Wasserman operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Wasserman Live specializes in delivering branding and signage, custom fabrication, live event production and experiential operations across sports, music and entertainment. Working with the world’s most iconic properties and brands, we elevate live events to make them unforgettable.
Headquartered in Los Angeles, Wasserman's presence spans 28 countries and more than 70 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit
www.teamwass.com
.
The Customer Experience Manager role is based in Lincoln within our Mass Participation business. You’ll play a key part in supporting athletes as they enter and take part in our flagship events, including the TTP Cambridge Half Marathon and the Outlaw Triathlon Series, ensuring they have a seamless and positive experience from race entry through to post-event.
What You'll Do
- Develop the strategy and plan for customer service - align across athlete needs, Brand, commercial goals and operational requirements - provide positive and straight forward experiences for customers as they progress from Race Entry to Registration to Post Event.
- Seek to eliminate unnecessary contacts and identify opportunities to improve athlete experience / commercial performance (e.g. through provision of self service solutions, identification of insights); escalate tricky issues with recommendations for resolutions
- Manage Fresh Platform - process all customer contacts in timely manner (anticipating and requesting support when needed), set up systems / content (knowledge base, articles, canned responses, AI, widgets, forms)
- Operate the entry system portal - LDT - assist athletes with entries, discounts, transfers , refunds etc; manage data quality and pull reports as needed
- Manage Athlete Registration and Public Enquiries onsite at Events
- Support operations in production of start lists, fulfilment data, postage
- Support Marketing in creation of athlete communications e.g. instructions for Race Information, Pre Race Emails
- Create and deliver targeted ad hoc communications to athletes (e.g. Race Pass, utilising brand tone and templates)
- Work with the Launch team to contribute to the development of Terms, portal set up, price & promotions etc ahead of Events opening for entries
What We're Looking For
- Communication - written & verbal
- Confident in Relationships / People skills
- Comfortable with Systems and Process management
- Planning and time management
- Good judgement - balancing brand, customer and commercial needs
- Data literate and understanding of data protection, confidentiality
Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
