Salary and Benefits

Competitive dependant on experience

5% Club Bonus Scheme

23 days holiday increasing to 28 days based on length of service

Non-Contributory Pension scheme / Private Health Care

Membership for domestic games, Tickets for International Games and loads more

The Position

Providing the very best customer service to Members and fans attending The Kia Oval is paramount to Surrey County Cricket Club. In this role you have a responsibility to oversee the Ticketing, Membership and Supporter Services Team ensuring that the Club offer the best experience to all fans, and match-days run smoothly. 

As part of the Club’s Leadership Group, you will set and maintain exceptionally high standards and constantly look for ways to innovate in order to improve the efficiency of the team. 

A primary element of this role is ticket operations and ensuring that matches and memberships are set up correctly each season in our ticketing system (Secutix), and both tickets and Memberships are fulfilled to a high standard and with sustainability in mind. 

With a loyal and growing Membership and fanbase, this role is responsible for setting strategies for ticketing and Membership to enable the Club to continuously develop its offering, improve products and maximise commercial opportunities.

You will work closely with other departments including operations, marketing and communications to ensure commercial objectives are reached and the Club’s ticketing and membership operations are smooth.

What you’ll do

  • Ensure the Member and Supporter Services Team always maintain the highest level of customer service and work with the Fan Engagement Manager to ensure the best possible match-day experience. This includes ensuring that all Member and customer enquiries are dealt with promptly, professionally and within the designated timeframe
  • Strategically lead the long-term planning of the Club’s Membership products and pricing, including Debenture Memberships
  • Design the Club’s ticketing strategy including setting appropriate pricing for the various formats of cricket played at The Kia Oval, as well as identifying additional revenue opportunities to achieve commercial targets
  • Act as the Club’s champion for its ticketing platform – Secutix – and maintain knowledge of its capabilities through advanced functionality to continually enhance the supporter experience and ensure matches and Memberships are set-up correctly each season
  • Oversee the Club’s CRM – Salesforce – to ensure that the Member and Supporter Services Team are accessing and using data to enable excellent levels of customer service. This includes working with the Data Protection Officer to ensure GDPR policies and regulations are met
  • Work with the Head of Sales and Marketing to create proactive sales and marketing campaigns to generate ticket and Membership revenue
  • Manage the ground’s Access Control System and ensure that it is constantly reviewed and improved to guarantee easy entry into the venue for all match-day attendees.
  • Work with the Communications and Marketing department to ensure consistent sharing of accurate information to all Members and supporters
  • Work with the finance department to ensure accuracy of financial reconciliation of ticketing and Membership sales
  • Work with the Ticketing, Membership and Supporter services Manager to provide strong and inspirational leadership of the Team including full-time, part-time and casual match-day staff
  • Be accountable for all fulfilment activities, including tickets, Membership Packs and 
  • Membership Cards working with the Club’s Head of Sustainability to ensure that the Club’s output is sustainable
  • Oversee the Club’s Direct Debit scheme for Membership, ensuring that payment plans are set up accurately and transactions are processed successfully

The Person

The successful candidate will have the following experience / skills / qualities:

Essential:

  • Experience in driving revenue / sales initiatives
  • Proven experience of leading ticketing platforms 
  • Delivery of superior customer service function
  • Experience preparing and presenting financial and statistical reports
  • Excellent verbal and written communication skills
  • Proven ability to work to deadlines and under pressure 
  • Excellent attention to detail
  • Enthusiastic and proactive with a can-do attitude
  • Organised, and able to work independently towards a given goal
  • Ability to remain calm and focused when under pressure
  • Passionate about service delivery and continual improvement

Desirable:

  • Knowledge about Cricket and Venue

To Apply

Please e-mail your curriculum vitae along with a cover letter outlining why you are suitable for this role and stating current salary to jobs@surreycricket.com 

Closing date for applications is 5pm on the 17th October 2022. 

Surrey County Cricket Club will ensure that all existing and potential employees receive equal consideration and is committed to the elimination of unlawful or unfair discrimination on the grounds of gender, race, disability, colour, ethnic and national origin, nationality, sexuality, marital status, responsibility for dependants, religion, trade union activity and age.



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Details

Location
London, London

Posted
4 October, 2022