Head of Sales and E-commerce
2 months ago
Reference:TG3612
Opportunity type:Permanent, Full-time
Working hours:36
**Salary**:£49,031 - £65,000 depending on experience
Location:London
Closing date:08 March 2023 at midnight
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You will lead the Sales strategy and operations to deliver outstanding customer service and experience and generate income for Tate. The team comprises the following primary and integrated areas of work:
- Omnichannel sales: Drive sales of memberships, tickets, and experiences, onsite, online, on the phones, in addition to bundles and upselling of catering and retail services and products, leading Tate’s omnichannel sales strategic planning.
- Customer service: Deliver outstanding customer service and engagement across every touchpoint, lead Tate’s Membership customer services, and lead the central Contact Centre for Tate.
- Groups, Tours and Experiences: Lead, deliver and grow the Experiences business through B2C and B2B strategies, including multilingual tours, group tours and catering
Underpinning this work, you will lead the sales business, operational and financial planning, including forecasting and budget management, pricing, and finance operations and reporting. You will lead as the client on the systems, technology and data required for the Sales, Membership and Ticketing Services, working closely with Digital and Technology colleagues. You will lead the fulfilment service for customers.With an entrepreneurial approach, you will work proactively and collaboratively to scope and develop new revenue generating and customer service opportunities for Tate.
People are key, and you will have outstanding leadership skills, experienced in inspiring and developing large, diverse teams, with warm, proactive, positive working culture and strong levels of customer engagement. You will have proven experience of developing and delivering outstanding customer service and customer experience, across multiple sites and channels, live and digital.
You will have astute commercial skills and business acumen, enabling you to lead on Tate’s ticketing sales planning, risk management and budgeting including the robust setting of KPIs, pricing, sales targets and forecasting.
With proven experience in leading business growth, you will test, develop and promote propositions for paid experiences, and bunding propositions that span tickets, retail product, talks, creative events and catering offers.
You will have extensive experience of working with e-commerce systems, ticketing systems, call centre and customer contact technology, and experience of briefing technical providers to inform system development. You will have expertise in data protection and regulations, proven experience in efficient and effective retail fulfilment, and sales financial operations and reporting at significant scale.
You will have an entrepreneurial and collaborative approach. And you be a fantastic communicator, skilled in connecting with people at all levels of the organisation and with a wide range of audiences, including our Members, Tate Collective, and increasing numbers of families, young people, local communities and multi-lingual audiences.
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