TOURISM NEW ZEALAND

POSITION DESCRIPTION

TOURISM DATABASE SPECIALIST

Tourism New Zealand is a Crown Entity governed by nine Board members who are appointed by the Minister of Tourism. Our core leadership team, based in Auckland and Wellington has responsibility for the overall leadership and management of the organisation. Offshore, our in-market general managers oversee activity in the 12 international markets we are represented in.

Tourism New Zealand is the organisation responsible for marketing New Zealand to the world as a visitor destination. The major tool we use to do this is the 100% Pure New Zealand marketing campaign, a campaign that has evolved over the past 14 years to make New Zealand one of the world's most well-respected tourism brands. Further information can be obtained from

At Tourism New Zealand we are committed to a set of values that define us and guide the way we work. These values embody the global spread of the organisation and the shared understanding of what we’re part of, the passion and enthusiasm for the work we do and our can-do approach to this work.

Position Title: / Tourism Database Specialist
Team: / Digital
Reporting Manager: / Digital manager
Direct Reports: / n/a
Position Location: / Auckland
Position Type: / Permanent; full time

Key Responsibilities:

  • Create and implement acquisition, engagement, loyaltyand training plans to grow industry utilisation [BA1]of the Tourism New Zealand’s Operator Database.
  • Assure the accuracy of Operator Database content. Carry out desk research and consultation with industry to validate new and updated content requests
  • Promote and enable the development of timely and compelling business listings [BA2]and travel deals by the travel industry which support lead generation targets
  • Recommend and co-ordinate the delivery of technical changes and usability improvements to the Operator Database platform, working with Tourism New Zealand’s technology providers to support the achievement of KPIs cost effectively. Consult and inform on the development roadmap
  • Take responsibility for the identification, prioritisation and resolution of system bugs or errors, including internal communication on the platform’s technical status
  • Review Operator Database [BA3]policies and ]procedures bi-annually, consulting with Trade, Marketing Comms and Digital team colleagues and considering feedback from registered operators.
  • Take responsibility for email and phone enquiries from registered operators and end-users, responding in a timely fashion and demonstrating Tourism New Zealand’s values and leadership behaviours.
  • Provide relevant web analytics on industry performance and consumer behaviour to industry and internal stakeholders, identifying opportunities to grow conversion

Key Tasks / Performance Indicators[BA4]
Manage the Operator Database channel /
  • As the organisation’s super-user and system admin, use the OD online system to approve, query or decline new and updated account information from NZ-based operators, ensuring that product information on newzealand.com and partner sites is accurate and compelling to protect Tourism New Zealand’s reputation and increase conversion
  • Respond to and action requests from operators within agreed service levels so that industry participants remain satisfied with the service provided by Tourism New Zealand. Keep registered operators informed about the status of their requests via phone and/or email.
  • Ensure OD account information for international airlines and travel agents is accurate and that service standards are met by proactively supporting TNZ’s 10+ offshore trade teams who are responsible for this content. Correct information is essential as it increases the likelihood of consumer conversion

  • Create and maintain Operator Database policies and procedures [BA5]
  • Recommend, implement and review activity to increase the quality of data and frequency of use of the Operator Database by travel sellers[BA6]
  • Identify opportunities to expand the database’s product categories and grow the number of registered operators. Develop and implement acquisition activity
  • Ensure that newzealand.com and Essential New Zealand is displaying and organising OD content correctly through regular review and testing in line with scheduled deployments

Industry communications and relationships /
  • Maintain strong relationships with operators and industry participants using all available communications channels and forums, including major trade events, office visits, TNZ arranged workshops, e-Newsletters etc
  • Act upon industry trends and changes such as new products and ownership changes, which affect the business information held in the Operator Database or provide opportunities to generate referrals
  • Plan and deliver communications which enable registered operators to act on marketing opportunities (e.g. campaigns) and platform changes[BA7]
  • Support the delivery of tourism marketing partnerships with key operators by recommending promotional content and distribution on Tourism New Zealand’s digital channels[BA8]
  • Create and continually improve online resources for registered operators (existing customers) which enable more self-service and assures the consistency and quality of data stored in the Operator Database[BA9]
  • Information on individual business performance and overall trends is made available via OD and website analytics
  • Manage relationships via direct communication with industry influencers to create advocates, providing insights and case studies into their performance[BA10]

Internal consultancy and support /
  • Overseas-based Trade teams are system trained as part of induction and provided with documentation, coaching and feedback on channel policies and procedures[BA11]
  • Offshore travel seller listings support Trade engagement strategy
  • Hold the China, Japan and Korea teams accountable for the [BA12]localisation of operator listings (translation) by reviewing their progress and actions against the process you design

Vendor management /
  • Attend weekly project WIPs, provide updates on the status of change initiatives and performance, represent the OD channel and its end users
  • Provide TNZ’s technology providers with aggregated feedback about the performance of the OD channel
  • Be available via phone and email as the primary contact within TNZ for the Operator Database channel[BA13]
  • Request and analyse information from from technology providers to assess the technical performance and availability of the Tourism Database application
  • Lead a co-ordianted effort to provide business input and user requirements for technical, user experience and design enhancements
  • Manage the scope, time and costs of OD projects to improve channel performance

Maintain a safe working environment at Tourism New Zealand by:
  • Reporting any hazards, and any accidents or near misses that occur.
  • Adhering to health, safety and wellness policies, practices and processes.
  • Participating in health, safety and wellness programmes as required.

As with all Tourism New Zealand employees, it is expected that in undertaking all duties for Tourism New Zealand the employee will comply with the organisation’s policies. These policies can be found on the Tourism New Zealand intranet site.
Competencies / Performance Indicators
Planning and Organising / Identifies priorities of own tasks and/or activities and effectively allocates own time to complete tasks. Identifies priority of activities and/or projects and establishes and articulates short to medium term goals.
Well organised, robust task management systems and processes in place. Able to work through each aspect of a task or project autonomously when required, driving a task through to completion.
Willing to take responsibility and be accountable for actions and performance, exercising control in establishing priorities, and scheduling to maximise time and resource utilisation appropriately.
Stakeholder Focus / Ability to develop strong rapport and trust quickly. Understands the importance of ensuring relationships are maintained and supported regularly.
Negotiates skilfully and dispels conflict quickly. Understands various stakeholder perspectives, that these may not always be congruent with those of the organisation, and works positively to achieve resolution.
Interpersonal Skills / Verbally expressing thoughts, information and ideas in a clear, appropriate manner. Establishing a connection and affinity with others easily and quickly, demonstrating interpersonal sensitivity.
Written Communication / Expressing ideas and information in writing using appropriate structure, format, grammar and language to create an informative, clear and concise documentation and reports.
Judgement Decision Making / Considering all relevant information to draw reasonable and appropriate conclusions; appreciating the consequences of decisions; reaching an appropriate decision in a timely manner to meet specific outcomes.
Flexibility / Maintaining effectiveness while adjusting to a changing work environment, varying tasks, people, responsibilities and priorities.
Customer services orientation / Working from a customer/stakeholder perspective to ensure their satisfaction; focusing on end user needs to drive the solution.

Person Specification

  • Significant understanding of the New Zealand tourism industry, products and trends, as well as international trade distribution channels
  • Technically competent, comfortable working on web-based systems, interpreting technical (IT) and project documentation
  • Customer services orientation to go the extra mile, with attention to detail to ensure quality control
  • Demonstrated ability to form and maintain great relationships with all stakeholders in the tourism industry.
  • Enthusiastic interpersonal style that promotes effective interpersonal communication
  • Ability to travel domestically when required

1

Last Reviewed: / Jul-15

[BA1]How does the incumbent do this? PDs are about actions and inputs. The candidate needs to understand what they need to do in order to deliver

[BA2]What is the definition of high quality business listings in this context?

[BA3]Is this done in isolation? What level of consultation is required? Who signs off on the policy and procedure?

[BA4]I need to understand the inputs not the outcomes.

[BA5]What is the role here? Write? Develop? Implement? Sign off on documents?

[BA6]What is the specialists role in this? How does the specialist make this happen

[BA7]What is the frequency of these activities?

[BA8]How? Describe how this would be completed.

[BA9]What tools? How do they get them? What is the action that takes place here?

[BA10]How is the relationship managed?

[BA11]Frequency? How?

[BA12]What does oversee mean? What does its look like and involve?

[BA13]Eg by phone? Email?