Commercial Systems & Project Coordinator

ABOUT US:

With a mission to enrich the cultural life of our region, Birmingham Hippodrome is one of the most popular theatre complexes in the UK. Varied productions in our 1,850-seat auditorium (dating from 1899), and in our 200-seat Patrick Studio ensure we play a key role in the region’s world-class cultural scene. With c.400 live performances annually in our main house, we present nothing but the best in touring musical theatre, ballet, dance, opera, pantomime, drama, and comedy. Our Patrick Studio welcomes a range of smaller-scale productions and is an important base for dance and for the development of new artistic work.

🍦Fun fact: Hamilton was one of our largest ever on-sale days, with an online queue peaking at 5,500 people, allowing 75 people into the website every minute.

ABOUT THE TEAM:

Here's a few of our recent achievements:

• We've transformed our contact centre with a new telephony solution, introducing webchat for the first time, enhanced reporting, and practical use of AI.

• We've rolled out Microsoft Teams-certified telephony to key business users.

• We've delivered the largest ticketing system upgrade in the organisation’s history, with minimal impact on customers.

• We also refreshed the laptop estate, reducing the average age of equipment and starting to standardise device models across the organisation.

Looking forward, big things are happening in Systems & Technology. We’re delivering a major infrastructure refresh, including new fibre connectivity, upgraded network switching and a complete core infrastructure rollout. For us, this is more than an upgrade; we're building the digital foundation of Birmingham Hippodrome, enabling new services, improving resilience and creating a platform for innovation for years to come.

ABOUT THE ROLE:

🖥️ This is a hybrid role, with a minimum of 2-3 days onsite per week. During your first few months in the role, this will be higher.

🖥️ Usually standard office hours, Monday to Friday. Evening and weekend work will be rare, but may be required during key projects and deployments.

🖥️ You must be willing to undergo a Basic DBS check.

Job Summary:

The Systems & Technology team oversee key pieces of software that enhance our customers' experiences, with emphasis placed on building strong links with teams and promoting active dialogue to encourage innovation. This role will be primarily responsible for supporting two key systems that we use, our EPOS system PointOne and venue management software Artifax. The role will also be responsible for supporting the Commercial Systems & Project Manager with the coordination of projects. You will empower staff around the company to use Artifax & PointOne, ensuring data standards are maintained to a high standard, the systems remain easy to use, and documentation is kept up to date.

Working closely with the Visitor Experience team, you will ensure that our systems are well maintained, organised, and accurate. You will provide guidance on running and creating reports to help make informed decisions. You will also work through the internal roadmap for these systems, delivering key process improvements and changes, whilst creating user guides. You will become an integral part of troubleshooting issues that arise with both systems and will contribute ideas to ensure Birmingham Hippodrome get the most out of PointOne and Artifax. You'll help our users to engage with our systems, knowing that effective usage will streamline their workflows to increase efficiency, and ensure that technology is used in the best possible way to create a positive impact.

You will support through the Jira Helpdesk, and develop and deliver Commercial Systems training. You will also support the Commercial Systems & Project Manager with projects, including support with documentation, requirements and minutes.

ABOUT YOU:

You'll need strong experience in the use of EPOS, CRM, Venue Management, and Stock Control Systems, including price changes, reporting and analysis. You'll understand cloud-based deployments, and be familiar with using Microsoft Planner or similar systems. You'll also have experience delivering training, communicating information to a range of stakeholders, and working in a project/administrative team on IT-based projects. You'll need a flexible, problem-solving, organised, and self-motivated approach, capable of working under pressure and to deadlines, and maintaining excellent attention to detail.

The ideal candidate will have experience using Artifax and PointOne specifically, plus experience writing user guides and designing training, plus market awareness around technology and innovation.

Recognising under-representation in our workforce of the global majority, and people with disabilities, we particularly welcome applicants from those backgrounds.

FULL JOB DESCRIPTION

Implementation

• Work with the Business Systems team to obtain and maintain a scope for PointOne and Artifax projects to our internal standards.

• Work with the Commercial Systems & Project Manager to deliver actions on these projects.

• Build relationships with both PointOne and Artifax suppliers to work together on deliverables and support.

Support

• Maintain the EPOS (PointOne) system software. This includes maintaining accurate pricing, discounts and menu content.

• Develop a full working knowledge of Stock Manager auditing software, collaborating with the Visitor Experience team to help maintain our live stock.

• Help to maintain Artifax by working with departments to effectively manage the calendar, encourage the completeness of data within bookings, keeping departmental resources up to date and other configuration changes.

• Promote the use of all available tools to simplify access with Artifax, including simplified web access and shared calendars.

• Ensure user maintenance across both systems is kept accurate, relevant and up to date with correct/appropriate permissions to the required standards.

• Management of the JIRA Service Desk for PointOne and Artifax related software and hardware issues, ensuring that all system issues are being reported, rectified and fully documented, with trends identified and proactively fed back.

• Develop a full working knowledge of PointOne hardware and associated equipment (such as PDQ’s) in order to ensure efficient sales delivery and stock management across the building, and to be able to troubleshoot any till unit and PDQ issues.

• Work with the Systems & Technology department on the movement and set up of till units around the building, liaising with other departments when required to ensure these are in working order.

• Produce and deliver training for Artifax and PointOne to new and existing staff members, ensuring that delivery methods used cater for a variety of learning styles.

• Assist with the production and maintenance of system support and training documentation on the Artifax and PointOne platforms, as well as other 3rd party systems.

• Support the Commercial Systems & Project Manager with: minute taking, keeping on top of project documentation, obtaining requirements on projects, ensuring projects remain on track, gathering resource availability where required.

Innovation

• Liaise with Visitor Experience and Finance teams to ensure that their reporting and data requirements are met. This includes showing how to run standard reports, scoping tweaks to existing reports / custom forms to achieve the desired output, scoping new reports and raising requests with Artifax’s professional services team.

• Contribute to regular reviews and analyse the performance of PointOne and Artifax systems in use across the business reports for the Head of Visitor Services and Head of Systems & Technology.

• Work closely with the Visitor Experience team to lead and motivate them into having a forward thinking focus with regards to technology and innovation surrounding the PointOne system, to ensure maximum efficiency, and to ensure that technology is used in the best possible way to create a positive impact on the customer journey.

• Acting as a champion with PointOne and Artifax to standardise use within the business, to be proactive in making recommendations on improvements, new technologies, software and systems, and new ways of working, ensuring we are using both systems to their maximum potential.

• Take part in company-wide working groups that focus on developing or integrating other business systems such as our ticketing platform Tessitura with PointOne and Artifax.

Overall

• Keep up to date with current technology and innovation trends and needs, by sharing best practice with other venues, by reading and attending external conferences.

• Conduct research, analysis and produce reports as requested by the Head of Systems & Technology.