Customer Experience Manager

We are looking for a Customer Experience Manager to join our team as soon as possible, fulfilling an exciting and important role across our business. ??

Contract:

Full-time, permanent Location:

Hybrid working, including 2-3 days working from our Central London office Salary:

£27,000 - £35,000 pa, depending on experience

We are a small, dynamic team, passionate about providing a platform for people to be their best selves. We specialise in mass participation events across the UK; creating, marketing, producing and executing best-in-class running and multi-sport experiences.

So if you have an interest in sport/running/fitness, the mass participation event industry, and you consider yourself passionate about providing excellent customer service, then this could be your next exciting challenge!

Who are Motiv Sports UK?

Motiv Sports are the team behind some of the UK’s most iconic mass-participation events, including London’s largest half marathon - the Hackney Half - as well as the London 10K, the Blenheim Palace Triathlon, the Oxford Half & the Etape Caledonia. We own and manage the end-to-end marketing and delivery of all events, with the live event season taking place from April – October. Every event has a strong charity presence, and in 2023, participants fundraised over £3 million by taking part in our events.

The Opportunity: • The Customer Experience Manager’s primary purpose is to deliver exceptional customer service and share detailed and timely event information to our participants, across all Motiv Sport events. • The role is perfect for someone who loves problem solving, managing feedback, and dealing with queries from customers. The role offers ample opportunity for someone to develop their own ideas about driving improved customer experience across our full participant journey, from initial event registration, through race-day experience, and into post-race congratulations.

Primary Responsibilities: • Manage all incoming customer queries across multiple platforms, including event email inboxes and social media. • Develop strategies to increase efficiencies across our customer service systems and processes. • Integrate new customer service systems to better manage inbound communications and improve the time taken for response. • Analysing customer pain points and creating solutions to solve them more effectively. • Periodically collate and internally share statistics and reports regarding volume of customer queries and time of response. • Provide on-going 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, for event operational updates (e.g. ‘6-weeks to go’ email, race week emails with key event details etc). • Coordinate the drafting of event ‘Race Day Guide’ information guides/web pages, as part of wider participant information communication. • 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 in the weeks following each event, escalating any complaints as necessary. • Ensure all customer needs are met whilst striving to exceed customer expectations at all key touchpoints. • Attend all live events managing our customer helpdesk and participant registration area.

You Have: • 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.

Personal Specifications: • Passionate about sport, health and fitness • Enthusiastic and energetic • Good Planner • Creative and proactive • Collaborative • Highly Organised

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Some Things To Look Forward To: • Opportunities to experience some of the best mass participation events in the UK, while working with an ambitious and passionate team. • 25 days annual leave, plus bank holidays, plus 1 x lieu day for every weekend day worked • Private health care • Workplace pension scheme • Cycle to work scheme • Access to friends and family spaces to Motiv Sport UK events.

Have you read this far? If you are interested and would like to apply, please submit your CV, along with a short cover letter, to [email protected]. Applications close Sunday 29th September, although we may be inviting any initial candidates for interview prior to this date.