Job description
Client Service/Success Manager
Location – London, UK (flexible)
The role
The Client Service/Success Manager is a critical part of our team. You will be the first point of contact for key clients, ensuring that you deal with all their requirements accurately and efficiently. You will support the client with every step of the sales cycle and event delivery. You will learn and have an in depth understanding of their business, then train and work with them to maximise their opportunities. Be flexible to their needs and be on-site at their events if required.
Who are we looking for?
- A can-do positive attitude with the natural desire to help, be trusted and do their best.
- Analytical, with excellent attention to detail and an eagerness for accuracy.
- A motivated and conscientious individual that can work on their own initiative as well as working within a team.
- A pro-active problem solver who remains calm, patient, and professional when under pressure.
- A flexible and open approach to hours of work and locations required.
- Someone who loves working within the Live Entertainment industry especially within Sports or Arts.
Key accountabilities
- Responsible for the configuration and ongoing event support for Outbox clients.
- Responsible for providing exceptional customer service levels to all clients.
- Additional support when required, including out of hours and on site.
- Ensure that the Outbox brand is represented in a professional manner both internally and externally
Main activities and responsibilities
- Create and maintain excellent relationships with all Outbox clients.
- Support the setup of events based on information supplied by clients.
- Perform event checking and audit as requested and monitor on sales as required.
- Provide client support via email responding to all queries in a timely and professional manner.
- Participate in on site event ticketing, box office and scanning activities as required.
- Help to investigate problems, identify the root cause of issues, provide solutions, escalate where appropriate and continue to manage information flow back to the client.
- Assist co-workers in determining requirements of specific clients, ensure relevant information is communicated accurately.
- Understand, learn, and remain up to date with requirements of venues, rights holders, sales agents and systems.
- Spot, identify, and feedback trends that would benefit our other clients around the world.
- Develop and maintain effective teamwork within the Client Services team and across the business.
- Other ad-hoc duties as requested by senior management team.
Job requirements
Requirements
This role will suit someone who has experienced working in the live entertainment industry and keen to make a difference to our clients. Knowledge of inventory management and ticketing processes are ideal but are not a pre-requisite. They are open to learning and equally enjoy being organised as well as getting their hands dirty with event delivery. They can form close working relationships with stake holders of all levels. This role will utilise many of the Windows Office suite applications (such as Word, Excel, Outlook and PowerPoint).
Apply for this job
As the UK’s recognised National Governing Body for Olympic weightlifting and para-powerlifting, British Weight Lifting’s (BWL) role is to inspire a nation of weightlifters and para-powerlifters through exceptional leadership and expertise. The organisation is responsible for the growth and success of weightlifting and para-powerlifting at every level. Their work sees them support a network of weightlifting bodies, clubs and gyms across the UK, as well as the thousands of people actively involved in Olympic and Paralympic weightlifting disciplines. BWL strives to deliver exceptional training programmes, educational structures and competitions that create opportunities for individuals to participate and excel in the sport.
Weight lifting in the UK is undergoing a period of growth in general participation as well as elite performance improvement, including medal success in major championships such as the Olympics and Commonwealth Games. It is an empowering activity for both sexes and is seeing female participation grow considerably.
The CEO is responsible to the Board, to lead the organisation and ensure the achievement of strategic goals. This includes driving the commercial and operational strategy of BWL to continue to develop additional revenue streams. The governing body has a successful and growing coach education and training enterprise and is currently launching a new competition format, targeted towards a much broader and more diverse strength audience, with the aim to build an exciting, enjoyable and relevant event that can contribute to more people to understand the very real physical and mental health benefits of being fitter, healthier and stronger.
BWL has recently launched a new strategy “STRONGER-TOGETHER” for 2021-2025 which incorporates two key strands:
BWL as an enabler and partner showcasing strength as a lifestyle:
- Advocate for Strength
- Positive Experiences for all
- Connecting Health and Wellbeing
- Connecting Communities
BWL as an enabler of sporting success:
- Membership at the Heart of everything we do
- Enabling ambition – Performance and Talent
- Workforce and People
- Innovation to Enable Broader Management
Key responsibilities of the CEO role include:
- Providing leadership and development of all areas of the organisation, which includes performance, operations and participation growth of all staff, volunteers and the general membership
- Establishing an annual operating plan through which the strategic objectives of BWL may be delivered
- Developing the uplift in sustainable commercial revenue, derived from the education and training enterprise, sponsorship, membership growth, mass participation initiatives, merchandise sales and streaming
- Being the lead spokesperson and ambassador for BWL in developing and sustaining the relationship of BWL with stakeholders in the UK and with international governing bodies
- Creating and driving a World Class environment and medal winning culture across the whole performance programme, through the building of strong relationships with all stakeholders including Home Country Associations, other related associations, clubs and athletes
Candidates for the position should be able see the potential and opportunity for the growth of the sport and how the national governing body can lead and support in these areas. An understanding of the requirements of the key funders; UK Sport and Sport England is important. You will need to be innovative and commercially astute, understanding how to successfully diversify revenue and maximise the opportunity of the programmes in place. You will also require a general understanding of elite performance and how to provide the overarching support to an Olympic programme.
To apply, please send a CV and cover note (ideally as one document) to daryl.mason@hartmannmason.com A call can be arranged by emailing Daryl.
Closing date for applications: 16th April 2022
