Business Liaison Officer-leisure

1 month ago

Nottingham, United Kingdom Nottingham Business Improvement District Full time

**Job Title**:Business Liaison officer - Industry specialist (Leisure)

**Reporting to**: City Operations Manager

**Job Function**:

- To provide specialized account management support for an industry specific share of the SIRO 750 businesses within the Nottingham BID.
- To maintain a strong digital presence across Nottingham BID using social media and other online client portals.
- To deliver key account management KPI’s and achieve an industry specific NPS score.
- To promote, engage and deliver the products and services available within the Nottingham BID using calls, digital platforms and face to face meetings.

This role is based in Nottingham city on a full-time basis with flexibility on working hours over 7 days to meet the needs of the levy payers.
- Acting as the leisure specialist account officer within the BID team and the first point of reference for matters relating to the assigned industry within the BID.
- Working closely with a Project Executive, to host quarterly networking events across the city within the Assigned industry specialism and build industry steering boards.
- Support leisure businesses in the city centre, building relationships, communicating relevant information and handling/escalating their enquiries as appropriate.
- Achieve quarterly and annual “friends of the BID”
- Maintaining key information on leisure businesses within a CRM database and maintain / produce high quality data.

**Core Responsibilities**
- To maintain a high-quality client database.
- To produce daily and monthly plans around client engagement with key SMART targets for engagement.
- To deliver client meetings aligned with key messages and in-line with the Nottingham BID client charter.
- To achieve the set key performance indicators within: Customer’s service (net promotor), SEP

engagement and visitations/contacts.
- To ensure all clients receive weekly communications from the BID.
- To ensure all clients can report city management tasks set within the service charter. Follow up on said issues and resolve.
- To provide business intelligence reporting around essential management services - Grot spot, homeless reporting, maintenance and crime reporting.
- To provide support in the collation of city centre data analysis - empty units, footfall.
- To carry out specific liaison duties as required by the BID management, or its partners.
- To complete daily city centre street inspections and produce reporting templates as directed by the City Operations Manager.
- To maintain and grow the relationships with leisure levy payers and other city centre businesses.
- Adherence to all company policies and procedures as set out in the Staff Handbook.

Note: The above list is not in order of priority, and other tasks commensurate with the grade of the post may be required of the post‐holder.

**Skills, Experience and Abilities**

You should be able to demonstrate:

- Experience in a busy leisure environment, preferably within a supervisory capacity.
- A proven track record within the achievement of key performance indicators.
- Ability to professionally use multiple communication channels including Digital calling, social media and telephone.
- Account management and product sales experience.
- IT experience and the management of CRM databases.
- Ability to deliver high quality analytical reporting.
- Effective listening and observational skills with an ability to deal with sensitive and confidential matters on occasion.
- Ability to work with equality, integrity and fairness in dealing with customers, businesses and team members.
- A passion for the future successful development of Nottingham city.
- Confidence in recording information and producing written reports/responses as required using Microsoft Office including Excel and other systems provided.
- To be available and undertake training and other supervisory duties as required by the post.

**Personal Qualities**
- Professional, helpful and polite.
- High level communication skills, including clear leadership qualities.
- Resourceful, proactive and a desire to always go the extra mile.
- Appetite for learning and a passion for the delivery of training options for others.
- Uniform standards: Trousers, black shoes and shirt. A black Nottingham BID jacket will be provided.

**Agreed SMART Key performance indicators within**:

- Production of daily, weekly and monthly business tracker plans.
- Business event engagement targets.
- Friend of the BID sales targets.
- Quarterly net promotor survey scores.
- Survey production, collation and response rate.

**Nottingham BID Mission Statement**:
**Mission Statement**:

- “Nottingham BID - A leading industry organisation, which supports the business community in achieving the true potential of Nottingham’s business district. Nottingham city will be a productive, safe, Green, and healthy city that displays creativity and innovation. Making Nottingham the UK’s lifestyle city of choice”_

**Core Values**:

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