The Role

The Retail and Online Sales section is responsible for managing the commercial aspects of the Memorial: the Memorial Shop, the eSales unit, and the cafés. The eSales team coordinates the sale of reproduction material (images, film, sound) from the National Collection; and facilitates the remote sale (online, phone, email, letter) of publications and merchandise sold in the Memorial Shop.

The eSales Collection Coordinator is responsible for servicing external customer requests and fulfilling orders for reproduction of collection material. The eSales Collection Coordinator will respond to enquiries; provide technical advice; identify provision restrictions; process orders; facilitate financial transactions; and prepare standard licensing agreements. This position fulfils thousands of orders annually, many of which are complex in nature (e.g. high-value, high-profile, time-sensitive). Strong attention to detail, process and efficiency minded, while delivering exemplary customer service skills are required. The eSales Collection Coordinator works within a small but dedicated team, and will liaise with other teams across the Memorial on a regular basis. Customer contact is frequent. Manual handling is intermittent.

The role would suit candidates seeking to gain mid-entry level experience and expertise in a museum or gallery environment. Training on the use of internal databases and procedures is provided.

Please note, this position requires manual handling.

Core Responsibilities

Under general direction, work with minimal supervision to:

Provide high-level customer service to assist with enquiries and accept orders for reproduction material (e.g. images, film, sound).

Provide advice regarding technical specifications of print or digital asset formats; fees associated with usage of Memorial material (e.g. personal, commemorative, commercial); and waiver submissions.

Undertake order fulfilment tasks, including order lodgement; financial transactions (e.g. payments, refunds, invoicing); digital asset retrieval; physical asset collection; packaging and dispatch of customer orders.

Interrogate collection management and digital asset management databases to identify and supply digital collection assets to clients.

Update workflows to manage order fulfilment tasks and to ensure delivery schedules are met.

Liaise with other teams across the Memorial to facilitate customer orders.

Actively adopt new procedures or strategies to maintain efficient operation of the team.

Undertake special duties or projects as directed by Head, Retail and Online Sales or the eSales Assistant Manager.

Position Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).

All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Contact Information

For specific questions relating to this job vacancy, please contact: Matthew Oliver, (02) 6243 4450 [email protected]

For questions relating to the online lodgement of your application, please email the Recruitment team via [email protected]

Submitting Applications

Please note that applications can only be accepted through the Australian War Memorial jobs portal

To apply, go to Australian War Memorial – Employment Opportunities and complete the online application by 11:30pm, Wednesday, 16 July 2025

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.