Customer Relations Manager -The Jockey Club

Job title: Customer Relations Manager

Based at: Sandown Park

Contract type: Fixed Term (up to 12 months)

Hours: 37.5 hours per week 

We have a fantastic opportunity for a Customer Relations Manager to oversee the management of The Regional Customer Relations and Reception Teams, and all administration

Role summary

  • To ensure all customer requests and complaints in relation to ticketing, membership and general race day experience are handled effectively and in a timely manner.
  • All complaints to be effectively logged communicated and resolved.
  • To be responsible for administering the set-up of all BOB sheets for the Region’ tickets, ensuring tickets are on the system and everything is ready for the ‘go live days’
  • To ensure that the website is correct in relation to ticket and membership prices
  • To manage the Customer Service function on racedays and non racedays, including overseeing race day Customer Service
  • To lead the regional customer relations executives, ensuring that tasks are set and completed in an efficient and timely manner, managing the regional workload
  • To manage all aspects of Annual Badges for the year for the Region with the aim of exceeding budget. Ordering metal badges, car passes, pass cards to fulfill the delivery of the sales for the Region. Booking reciprocals with other courses.
  • .To assist in the processing of ticketing transactions as required and support Jockey Club Ticketing.
  • .To prepare pre and post raceday paperwork as required by the ops team, including all invoicing and ticket/badge requirements.
  • Working closely with the Operations team for pre, raceday and post racing
  • To manage all promotional literature for the members liaising with the marketing department on content

The successful candidate will;

  • Be proficient in Microsoft Office Suite
  • Have understanding and knowledge of organizing large scale events
  • Be experienced in managing a team of people
  • Have experience of working in a Customer Service or relationship management role
  • Have excellent interpersonal skills
  • Have ability to remain calm in a busy sometimes pressurised environment

The successful candidate will be required to work evenings and weekends to support racing when necessary.

The closing date for applications is 29th August We reserve the right to bring this date forward should we receive a large volume of applications.

At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.

Content Lead – The Jockey Club

Job title: Content Lead 

Based at: Flexible on location. Although monthly travel to Sandown Park requirement.

Contract type: Permanent

Hours: 37.5 hours per week 

We have a fantastic opportunity for a Content Lead to join our Digital Team. As Content Lead at The Jockey Club, you will oversee the strategy and production of multimedia content from ideation through to delivery. You’ll work on key projects that support business efforts to grow relationships with existing and opportunity audiences and our commercial partners. Ultimately, overseeing all brand marketing content initiatives, to ensure customer engagement, brand consistency and a positive customer experience. 

About Us 

The Jockey Club stages thrilling sporting occasions including the Grand National, The Cheltenham Festival and The Derby. Millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond. This is all made possible by our brilliant people. 

We are the largest commercial group in Britain’s second-biggest spectator sport, operating 15 racecourses nationwide, The National Stud, Jockey Club Estates, Jockey Club Catering, and our charity, Racing Welfare. 

Every penny we make goes back into British Racing to help the sport to thrive. Our vision is for British horseracing to be the best in the world for many years to come and for the sport to be accessible for millions of people in the UK to enjoy. 

Role summary 

  • Develop and oversee an integrated content strategy and set of plans across the breadth of the racing calendar, designed to strengthen and amplify brand campaigns and key reputational and cultural themes, across owned and earned digital marketing and CRM channels.
  • Develop a content calendar aligned to the overarching short and long term objectives of the Marketing team and wider campaign plans. 
  • Lead the content planning and on-site content production at our three biggest racing festivals; The Grand National at Aintree, The Derby at Epsom Derby and Cheltenham Festival. Alongside, commercially important Band A racing festivals across the year. You will be adept in managing a team of videographers, photographers, editors and producers to capture and deliver compelling live content. 
  • Lead the content strategy and guide and support associated social media planning across our marquee festivals and events. 
  • Support in the development of a group-wide social media strategy that enables growth across all The Jockey Clubs digital platforms and social communities, supporting the achievement of national volume and revenue objectives.
  • Support the marketing teams in capturing and consolidating appropriate priority product content in response to clear guidance and briefs. This may include appropriate photography, video or lead copy. Anything that will help our racegoers better understand, connect with and buy our propositions.
  • Working closely with our Creative studio, Digital, Marketing, Communication and Commercial teams, to understand and support their respective objectives, while at the same time remaining true to our brand values and ensuring stories are told in an entertaining and compelling way.
  • Work alongside the Brand Marketing Manager to develop an IPTV strategy at our racecourses. To improve customer experience and potentially optimise commercial returns. 
  • Ensure seamless pre-production processes, ensuring subsequent shoots capture all planned content and meet The Jockey Club brand standards..
  • Management of a Content Producer to deliver on the strategy and maintain best in class output.

The successful candidate will have;

¨ Experience and understanding of all key areas of social and content marketing

¨ Deep experience in the production and deployment of digital content

¨ Ability to build highly positive relationships with marketing peers, across the wider marketing teams and to work closely with operational teams, as required.

¨ Ability to operate effectively across complex organisational matrices, build constructive and positive relationships and to thrive in a process-driven environment.

¨ Highly collaborative and supportive approach to working with 

¨ A disciplined and highly organized approach to running projects and developments across multiple areas

The closing date for applications is 16th August. We reserve the right to bring this date forward should we receive a large volume of applications.

At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people

Group Financial Controller – The Jockey Club

One Team: Group Financial Controller (12 month Fixed Term Contract)

Based at: High Holborn, London

Contract type: Fixed Term

Hours: 37.5 hours per week, Monday – Friday

The Jockey Club is looking to recruit an experienced Group Financial Controller to manage the group’s internal and external reporting processes, promote a best practice financial control and compliance culture, manage the Group’s shared finance centre and to provide analysis and insight for various group functions.

Role summary

The Jockey Club operates 15 racecourses nationwide including Cheltenham, Aintree, Epsom Downs, training grounds, The National Stud and Racing Welfare. The ideal candidate will have 7+ years PQ experience, strong technical and analytical skills, and excellent communication skills with the ability to distil complex financial information to a wide range of stakeholders.

Key responsibilities for this role include, but are not limited to:

  • Central control, consolidation and management of all aspects of Group reporting, including monthly management accounts process, annual Statutory accounts preparation, cash and net debt reporting tracking headroom against the JCR banking covenants, for reporting to Exec management and main Board. Preparation of management accounts of forecasts for head office functions.
  • Lead the Shared Finance function (Sales Ledger, Purchase Ledger, Treasury teams) in their development, implementing process improvement as identified and required and continuing its journey as a development ground for future finance talent across the Group. Build a culture of empowerment within that team. 
  • Head of Finance for Jockey Club Services, our outsourcing business. Responsible for pricing, contract reviews, client relationship, reporting.
  • Act as primary interface and co-ordination with the Group’s external auditors and tax advisers, to agree audit scope and procedures as well as timetable and ensure all audit deliverables including tax packs, are available in a timely manner.
  • Ownership of group chart of accounts and finance systems. Maintain strong financial controls across the group to preserve integrity of financial reporting and avoid unnecessary one off adjustments. Drive balance sheet reconciliations process and regular review of working capital movements as a priority.
  • Full ownership of the HMRC relationship for the Group. Main interface with HMRC for submission of all Group tax returns and management of VAT quarterly return processes, including MTD.
  • Responsibility for compliance with areas regulations such as CCO, SAO, off-payroll labour (IR35).
  • Working with the CFO to identify and evaluate alternative forms of structured finance for the business and optimizing the use of the Group’s assets. Transaction lead on future refinancing.
  • Actively participate and make a strong contribution to the Finance Leadership Team meetings and discussions on finance values, priorities and their implementation, as well as influencing Regional Finance Directors as appropriate.
  • Maintain and develop on-going processes of sharing and spreading best practice, with the rest of the Finance Leadership team, in all aspects of financial and management reporting.
  • Develop and maintain a strong working relationship with the CFO, Regional Finance Directors and Heads of Finance at Jockey Club Estates and the National Stud, as well as day-to-day various external stakeholders (Banks, HMRC, HBLB, JV partners, auditors).

We are looking for applications from candidates who can demonstrate the following:

  • A professional Finance qualification, ACA or ACCA certified
  • Advanced knowledge and operation of Excel functionality
  • Proven experience of working in a PQE role within a Group/matrix environment
  • Up-to-date technical skills and strong analytical capability
  • A proven track record as a self-starter, working with a wide range of stakeholders across the business, right up to CEO and Board level. The ability to set own agenda and work independently, balancing sometimes conflicting priorities
  • Strong leadership and management skills and a track record of developing both functional and management skills within a team.

Due to the requirement to travel to racecourses around the Group, the successful candidate will need to have a valid driving licence and access to a vehicle.

The closing date for applications is 20th June 2022. We reserve the right to bring this date forward should we receive a large volume of applications.