. Learnt to cook pizza and steak consistently to order whilst working here.
-
-
-
-
Leisure Club Supervisor
-
Jul 2014 - May 2015
As supervisor of the leisure team in Macdonald Marine Hotel I was in charge of making sure the centre was working professionally at all times.I made sure the high standards were kept and customers were satisfied with their experience.From July 2014 to March 2015 I was fully in charge of the Leisure Department as there was no Leisure Manager during this time. This gave me the experience of attending leisure manager conferences which I would not have been given the opportunity to do if there was a manager during this time.In my job the duties I was responsibles for were:• First point of contact for clients and suppliers, providing information and answering queries.• Providing customer service to centre members and guests.• Interaction with members to gauge experience satisfaction and deliver improvements where required.• Leading the fitness team with their responsibilities in the leisure centre and gym• Maintaining the facilities to the highest standard possible• Liaising with outside companies to keep the leisure centre stocked and working at all times• Achieving weekly company set membership targets.• Attending weekly conference calls with other company supervisors and managers.• Maintaining constant communication with the team and hotel management to allow continuous progress on results.• Ensure company policies and best practice standards are met to the highest level. • Training of leisure team in safety protocols and procedures on how to maintain correct chemical levels in the pool and spa.• Conducted weekly meetings with team to discuss new sales strategies and our progress towards membership targets in addition to outlining health and safety procedures.• Rostering of all fitness instructors, fitness class instructors and leisure centre cleaners.• Maintained responsibilities of Fitness Instructor alongside promoted role duties.As well as these jobs I was required to assist the Spa Manager and Beauty Team when required.
-
-
Fitness Instructor
-
Jan 2014 - Jul 2014
As a part of a leisure team in Macdonalds Marine Hotel I was responsible for making sure the centre was ready to be shown to the public, whilst making sure, with a warm and professional manner, the customers feel they could come to me anytime for help/advice on the centre.In my job the duties I was responsible for were:• Daily set up of leisure centre for hotel guests and local members, completing all required opening procedures. Closing down of leisure centre completing all required closing procedures.• Manage point-of-sale processes including cash handling, card payments and customer bookings. for spa treatments, gym sessions or fitness classes.• Membership Enquiries• Keeping the leisure centre well stocked during the day for customers• Helping customers with gym programmes/learning to use the equipment• Escorting new members/Spa day groups around the leisure centre so they can see what equipement is on offer for them to use• Cleaning of leisure centre daily adhering to customer and hotel standards.• Assisting customers effectively and efficiently via phone, email and in person.• Completing daily health and safety activities.• Arrival and check-in process for spa day and spa treatment bookings.• Completing gym inductions and creating fitness programmes for new and current members.As well as these jobs I was also required to assist the Beauty staff in booking appointments for treatment and any other jobs they needed assistance with.
-
-
-
The Rocketeer
-
Business Consulting and Services
-
Commis Chef
-
May 2013 - Sep 2013
New role as Commis Chef in previously worked in kitchen. New role as Commis Chef in previously worked in kitchen.
-
-
-
-
Sales Assistant
-
Jun 2010 - Sep 2013
Worked June - September every year since 2010. Returned again for the same period in 2018. Worked June - September every year since 2010. Returned again for the same period in 2018.
-
-
-
Gannon Sports
-
United Kingdom
-
Sales Assistant
-
Sep 2012 - Apr 2013
As an avid tennis player was good to see the sports business in a new way. I gained valuable experience working here. As an avid tennis player was good to see the sports business in a new way. I gained valuable experience working here.
-
-
-
-
Kitchen Porter
-
May 2012 - Sep 2012
Upon returning to the Nether Abbey I was sent down to The Rocketeer by the owner to work in his new restaurant in the inaugural kitchen team. Upon returning to the Nether Abbey I was sent down to The Rocketeer by the owner to work in his new restaurant in the inaugural kitchen team.
-
-
-
Nether Abbey Hotel
-
United Kingdom
-
Restaurants
-
1 - 100 Employee
-
Kitchen Porter
-
Jun 2011 - Sep 2011
Job working in local busy hotel as kitchen porter Job working in local busy hotel as kitchen porter
-
-
-
-
Sports Volunteer/Assistant Coach
-
Sep 2008 - Jun 2010
Coaching Experiences:• Over the years I helped coaches train students mainly U14 in a number of sports. • I helped my high school found and helped coach students in Table Tennis. • I also helped coach at the school's Mixed Hockey club when the head coach had a meeting and couldnt make it. • Furthermore I helped coach Basketball, outside of school, once a week for a couple years and hockey once/twice a month for a year. Coaching Experiences:• Over the years I helped coaches train students mainly U14 in a number of sports. • I helped my high school found and helped coach students in Table Tennis. • I also helped coach at the school's Mixed Hockey club when the head coach had a meeting and couldnt make it. • Furthermore I helped coach Basketball, outside of school, once a week for a couple years and hockey once/twice a month for a year.
-
-
-
Greco's
-
United States
-
Health, Wellness & Fitness
-
Sales Assistant
-
Jun 2008 - Jun 2010
Working in a local food store at the weekend during term time and also during the holidays. Working in a local food store at the weekend during term time and also during the holidays.
-
-
-
-
Work Experience
-
Jan 2007 - Jan 2007
• One week work experience in local leisure centre• Showed me how a gym works every day and was my first experience interacting with customers.• Was shown how to create gym programs for customers.• Allowed me to experience working from 9-5 for the first time and how people find jobs to get themselves through the day.• Was a great place to work and somewhere I was lucky enough to return to in the future. • One week work experience in local leisure centre• Showed me how a gym works every day and was my first experience interacting with customers.• Was shown how to create gym programs for customers.• Allowed me to experience working from 9-5 for the first time and how people find jobs to get themselves through the day.• Was a great place to work and somewhere I was lucky enough to return to in the future.
-
-
Education
-
2010 - 2013
Heriot Watt University
Bachelor of Science (BSc), Sport and Exercise Science -
2004 - 2010
North Berwick High School
Community
