Membership Manager

Who we are

Welcome to Ascot where tradition meets innovation and excitement is the heartbeat of our business.

We are a destination for over 500,000 guests each year where passion, elegance, and celebration converge and it is our team of behind-the-scenes heroes that bring every intricate detail to life.

As one of the world's leading racecourses, Ascot is renowned for its rich heritage spanning over 300 years. But we are not bound by the past; we're driven by the pursuit of excellence in everything we do.

From hosting our flagship event, Royal Ascot, to pioneering sustainable practices, we are committed to building a Global lifestyle brand, wrapped around the world class horse racing we run.

At Ascot we believe in preserving the beauty of our surroundings and minimising our ecological footprint. From eco-friendly initiatives to community engagement programs, we strive to make a positive impact on both the environment and the lives of those around us.

What we are looking for

We are currently seeking a Royal Enclosure Manager to join our Memberships department on a maternity cover basis, based in our offices at the racecourse in Ascot, Berkshire.

This is a fixed term contract role which we anticipate will be from October 2024 to September 2025.

What you’ll be doing

A prestigious and varied role with a primary focus on the delivery of the Royal Enclosure Office, including the highest level of client servicing, fulfilment and the management of a large, temporary team of direct reports.

Dating back to 1790, the Royal Enclosure is at the heart of Royal Ascot and considered to be a key USP. It is the duty of the Royal Enclosure Manager to be respectful of its intrinsic value and to provide an efficient and well run delivery of service to the membership. It is also the duty of the Royal Enclosure Manager to protect the heritage and longevity of the Royal Enclosure whilst continuing to drive improvement of the offer to Members both during and outside Royal Ascot.

The Royal Enclosure Manager is responsible for the management and delivery of customer servicing elements relating to the Royal Enclosure and its Members, as well as the management and maintenance of all data and fulfilment for the Royal Enclosure. The role will work closely with the Senior Membership Manager, in delivering excellence for Members in the lead up to, and throughout, the Royal Ascot annual cycle, including recruitment of the temporary team, team and stakeholder management, live delivery, debrief and strategic planning.

Principal Responsibilities:

• Management of all Royal Enclosure budget cost lines
• Delivery of the Royal Enclosure badge revenue budget, including provision of weekly sales reports
• Execution of a protocol based customer service for a wide range of important stakeholder groups including, Royal Household, Lord Lieutenants, Heads of Missions, Racing Bodies and other national and international visitors
• Recruitment of a temporary team to fulfil the requirements of the Royal Enclosure Office delivery
• Personally exemplify exceptional customer service standards, and train, mentor and manage seasonal temporary team to deliver the same standards
• Working with the Senior Membership Manager, develop and deliver in collaboration with the marketing department, a robust and engaged communications plan for Royal Enclosure Members
• Manage the most efficient process for the purchase and fulfilment of all Royal Enclosure Membership Badges
• Manage and oversee the fulfilment of the Royal Enclosure badge dispatch operation, including location, security, storage and Royal Mail
• Manage all enquiries and communication for the Royal Enclosure
• Liaison and management with internal and external stakeholders for printing, ticketing and all related collateral
• Development and maintenance of software to support badge sales, customer website and membership portal
• Act as the primary representative during Royal Ascot for all Royal Enclosure troubleshooting and operational escalation issues
• Manage all areas of the Royal Enclosure Office during the Royal Meeting
• Oversee the administration of Car Park One & Two subscription car parking for the Royal Meeting
• Oversee the management of Car Park 7
• Oversee the management of Royal Enclosure Garden Restaurant bookings
• Oversee the administration and delivery of the Winning Post Gardens and Saddling Club concept, and any new Membership products that are developed to enhance the experience during the Royal Meeting
• Oversee the training of Royal Enclosure Dress Code Assistants
• Comprehensive audit and badge reconciliation annually for the Royal Enclosure Working with the Senior Membership Manager provide input for annual review of the Royal Enclosure with recommendations on improvements, amendments or changes required
• Attend and assist with Ascot race days as required in the lead up to the Royal Meeting to support Membership groups with their bookings
• Continue to improve the operational and administrative processes involved with the delivery of the Royal Enclosure and a temporary team
• Strive to achieve best in class staff training for the Royal Enclosure Office, providing clear guidelines and instruction
• Support data management with marketing and external agencies to ensure accuracy across our data pool of Members
• Achieve best in class client service delivery and become known externally for the Ascot Way

Management:

• Direct line management of the Royal Enclosure Executive (full time) Temporary management of contracted staff as Royal Enclosure Administrators

Skills and experience you can bring:

• Should be degree (or equivalent) educated
• Qualifications or demonstrable experience in the management of both full and part time teams
• Qualifications or demonstrable experience in team building
• Highly developed customer service skills
• Excellent oral and written communication skills at all levels
• Excellent administrative skills, budgetary and resource management
• Excellent ICT skills, e.g. Microsoft Outlook, PowerPoint, Word and Excel
• Working knowledge of databases, systems, and ticketing portals
• Marketing understanding and ability to understand the Brand and its values
• Committed to raising the standard in every aspect of working life
• Ability to work under pressure and deliver deadlines
• Ability to communicate in a proactive and positive manner at all stakeholder levels
• Exemplary customer service skills
• Ability to be flexible and adaptable
• Integrity, discretion, commitment and diplomacy
• The willingness to work in a spirit of partnership

What you can expect from us:

• A best-in-class welcome with a tailored induction and racecourse tour, as well as a wide range of training schemes to help with your learning and development
• Access to a range of wellbeing support for yourself and your family including a dedicated Employee Assistance Programme and Healthcare support app with 24/7 virtual GP access
• Opportunity to make an impact in our Volunteer week with a day out of the office to support local community and charity partners
• End of year offices closed (extra 2 days annual leave added to your entitlement)
• Time Off in Lieu (toil) for working weekend race days
• Clothing and hat hire
• Complimentary race day entry for friends and family
• Exclusive discounts in local shops and cafes
• Exclusive discounts from selected partner brands and suppliers

And let’s not forget, invitations to our monthly social nights as well as annual parties and afternoon-teas to celebrate our most special occasions throughout the year.

What sets us apart from the rest

We take pride in our commitments to make a positive change for now and future generations to come, whether through our Diversity and Inclusion strategy and training programmes, our award-winning ‘Racing To Zero’ sustainability actions, or our forward thinking employee benefits including flexible working and menopause policies, as well as health and EAP support access.

We are also proud of our community outreach which includes a volunteering week for all employees to spend time supporting local charities

Our Diversity and Inclusion Vision

We are committed to ensuring guests from all backgrounds and communities feel welcome at the Racecourse and are working to ensure our internal teams are nurtured within a supportive and inclusive environment. Our mission is to eliminate discrimination and prejudice of any kind at our venue and throughout our business. By educating and implementing meaningful actions across all that we do, we can make certain that Ascot is a place for everyone to enjoy.

As an equal opportunities employer, Ascot Racecourse is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our company.

Closing date for applications: 27 September 2024.