Customer Relations Manager -The Jockey Club

Job title: Customer Relations Manager

Based at: Sandown Park

Contract type: Fixed Term (up to 12 months)

Hours: 37.5 hours per week

We have a fantastic opportunity for a Customer Relations Manager to oversee the management of The Regional Customer Relations and Reception Teams, and all administration

Role summary

To ensure all customer requests and complaints in relation to ticketing, membership and general race day experience are handled effectively and in a timely manner.
All complaints to be effectively logged communicated and resolved.
To be responsible for administering the set-up of all BOB sheets for the Region’ tickets, ensuring tickets are on the system and everything is ready for the ‘go live days’
To ensure that the website is correct in relation to ticket and membership prices
To manage the Customer Service function on racedays and non racedays, including overseeing race day Customer Service
To lead the regional customer relations executives, ensuring that tasks are set and completed in an efficient and timely manner, managing the regional workload
To manage all aspects of Annual Badges for the year for the Region with the aim of exceeding budget. Ordering metal badges, car passes, pass cards to fulfill the delivery of the sales for the Region. Booking reciprocals with other courses.
.To assist in the processing of ticketing transactions as required and support Jockey Club Ticketing.
.To prepare pre and post raceday paperwork as required by the ops team, including all invoicing and ticket/badge requirements.
Working closely with the Operations team for pre, raceday and post racing
To manage all promotional literature for the members liaising with the marketing department on content

The successful candidate will;

Be proficient in Microsoft Office Suite
Have understanding and knowledge of organizing large scale events
Be experienced in managing a team of people
Have experience of working in a Customer Service or relationship management role
Have excellent interpersonal skills
Have ability to remain calm in a busy sometimes pressurised environment

The successful candidate will be required to work evenings and weekends to support racing when necessary.

The closing date for applications is 29th August We reserve the right to bring this date forward should we receive a large volume of applications.

At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.

UEFA Social Media Video Producer – InCrowd

The UEFA Social Media Video Producer will perform the dual role of content creation and platform / community management, with a proposed 70:30 split between the two disciplines.

70%: creating and publishing predominantly short-form content on official UEFA club and national competition accounts, with a focus on vertical edits for TikTok and Facebook/Instagram reels, as well as YouTube Shorts.
30%: platform management and owning the whole content circle: planning, creating, posting, analysing and reporting.
This is a permanent role, based in our London office.

Who are you

A social native with a flair for video ideation, creation and distribution, you will work with the TikTok Producer and wider social team to plan, create and publish bespoke content across multiple platforms and formats.
You will marry the two areas of content creation and platform management by displaying a talent for repurposing great football content cleverly and specifically, and having an innate understanding of how to use platform features to achieve optimum results.
You will feed into an integrated publishing calendar to ensure channels are consistently populated with best in class, innovative content that builds the client’s brand and global reputation at all times.
You have the capability to fulfil the client’s responsibilities to sponsors and key stakeholders via posting of branded video content.
You will contribute to the continuous improvement of content performance through social insights & best practices, and act on them accordingly.

What you need to have

Experience in creating compelling social video content and social stories, particularly in a vertical format and within a live environment
Demonstrable capability in video production software and digital tools such as Adobe Premiere Pro, Creative Suite and Photoshop
A background in social media platform and community management, including TikTok, with experience in planning and analytics
An understanding of deliverables across multiple platforms and aspect ratios, and how a consumer will experience the video on those specific platforms
Excellent communication skills and ability to thrive both individually and within a team environment
Accuracy and attention to detail, particularly when under pressure
Examples of particularly creative / engaging social media posts
Deep knowledge of (and passion for) football and in particular European football
Awareness / understanding of all major social platforms’ analytics tools

About InCrowd

InCrowd is a fan marketing company. Using technology and data, we help our clients gain a deeper understanding of their fans, going well beyond who they are and delving deeper into their behavioural habits and fan characteristics. This approach allows our partners to deliver relevant and timely content and marketing messages to fans, vastly enhancing the fan experience whilst achieving commercial objectives. We work with multiple globally recognised sports organisations and clubs including:

UEFA

Premier League & Championship football clubs

Formula 1

Sky Sports

English Cricket Board

International Cricket Council

Premiership Rugby

The Rugby Football League

Premiership Rugby

United Rugby Championship

What we offer

A friendly but challenging working environment
A great work-life balance. We have moved to the new normal where we offer the option to work from home or other quiet environments, but combined with the opportunity to come together for collaboration, team building and social events
We are a group of highly skilled individuals with a healthy, friendly, creative and relaxed environment. There are often sporting and team events you can join if you wish and we like to nurture and support each other – research groups, training and conference budgets are part of our culture.

How to apply

Our recruitment process will focus primarily on your values and energy for the role. Send us your CV and something that shows us why you’re perfect for the role. This can be anything; an email, a video or perhaps a case study of previous work….. Don’t just hit the LinkedIn apply now button – we want to find out more about you. Email everything to jobs@incrowdsports.com and we’ll be in touch.

Partnership Services and Development Lead – LTA

The Partnership Development Lead is responsible for responsible for securing upsells, renewals and revenue growth working alongside the Partnership Acquisition Manager.

The role is also responsible for overseeing a team of Partnership Managers to implement the planning, activation, delivery and reporting of each Brand Partner.

The successful candidate will have in-depth knowledge of integrated partnership rights contract negotiations and delivery models. They must be pro-active, motivated, have excellent project management and interpersonal skills and be able to build strong working relationships; they will support the development of partnerships by working collaboratively with different teams across the business.

Staff are required to work outside standard working hours and at weekends at certain times of the year. Some UK travel to venues and to visit clients may be needed.

Key Accountabilities

Sales Management and Revenue Delivery

Lead contract negotiations related to renewal of existing partnership rights.
Work alongside the Partnership Acquisition Team to upsell (e.g. additional activation opportunities) and renew partnerships at greater value.
Responsible for LTA’s renewal process and associated revenue, optimal profit margin and efficient cost of service.
Collaborate across the LTA to identify new partner revenue opportunities, aligned with tennis and padel product development, alongside Partnership Acquisition Manager
Establish and manage business wide processes to optimise efficiency and measurable value for LTA and our partners
Ensure financial procedures are implemented across the team enabling invoices to be raised appropriately to release funds from each sponsor.
Provide commercial support to the Partnership Acquisition Manager on projects throughout year, undertaking tasks as required to drive Commercial revenue.

Team Management

Oversee and develop a team of Partnership Managers to project manage planning, activation and delivery of rights for each Brand Partner
Lead the team to develop and deliver a partnership rights activation strategy and improved measurement model for all LTA partners
Proactively plan workflow with team across key accounts by quarter, per annum.
Ensure each Partnership Manager works effectively to create maximum value for the rights allocated to each partner
Lead the process of sponsorship reporting for the team annually, with content including media analysis, a review of activities and results.

Rights Management and Delivery

Accountable for the pro-active management of each Partner’s contractual rights and financials to optimise overall deal profitability
Responsibility for day-to-day management of lead strategic brand partners as required
Ensure the proper, timely and high-quality delivery of all contracted rights for all brand partners
Ensure partners are supporting the LTA’s vision of Tennis Opened Up
Manage and/or support internal cross-functional projects that directly impact Partner satisfaction (e.g. insights, content assets, experiential activations, brand campaigns)

Previous Experience of:

Proven track-record working with brands, negotiating partnership rights and securing upsells and renewals through to contract
Strong sales and partnership delivery track record, working in sports and/or entertainment properties
Excellent project management skills
Experience in leading integrated partnership rights contract negotiations
Success delivering high quality partnerships in premium, multichannel (experiential, digital) environments with senior stakeholders
Commitment to structured, process driven and analytical rights’ delivery approach
“Brand marketing aware” with ability to develop integrated brand marketing strategies with partners
Dynamic and energetic approach to partner engagement, with strong communication and negotiating skills; able to combine trouble-shooting and creative problem solving
Proven experience of account managing successful sponsorship relationships, and activation programmes
Passion for and understanding of the commercial potential within sport
Excellent communication skills
Strong people and time management skills with a high level of care and attention to detail.
Excellent IT skills, including Outlook and MS Office

Communications Manager – Wimbledon

Job Title: Communications Manager

Department: Communications and Marketing

Reports To: Head of Communications and Media Services

About the role

We are looking for a talented Communications Manager to join the Communications and Marketing department at The All England Lawn Tennis Club.

This role will work within the Communications team to help manage the delivery of the organisation’s communications strategy and engagement plan across a variety of audience stakeholder groups, both external and internal.
Support the Head of Communications and Media Services and Corporate Affairs Lead to protect and enhance the All England Club’s reputation and brand through a combination of proactive and reactive communications, including issues management and crisis communications.
Field and manage enquiries from local, national and international media and maintain contact details/media lists/messaging database.
Coordinate and distribute media announcements – including releases, statements, briefing documents and fact sheets – in close collaboration with digital, content and audiences teams.
Manage the delivery of the organisation’s day-to-day internal communications function, including planning, sourcing and creating content for a variety of channels and events.
Build and maintain relationships with colleagues across the various All England Club departments – including the Wimbledon Foundation and Wimbledon Lawn Tennis Museum & Tour – and internal working groups, providing communications assistance.
Support the All England Club’s guest services function, both year-round and during The Championships, handling issues-based calls and correspondence from the public.
Plan and execute media conferences and other media functions as necessary.
When appropriate, act as a nominated spokesperson for the organisation and The Championships.

About you

You will be a communications professional, looking to take the next step in your career, ideally with an agency or rights-holder background.
Possess outstanding communication skills, both written and verbal, including the ability to work quickly and efficiently, whilst upholding a high level of attention to detail.
Demonstrate a strong understanding of proactive and reactive communications management.
Enthusiasm for working collaboratively and developing strong working relationships with a diverse range of people.
Experience in the sports industry and tennis knowledge a bonus.

About us

The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the grounds of one of the world’s most prestigious tennis clubs.

Our business has grown in recent years, and we expect that success to continue. We have plans to further invest in our people and improve our facilities. Our success is important to us and we are guided by our key values of Heritage, Integrity, Respect and Excellence.

The Communications and Marketing department manages the stewardship and growth of the organisation’s audience, brand and marketing, content and production, and communications and media services across all channels and platforms. The department collaborates closely with the Commercial department, which manages the sales and partnerships across all of the organisation’s major income lines, including media rights, brand partnerships, ticketing, hospitality, and retail, merchandise and licensing.

Partnerships Manager – Formula 1

The people who work off-track are as important to Formula 1 as those behind the wheel. As a Partnerships Manager, leading the partnerships account management team at our Sponsorship office in St James Market, you could be one of them!

Reporting into the Senior Partnerships Manager, you will:

Be responsible for daily management of Formula 1’s sponsors (a mix of Global Partners, Official Partners, Regional Partners, Official Providers, Title Partners). Leading on some partners and supporting other team members with other partners
Cultivate strong, positive relationships with partners
Be an internal ambassador and champion for all partners with other commercial departments such as race promotion, hospitality and marketing
Devise and deliver a world-class account management strategy, which is data driven and results orientated
Lead by example with best working practices and processes for both short- and long-term deliverables
Identify opportunities to uplift existing Partners

You have:

Extensive experience in a similar role either brand or rights holder side
Proven ability to manage and communicate with multiple stakeholders
Problem solving mentality
A strong understanding of brand storytelling
Comfortable with working in a dynamic global environment to tight deadlines
The ability to both manage and inspire a team

Desirable:

Experience or knowledge of marketing and communications
Experience of motorsport and/or Formula 1
Additional languages

Head of People – Premiership Rugby

As a Premiership Rugby employee this role provides HR business partnering support to Premiership Rugby and also the United Rugby Championship based from our shared office at 84 Eccleston Square, London SW1V 1NP.

At Premiership Rugby our aim and vision is to deliver the best, most competitive, exciting and respected league in world rugby. We are the beating heart of the English game. Our core values are always to be inclusive, respectful, competitive, progressive and professionally excellent in everything we do. Premiership Rugby is a private company, wholly owned by and responsible to its member clubs and CVC Capital Partners.

We are the organising body of the Gallagher Premiership Rugby league and organise the Premiership Rugby competition, the centralised broadcast rights and other commercial rights for the league. We are also responsible for the governance, regulation, delivery and promotion of the Premiership Rugby Cup, Premiership Rugby Shield and the Under 18s competition. Each of the member clubs is independent of Premiership Rugby, working within the rules of the game and delivering in their local communities.

The United Rugby Championship is a global club rugby league where 16 teams from five powerhouse nations compete across two hemispheres to become the URC champion. The URC is made up of four teams from Ireland, four from South Africa, four from Wales, two from Italy and two from Scotland. The URC mission is to innovate and create new ways of bringing fans closer to the drama, using the power of rugby to create a purpose-driven league that allows our athletes and teams to amaze on the pitch and inspire change off it. We are characterised by our national differences but unified by our passion. Diversity is in our DNA. Respect is inherent in our sport. URC’s ambition is to use the league’s platform to champion for a healthier, stronger, unified next generation, so they can Take on Tomorrow.

We are equal opportunities employers totally committed to Equity, Diversity, Inclusion. We actively welcome applications from across all diverse communities and encourage diversity of thought and lived experience.

Key Result Areas & Responsibilities:

Ensure that PRL and URC have progressive, best-practice, world-class people management and development provisions which are regularly reviewed, clearly communicated and understood.
Ensure PRL and URC are inclusive and inspiring employers of choice with clear and compelling employer brands.
Promote our high-performance approach by ensuring everyone has clear and stretching goals and regular performance reviews to help ensure successful delivery of our strategic business plans.
Personally manage all HR activity including legal compliance, employee relations, remuneration, internal communication, inclusive recruitment, induction, wellbeing, continuous learning and development and performance management for PRL and URC.
Guide, coach and support managers in effectively handling any employee relations needs.
Help ensure that we have inspiring, accessible facilities and a working environment which helps our people to work flexibly, productively and collaboratively.
Lead the development and delivery of a progressive PRL people development strategy and aim to be the highest-ranked sports business of comparable size in the annual Guardian / Sunday Telegraph Great Place to Work Survey.
Work closely with the URC team to create and implement their People Plan with a key focus on culture and values and lead on key HR projects which support organisation growth and people development and programmes to ensure positive staff engagement and improved retention.
Develop, analyse and report on relevant HR metrics for the PRL and URC executive leadership teams.
Project manage the seamless implementation and integration of an agreed HR information system.
Deliver regular employee engagement and wellbeing surveys, providing detailed analysis of trends and insight-led needs for agreeing practical continuous improvement action plans with each team.
Design and lead the delivery of an annual calendar of engaging and cost-effective internal and external people development programmes to ensure PRL and URC are learning organisations.
Nurture a directly-relevant network of mentors and peer group learning programmes and establish inclusive early careers programmes for apprentices and interns.
Provide leadership to the PRL Home Team in driving forward our Winning Culture programme.
Be a driving force, positive role model and thought leader in the PRL Clubs HR Director Network.
Champion mainstreamed best practice equity, diversity and inclusion initiatives and action plans in delivering internal PRL Sporting Equals Charter commitments; and work collaboratively with colleagues and others to promote PRL externally as a wholly-inclusive and open employer and employer brand.
Lead on the provision of professional advice, support and guidance to the PRL Remuneration Committee on applicable senior executive performance reviews, reward and recognition in conjunction with any agreed external benchmarking and other specialists.

Essential skills and experience needed:

Chartered Fellow or CIPD level 7 equivalent professional qualification and experience
A hands-on, proactive working style, with the ability to work at both the strategic and detailed operational level
Deep working knowledge of employment law and best practice people management
Proven track record of successfully implementing innovative equality, diversity and inclusion strategies and initiatives and seamless change management
High emotional intelligence with excellent communication skills and the ability to build relationships, persuasively influence others and collaborate with people at all levels, internally and externally
Strategic business acumen
Strong project management skills to facilitate continuous improvement initiatives
Creative and action-oriented, bringing a solution-focussed approach to your work.
Demonstrable success developing close, trusted partnerships with senior leaders across multiple business areas and ability to quickly build a high level of trust with senior stakeholders
Collaborative and inclusive, able to work effectively with colleagues across the PRL Clubs HRD Network. URC and other key stakeholders to promote collective success.
Able to effectively prioritise; managing conflicting and competing priorities.

The Executives in Sport Group are retained on behalf of Premiership Rugby to appoint a Head of People. All direct applications and CV’s will be forwarded to The Executives in Sport Group.

Content Lead – The Jockey Club

Job title: Content Lead

Based at: Flexible on location. Although monthly travel to Sandown Park requirement.

Contract type: Permanent

Hours: 37.5 hours per week

We have a fantastic opportunity for a Content Lead to join our Digital Team. As Content Lead at The Jockey Club, you will oversee the strategy and production of multimedia content from ideation through to delivery. You’ll work on key projects that support business efforts to grow relationships with existing and opportunity audiences and our commercial partners. Ultimately, overseeing all brand marketing content initiatives, to ensure customer engagement, brand consistency and a positive customer experience.

About Us

The Jockey Club stages thrilling sporting occasions including the Grand National, The Cheltenham Festival and The Derby. Millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond. This is all made possible by our brilliant people.

We are the largest commercial group in Britain’s second-biggest spectator sport, operating 15 racecourses nationwide, The National Stud, Jockey Club Estates, Jockey Club Catering, and our charity, Racing Welfare.

Every penny we make goes back into British Racing to help the sport to thrive. Our vision is for British horseracing to be the best in the world for many years to come and for the sport to be accessible for millions of people in the UK to enjoy.

Role summary

Develop and oversee an integrated content strategy and set of plans across the breadth of the racing calendar, designed to strengthen and amplify brand campaigns and key reputational and cultural themes, across owned and earned digital marketing and CRM channels.
Develop a content calendar aligned to the overarching short and long term objectives of the Marketing team and wider campaign plans.
Lead the content planning and on-site content production at our three biggest racing festivals; The Grand National at Aintree, The Derby at Epsom Derby and Cheltenham Festival. Alongside, commercially important Band A racing festivals across the year. You will be adept in managing a team of videographers, photographers, editors and producers to capture and deliver compelling live content.
Lead the content strategy and guide and support associated social media planning across our marquee festivals and events.
Support in the development of a group-wide social media strategy that enables growth across all The Jockey Clubs digital platforms and social communities, supporting the achievement of national volume and revenue objectives.
Support the marketing teams in capturing and consolidating appropriate priority product content in response to clear guidance and briefs. This may include appropriate photography, video or lead copy. Anything that will help our racegoers better understand, connect with and buy our propositions.
Working closely with our Creative studio, Digital, Marketing, Communication and Commercial teams, to understand and support their respective objectives, while at the same time remaining true to our brand values and ensuring stories are told in an entertaining and compelling way.
Work alongside the Brand Marketing Manager to develop an IPTV strategy at our racecourses. To improve customer experience and potentially optimise commercial returns.
Ensure seamless pre-production processes, ensuring subsequent shoots capture all planned content and meet The Jockey Club brand standards..
Management of a Content Producer to deliver on the strategy and maintain best in class output.

The successful candidate will have;

¨ Experience and understanding of all key areas of social and content marketing

¨ Deep experience in the production and deployment of digital content

¨ Ability to build highly positive relationships with marketing peers, across the wider marketing teams and to work closely with operational teams, as required.

¨ Ability to operate effectively across complex organisational matrices, build constructive and positive relationships and to thrive in a process-driven environment.

¨ Highly collaborative and supportive approach to working with

¨ A disciplined and highly organized approach to running projects and developments across multiple areas

The closing date for applications is 16th August. We reserve the right to bring this date forward should we receive a large volume of applications.