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Customer Experience Manager
2 months ago
Motiv Sports UK is a dynamic and passionate team that specializes in creating, marketing, producing, and executing best-in-class running and multi-sport experiences across the UK.
Job SummaryWe are seeking a highly skilled and customer-focused Customer Experience Manager to join our team. The successful candidate will be responsible for delivering exceptional customer service, managing customer queries, and driving improved customer experience across our participant journey.
Key Responsibilities- Manage all incoming customer queries across multiple platforms, ensuring timely and effective responses.
- Develop strategies to increase efficiencies across our customer service systems and processes.
- Integrate new customer service systems to better manage inbound communications and improve response times.
- Analyse customer pain points and create solutions to solve them more effectively.
- Collate and share statistics and reports regarding customer query volumes and response times.
- Provide ongoing information and support to customers by regularly updating key information on event websites and FAQs.
- Lead on drafting and sending all outbound participant email communications, including event operational updates.
- Coordinate the drafting of event 'Race Day Guide' information guides/web pages.
- Troubleshoot any participants' ticket registration issues, in conjunction with our ticketing partner.
- Support the wider team with event registration system setup and testing.
- Manage any participants' post-event queries, escalating any complaints as necessary.
- Ensure all customer needs are met while striving to exceed customer expectations at all key touchpoints.
- Attend all live events, managing our customer helpdesk and participant registration area.
- A passion for participation sports and events, along with an enjoyment of helping people achieve their personal goals.
- Experience and/or an understanding of running / cycling / triathlon events, either from working at, or participating in, similar industry events.
- A customer-first mindset and desire to always deliver exceptional participant service.
- Excellent verbal and written communication skills.
- A strong attention to detail and exceptional organisational skills.
- A valid right to work in the UK.
- Passionate about sport, health, and fitness.
- Enthusiastic and energetic.
- Good planner.
- Creative and proactive.
- Collaborative.
- Highly organized.
- Opportunities to experience some of the best mass participation events in the UK.
- 25 days annual leave, plus bank holidays, plus 1 x lieu day for every weekend day worked.
- Private healthcare.
- Workplace pension scheme.
- Cycle to work scheme.
- Access to friends and family spaces to Motiv Sports UK events.
