Saracens - Job Vacancies

Jun 10, 2019

Job Vacancies


Supporter Service Executive

 

Saracens are seeking to engage with a dynamic and enthusiastic Supporter Service Executive. The individual will be a critical part of the business by providing a wide range of support, sales and information services to our supporters. The candidate will have excellent customer service skills and are the first point of call for our customers and fan base. They will display qualities such as empathy, remain calm under pressure and being able to diffuse conflicts. Key to this role is also the ability to understand our products and pricing matrix to help our customers in the right way. The individual will also be expected to utilise the Secutix ticking system to allocate seats and deal with any queries relating to this via our Zendesk customer platform. As this is a customer facing role, it is imperative that the first impression is right. Candidates will be experts within the field of customer service and will ensure that any queries are listened and acted upon in a calm and logical manner.

 

Duties to include:

 

Inbound Communication Responsibilities

  • Operating Saracens inbound customer support centre Zendesk and Saracens ticketing platform Secutix to service all supporter communications
  • Resolving inquiries within agreed service level targets
  • Maintaining customer records accurately
  • Providing accurate information about Saracens products and services to fans
  • Proactively upselling and cross selling Saracens products after servicing inbound enquiries
  • Handling a diverse range of calls and tickets from all inbound communication channels (social media, phone calls, live chat, email)
  • Researching answers or solutions as needed
  • Creating a positive company experience for the customer
  • Creating information documents and FAQs within Zendesk’s support centre
  • Working as part of the wider Saracens support team to utilise Zendesk functionality to improve efficiency and resolution times (e.g. creating macros, trigger messages and automations)
  • Proactively recommending opportunities to improve information on our website to reduce the volume of inbound enquiries and allow fans to self-serve.

 

Outbound Communication Responsibilities

  • Placing follow up sales calls and email messages to prospect data lists
  • Taking orders, determining charges, and payment processing
  • To sell Saracens ticketing products across all fixtures and venues
  • Prioritising season tickets, renewals and new customers at set points in the season

 

The role is full time (37.5 hours) and will be based at Allianz Park. This role will involve out of hours and weekend working and an expectation of working match days.

 

Salary: Competitive.

 

Closing date: 21st June 2019                                          Interviews: WC 1st July 2019               

Senior Marketing Manager

Premier Team Promotions (PTP) are looking to source a creative and innovative senior marketing manager to join the business. The role will focus on facilitating and implementing creative and strategic marketing briefs across the business. The candidate will concentrate on supporting MBN Events and UK Investor Show and will be confident in working independently and as part of our wider inhouse marketing team. In order to make the role successful, the candidate is able to build and sustain long term relationships with both internal and external key stakeholders. The successful person in the role will have a well-rounded knowledge of the extended marketing mix, working on a diverse range of products in a 360 manner. The role will effectively ensure deliverance of year round marketing strategy with monthly campaigns, performance, reporting and KPI’s.

 

The duties will cover:

 

  • Content Production (article writing)
  • Social Media promotion and community management
  • Print Marketing – briefing and proofing collateral from inhouse designer and agency partners
  • Promotional Ad Campaigns
  • CRM / Data Management
  • Email Marketing
  • Brand development and management
  • Digital Communications Planning
  • Website Management

 

The role is full time (37.5 hours) and will be based at Allianz Park. This role will involve out of hours and weekend working and an expectation of working match days.

 

Salary: Competitive

 

Closing date: 21st June 2019                                          Interviews: WC 1ST July 2019             

Candidates should apply for the positions by submitting a CV and covering letter to outline their suitability for the role. Applications should be made for the attention of Sangita Asani, HR Assistant at recruitment@saracens.net.

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