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Operations Manual NAMES & STUDENT NUMBERS
Welcome to
Odyssey Experiential
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Welcome
At Odyssey we believe in building brand and consumer relationships through effective
event and experiential styles of marketing. We are committed to achieving the highest
quality results for our clients and going above and beyond to meet their goals and
expectations.
As well as catering to the needs of our clients, Odyssey ensures that we are always
looking after our employees. Our office in Melbourne is operated with the idea that
everyone is part of the team and no one will be left behind. The culture of our agency is
one of Odysseys biggest assets. We pride ourselves on our ability to put our clients first
whilst ensuring that our employees are treated with respect and equality. We are proud
that we have one of the lowest staff turnovers in the industry. This is amplified by the
importance we place on each of our employees.
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Table of Contents
An Overv iew o f
Odyssey………………………………………………………………………………
Goals and Directions……………………………………………………………………
Vision and Objectives…………………………………………………………………....
History………………………………………………………………………………
Our Awards………………………………………………………………………... Felix
Location……………………
The Odyssey Cu l ture…………………………………………………………………… (greg)
The Office…………………………………………………………………………13-14
Odyssey ’s
S t ruc ture…………………………………………………………………………………15-19
STW and Integration………………………………………………………………...15-16
Melbourne Office……………………………………………………………………17
Sydney Office………………………………………………………………………….18
Odyssey ’s S ta f f……………………………………………………………………………20-
How Odyssey Embraces Continuous Learning……………………………………………Felix
Team Member Profiles…………………………………………………………………
Managing Director…………………………………………………………..Kathryn
Director HR & Finance……………………………………………………….Sean
Strategy and Research Director………………………………………………Sophie
Account Directors…………………………………………………...Georgia/Steph
Creative Director……………………………………………………………Greg
Production Director…………………………………………………………Felix
Job Descriptions………………………………………………………………………
CEO………………………………………………………………………..Sean
Managing Director………………………………………………………….Kathryn
Director Finance & HR…………………………………………………………Sean
HR Manager
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Finance Manager
Strategy & Research Director…………………………………………………Sophie
Research Planner………………………………………………….. Sophie
Strategic Planner…………………………………………………. Sophie
Account Directors……………………………………………………Georgia/Steff
Account Managers…………………………………………. Georgia/Steff
Account Executives………………………………………………………
Account Coordinators……………………………………………………..
Creative Director………………………………………………………….Greg
Art Director………………………………………………………….Greg
Copywriter…………………………………………………………Greg
Production Director……………………………………………………………Felix
Traffic Manager……………………………………………………..Felix
Production Manager……………………………………………….Felix
Odyssey and Our C l ien ts………………………………………………………………………..
Relationship & Trust……………………………….
Integrity ……………………………………………………….
Delivery…………………………………………………………………
Current Clients……………………………………………………………………..Fleix
Odyssey and Our A l l ied Agenc ies……………………………………………………….Georgia
Bus iness procedures
New bus iness………………………………………………………………….Sophie
P i tch ing process…………………………………………………………….Sophie
Campa ign process…………………………………………………………….Steff
Workflow System……………………………………………..…………………..Kathryn
Human Resources………………………………………………………………………………..
Odyssey ’s Po l i c ies and Procedures……………………………………………………………
Communication Policy……………………………………………………………….Georgia
OH&S………………………………………………………………………Sean
F inanc ia l……………………………………………………………………………………….
Salaries…………………………………………………………………………
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Remuneration Policy…………………………………………………………Sean
Client Billing System……………………………………………………………………Sean
Accounting and Financial Policy………………………………………………………..Sean
Forms…….
Client Agency Relationship Plan
Appointment Agreement
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“A picture says a thousand words
but an experience lasts a lifetime”
- Odyssey Experiential
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Goals and Direction
Odyssey’s most important goal as an experiential agency is to consistently deliver the
highest level of service to our clients. Our client’s have ALWAYS and will CONTINUE to be
our number one priority.
Whilst delivering outstanding service to our client’s, we aim to continue to constantly
fulfil and solve our client’s objectives by providing them with innovative and effective
experiential communications. We are by our client’s side throughout the campaign and
beyond and creating return on investment is as important to us as it is to them.
Odyssey thrives on success, innovation and producing the most effective Experiential
Communication Campaigns. Experiential media gives our client’s brand an advantage –
A growing, innovative advertising medium that is the way of the future.
Odyssey looks to:
• Develop our client relationships
• Build on and create new business relationships
• Nurture our staff to ensure they develop alongside our company
• Focus on today as well as tomorrow as both are equally important
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Vision and Objectives
At Odyssey, we enab le our c l ient ’s consumers to not on ly see or hear
the i r brand, but to exper ience i t .
‘You can’ t put a va lue on exper ience – A photo says a thousand words
but an exper ience lasts a l i fe t ime’
Odyssey continuously welcomes new clients into our family. We are committed to
expanding our clients business, and strive to meet our client’s goals and objectives. This
is evident through our previous success in the campaigns we have produced for our
clients.
We lead by example. We wish for our clients to learn from our work and allow us to
create a tangible result on the commitment to turning green in their business. Our
objective is to have our clients greener then ever before.
A pledge of objectives
• Create new solutions not old ones
• Be transparent, being measurable is our responsibility to our clients
• Innovate, improve and expand – three objectives that we plead to every client’s
business no matter how big or small
• Be fair to our clients and our surroundings.
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History Odyssey was originally formed in 1999 and kicked off its experiential marketing activity
with the Sydney Olympics in 2000. Odyssey worked with brands such as Kodak,
Samsung and Nike to bring the atmosphere of the games to the city of Melbourne.
In 2003 the company took on (a few clients) and have been working with them ever
since. Our stellar results produced for our clients created loyalty and began to attract
more business for the agency.
In 2008 Odyssey began to expand with the recruitment of a second section of account
teams and the incorporation of creative to the internal structure of the agency. This
ensured that Odyssey would be able to meet the clients growing demands and reduced
the involvement of excessive agencies.
In 2009 during the GFC, Odyssey
In 2010 Odyssey moved from (place in Melbourne) to its (current location) in order to
create more room for the agency’s expanding
departments.
2014 1999 2000 2003 2008 2010 2013
Odyssey founded
O l ymp ic début
Beginning of g rowth
In ternal expansion
Reloca tion of Odyssey
……. Where we are today
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Our awards Location
The
Odyssey
Culture
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Culture
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The Office
At Odyssey Experiential, our office is a space for employees to work and engage with each
other. Our workspace reflects us an agency and our philosophies that we practice in our work
and in our approach. The office features a design aesthetic that allows for open channels of
communication and is a reflection of our flat line management structure. The open channels of
communication and our flat line structure allow inspiration when it comes to innovation and
creativity, which can be seen in our office layout. Our workspace is centered on workflow
channels and the way we treat our clients. The lobby of our office features a casual meeting
space for clients, employees with coffee, food and drinks on offer to create a relaxed
environment. We have a boardroom for when the serious stuff starts to happen which illustrates
the emphasis we place on personal professionalism.
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Structure
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STW and Integration
STW Communications
Group
Odyssey
Ogilvy
Enigma ICON
DT
Neo
@ Ogilvy
Ogilvy PR
Media
Creative & Digital
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(describe integration)
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Internal Structure (Melbourne)
CEO
Managing Director (Kathryn Gates)
Director Finance & HR
(Sean Bowman)
Strategy & Research Director (Sophie
Brennan)
Account Director (Georgia
Riley)
Account Director
(Stephanie Plunkett)
Creative Director
(Greg West)
Production Director (Felix
Nankivell)
Account Manager
Account Manager
Account Manager
Account Manager Research
Planner
Strategic Planner
Account Executives
(x2)
Account Executives
(x2)
Account Executives
(x2)
Account Executives
(x2)
Account Coordinator
Account Coordinator
Account Coordinator
Account Coordinator
Art Director
Copywriter
Traffic Manager
Production
Manager
Managing Director (Sydney)
Man
agem
ent
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Internal Structure (Sydney)
CEO
Managing Director (Sydney)
Account Director
Account Director
Account Manager
Account Manager
Account Manager
Account Manager
Account Executives
(x2)
Account Executives
(x2)
Account Executives
(x2)
Account Executives
(x2)
Account Coordinator
Account Coordinator
Account Coordinator
Account Coordinator
Managing Director
(Melbourne) Man
agem
ent
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Description of structure
Odyssey’s
Staff
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Team Member Profiles
Managing Director Kathryn currently managers our major office in
Melbourne and in September she will have
been with the company for 10 years. Kathryn
started out as a freelance event coordinator
for Melbourne Festival after she graduated
from Advertising and Marketing at Charles
Sturt University. Kathryn started with Odyssey
in 2004 as an account executive brining
Melbourne Festival to the agency’s client list
whilst also taking on Moet and the event side of their activations. She moved up the
ranks in 2006 and has continually strived to extend her career within the company. At
the beginning of 2013, Kathryn took on the role of Managing Director of the Melbourne
Office and has since been working hard to maintain client relationships, general
business activity and the culture and workings of Odyssey’s Melbourne office.
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Director HR & Finance
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Strategy & Research Director
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Account Directors Stephanie Plunkett
After her short-lived stuntman career came to an abrupt end, Stephanie decided to seek
her thrills through a career in Advertising. After completing her Bachelor of
Communications (Advertising), Stephanie has spent the last ten years working in a
range of agencies working on high-profile brands such as Coca-Cola, Doritos and HTC.
Her calibre of awards is beyond impressive.
Stephanie joined the Odyssey team back in 2007, and has been a valued member of the
Odyssey team since. Her kind but determined nature has made her the perfect suit for
the Account Director position she holds.
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Creative Director
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Production Director
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Job Descriptions CEO
Job Title Chief Executive Officer Odyssey Location Reports to Subordinates Division/Department Management
Responsibilities •
General Description
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Managing Director
Job Title Managing Director Odyssey Location Sydney or Melbourne Reports to CEO Subordinates Account Teams, Strategy & Research, Division/Department Management
Responsibilities •
General Description
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Director Finance & HR
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Strategy & Research Director
Research Planner
Strategic Planner
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Account Directors
Within Odyssey, the Account Director's role is to:
• Act as the client's liaison with Odyssey and balance the input of the various
departments, ensuring to meet the client's objectives
• Know all there is to know about the client’s product or service, the market and
its consumer
• Understand the client's marketing objectives in terms of sales, market-share,
competitor products
• Brief the allied media agency in order to develop the media strategies
• Prepare the creative and production briefs
• Oversee the various production stages of every activation they are in charge of
• Assist the client in solving marketing problems
• Ensure the activations are created on time and on budget.
He or she also has to ensure that:
• Their accounts are running profitably for the agency
• The client is getting the best results from the Odyssey team
• There are adequate resources on hand
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Account Managers
The Account Managers are expected to:
• Overall knowledge of company and client goals and mission.
• Thorough understanding of all operational systems, with focus on data
processing, fulfillment and production systems.
• Comprehensive understanding of USPS regulations and mailing requirements.
Familiar with other carriers.
• Communication skills: must be excellent both written and oral. Must have the
ability to effectively present information, respond and follow-up on questions and
inquiries from clients, other managers and subordinates. Must have the ability to
maintain confidentiality.
• Management skills: ability to faster an effective productive team environment.
Ability to effectively plan, organize and audit. Skilled in conflict resolution and be
a superior problem solver.
• Ability to work quickly and accurately on an independent basis; giving great
attention to detail and displaying the initiative to quickly identify and resolve
variances, failures and discrepancies.
• Ability to establish and maintain goodwill with client(s).
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Account Executives
Job T i t le : Account Executive Locat ion: Sydney/Melbourne Reports to : Account Manager Subord inates: Account Coordinators D iv is ion/Department : Accounts Services
Genera l Descr ipt ion
The account executive is an entry-level job. They work with other
members in the strategic teams to build a campaign. An account
executive A Strives to know the clients goals, visions and business,
taking this knowledge and implementing it within the agency so
they can truly live and breathe the brand.
Respons ib i l i t ies
• Working with Other Team members to build a campaign that meets
the client's brief and budget;
• Writing client reports eg contact report,
• Undertaking administration tasks, eg meeting agendas
• Arranging and attending meetings
• Checking and reporting on the campaign's progress
• If showing promise, will have the opportunity to work on new business
pitches.
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Account Coordinators
Job T i t le : Account Coordinator Locat ion: Sydney/Melbourne Reports to : Account Executives/Account Manager Subord inates: N/A D iv is ion/Department : Accounts Services
Genera l Descr ipt ion
Account Coordinators help with administrative work and support for
the team. They project manages the campaigns and are highly
involved in the acquiring and maintaining of new clients.
Coordinators need to be aware of the client’s current activities, and
always living and breathing the brand emulating and the client’s
goals and priorities.
Respons ib i l i t ies
• Create pitching ideas and help to develop strategies
• Provide administrative support for Executives, Media Planners and
client service managers.
• Assist team with internal trafficking, between the creative and
production teams.
• Proof reads materials at all stages of the campaign
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Creative Director
Art Director
Copywriter
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Production Director
Traffic Manager
Production Manager
Clients Odyssey
& our
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At Odyssey we pride ourselves on having a deep understanding and close connection
with our clients. We live and breathe their products, but also make it our responsibility
to, not only know their products, but also their product market, competition, their
marketing teams and their business.
If our team at Odyssey don’t know the clients better then they know themselves, we’re
doing it wrong. We place a strong emphasis on our employees knowing every little detail;
nothing is too small to be over looked. Without a thorough understanding of the clients’
products, brand positioning and market segment, we cannot produce integrated
marketing communication strategies that will target the right people in the right place at
the right time, with the excitement and flare of experiential advertising.
Relationship and Trust
Each and every client is important to us and valued equally. We encourage transparent
relationships. Relationships built on mutual respect and understanding between Odyssey
and our clients. This may include: providing our clients with the opportunity to express
criticism and concerns, which only help to enable us, to deliver above and beyond their
expectations. “We deliver more then what we promised”
Integrity
We ensure this through a consistent level of quality and efficiency in our work. However
we will not endanger the integrity of the company, its employees and other clients. We
maintain high moral standards that won’t be compromised. We will defend our position
and beliefs, while still taking on board our clients ideas. This system makes the client
feel empowered and not undermined, they are included in the process and their
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opinions get heard, providing them with a sense of safety and security. Similarly we
encourage our teams to meet, properly with the marketing teams of our clients, since
the two will be working with each other they should all know first-hand who they are
talking to and dealing with. We want them to feel like a big family rather than business
partners and associates. We celebrate the success of our clients, hold meet and greet
events for new business, just to show our appreciations.
Delivery
Because of the transparent nature of your relationships with our clients we are honest
and realistic about our deadlines. We provide our clients with detailed timelines of our
campaign schedules. Our clients are always present in WIP meetings so they know
exactly what is happening and if the work is being done and if there is a change to a
deadline or something unforseen changes the timings in the plan, Odyssey are upfront
with the client.
“We never ever sacrifices quality for speed”
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Current Clients
Our client list is very diverse, representing members from a range of industries. Odyssey Experiential have solved a range of client problems with award winning recommendations. Working with large Jeep, Moet & Chandon, Cadbury, Schweppes, Crown Lager, Melbourne Festival and Jack Daniels. Our experiential solutions reflect our team who thrive on creativity and innovation.
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Odyssey & our
Allied Agencies
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STW Communications Group
Ogilvy and Mather
DTDigital
Odyessy IKON Other agencies
Odyssey is part of the STW Group, which is one of Australia’s largest communications groups. Odyssey
is one of 76 operating companies with in the group, providing us with opportunities and specialists, in
areas like Design, Digital, Media, Creative, Strategic, PR.
Our Alliances and relationships in the conglomerate
Ogilvy and Mather: Ogilvy is one of the largest companies in the STW Group, they
outsource to us directly for their experiential campaigns.
DT Digital: Ogilvy Australia's specialist digital company DTDigtial. They work with but also
independently of Ogilvy and Mather. Odyssey outsource our digital media specifically to DTDigital. We
will rely on them in regards to our social media and digital ad placements.
IKON: Ikon are a media agency with in the STW group. Odyssey still maintains strategic control of
our campaigns but have a strategic alliance with IKON, to help with the placement of our ads.
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Odyssey’s Business
Procedures
We do things differently
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New Business Policy
New business is extremely important to everyone at Odyssey. Keeping them is even
more important. There are a number of aspects we consider to make sure the
relationship between our potential new clients and ourselves is a viable partnership.
We don’t believe in wasting resources if we’re unlikely to win the pitch in the first place.
Before we pitch, the Odyssey pitching team will make an assessment of how realistic the
chances of winning and the potential value of that client. We aim high but we’re also
concerned with being as economical as possible.
We ensure there is no conflict of interests and that we have the right resources and
capabilities to do the job right. At Odyssey, we don’t believe in trying to acquire as many
new clients as possible if the time, place and fit isn’t right. We strive towards growing our
agency, however, we want to do it sustainably. We also do an income analysis of the
potential client and a credit check by contacting the Communications Council to see if
they are on the bad credit experience list.
Once we’ve established that the potential client will be a valuable piece of business and
good fit with our agency we ensure we have all the information we need to make the
best pitch possible. Our new business pitching team will go through the brief thoroughly
and organise a Q&A with the client if necessary.
We always resolve our financial and legal queries up front! Negotiations are made
surrounding remuneration levels and methods, compensation for pitch costs, and issues
of copyright and confidentiality. Odyssey has a policy of keeping records of all meetings
and involvement with clients.
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We try not to lose, but if we do, we request a debrief so we can learn from our mistakes
and ask that all pitch materials be returned for copyright reasons. When we win, we
always try to celebrate and reward our people for their hard work. When we win a pitch
we generally host a gather for our agency and clients to mix and celebrate the beginning
of a new partnership.
Odyssey’s
Policies & Procedures
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Procedure’s and Expectations of Occupational Health and Safety (OH&S) at Odyssey The management of Odyssey owes, and is obliged by law to provide, all employees with a save work place. Employee safety is highly valued at Odyssey, so it is vital that all employees read and acknowledge Odyssey’s emergency plan and first aid procedures. All employees are expected to reasonably manage risks to health and safety while in the workplace. Emergency plan Response to emergency: In any emergency it is best to remain calm. Ensure not to create heightened panic, and ask for help if you require it. Evacuation procedure: All occupants of the building or site are to evacuate the area of risk immediately in an orderly fashion, leaving any personal items behind. Occupants should leave via the nearest exit and assemble at the designated emergency point outside of the building. Exits are clearly marked with illuminated EXIT signs. In the circumstance that evacuation or assembly is not possible; the safety officer on duty (Sean Bowman) will instruct all occupants of a revised exit plan and assembly area. The first to arrive at the emergency assembly point will notify emergency service organisations promptly by dialing 000, or 112 from a mobile phone. The caller should talk calmly, and answer all of the operator’s questions clearly. If medical treatment or assistance is required immediately, seek help from Odyssey’s admin staff who have been trained in first aid and CPR. Remember to always remain calm, and speak clearly in any emergency situation – just like our business, communication is the key. Odyssey conducts emergency drills once every six months. Emergency drills are to be treated as if there is a real emergency. Occupants are expected to follow the same evacuation procedures. First Aid
First aid kits are located at the front reception desk and in the staff kitchen. Both kits are clearly marked and can be accessed by any one at anytime. All administration staff (administration staff includes receptionists, personal assistants, and executive assistants) at Odyssey are certified first aid and CPR officers.
If first aid is required, seek help from any of the administration staff. All incidents are to be recorded in the first aid log provided by admin staff.
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Managing risks to health and safety
The management team at Odyssey is required to provide all employees with a work environment that is risk free from health and safety issues. Managing risks to health and safety is critical to ensuring a workplace is safe. While health and safety in the workplace is primarily managements responsibility, all employees must do their part by:
• Identifying any reasonably foreseeable hazards
• If possible, eliminating those hazards so far as is reasonably practicable
• If it is not possible to eliminate the hazard, employees must notify management immediately
If management is unable to immediately remove the hazard, employees can rest assured that the appropriate steps have been taken to remove the risk.
Employees also owe a duty of care to their colleagues. Employees must take the appropriate steps to ensure they are not creating any hazard that risks the health and/or safety of any occupant of the Odyssey building.
If you ever feel unsafe at work – for any reason, please report it to management
Personal protective equipment
Odyssey is an experiential agency – we create extraordinary campaigns for our clients that can be quite unorthodox. There may be times during a campaign that employees are required to enter a construction site or job site. These employees will be required to wear personal protective equipment (PPE). If asked to enter a site, employees will be briefed on the appropriate PPE to wear. This PPE will be provided by Odyssey, or the employed production/construction company. PPE includes items such as:
• eye protection for example, goggles, glasses and face shields • hearing protection for example, ear plugs and ear muffs • respiratory protection for example, filter respirators, air line respirators and
SCBA • foot protection for example, safety shoes and boots, spats and rubber gum
boots
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• head protection for example, hard hats, helmets and broad brimmed hats • body protection for example, aprons, overalls, gloves and high visibility clothing • any substance used to protect health, for example, sunscreen.
If for any reason a PPE item cannot be worn or provided, the employee may not enter the site.
Human Resources
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The role of Odyssey’s Human Resources Department is to facilitate the employment of
all required positions within the agency. In conjunction with management at Odyssey,
Human Resources will identify needs and requirements of the agency, and create and fill
positions as required. They are primarily responsible for:
• Determining staffing numbers, skills and needs to meet the organisations
objectives
• Analyse the skills and qualities required for each particular job and develop job
descriptions and duty statements
• Advertising staff vacancies, assess applications, interview applicants, administer
selection tests, prepare reports and make recommendations to management
about staff appointments
• Maintaining the personal records of employees on matters such as wages,
superannuation, leave and training, and prepare associated management
reports
• Arranging and conducting staff training
• Provide advice and information to management and employees on human
resource policies and procedures, including equal opportunity, anti-
discrimination and occupation health and safety programs
• Assist employees with work matters, career development, personal problems and
industrial matters
• Help implement organisational changes (revised job classification structures or
technological changes)
• Take part in strategic management
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The Human resource department should be the first place an employee seeks resolution
regarding any issues that affect his or her work life. These issues can range from
incorrect payments to workplace bullying. The HR department are always happy to listen
and help in any way possible. All conversations are strictly confidential.
Annual Reviews
The HR department at Odyssey will review performance and behaviour reviews each
year. These reviews will take place three months after an employ is hired, then every
year after. The purpose of the reviews is to ensure that all employees are performing as
expected, fitting in with the agency socially, and adhering to Odyssey’s Codes of
Conduct. The reviews are also a time that employees are asked to suggest
improvements to the agency, and speak of any issues that they would like resolved. TO
BE COMPLETED BY SEAN
Finance
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Forms
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References http://www.americasjobexchange.com/managing-director-job-description
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