Head of Customer Experience
| Company | Harlequins RFC | Job Type | Full Time |
|
| Location | Twickenham, United Kingdom | Job Reference | AM10638 | |
| Salary | Competitive | Closing Date | Open until filled | |
| Industry | Clubs, Teams & Venues |
Job Details
Background
Key Responsibilities
Skills & Experience Required
Applications must be submitted via the Apply Now button below.
View all current opportunities at Harlequins Rugby Union
Background
Founded in 1866, Harlequins is one of the oldest Rugby Clubs in England and their iconic shirt and brand is one of the most recognised global brands in sport. They are currently enjoying huge success on the pitch and sit at the top of the Aviva premiership table, have a number of key players in the revitalised England team, and can boast having the England captain in their squad.
As a result, Quins have recently announced the implementation of a new management restructure to strengthen its resources and capitalise on current and future commercial opportunities and to ensure their long term sustainability. This involves the introduction of a number of new positions across the Commercial and Administrative team, from executive through to director level placements.
The Role
The Head of Customer Experience is responsible for ensuring the delivery of a first class customer experience to all of our stakeholders (e.g. fans, sponsors, corporate clients, players). They will develop and lead a department tasked with continually developing and improving the experience for our customers, based on insight.
The ideal applicant will be able to work in partnership with stakeholders, partners and customers in an area to ensure coordinated service delivery and to improve both quality and output.
Founded in 1866, Harlequins is one of the oldest Rugby Clubs in England and their iconic shirt and brand is one of the most recognised global brands in sport. They are currently enjoying huge success on the pitch and sit at the top of the Aviva premiership table, have a number of key players in the revitalised England team, and can boast having the England captain in their squad.
As a result, Quins have recently announced the implementation of a new management restructure to strengthen its resources and capitalise on current and future commercial opportunities and to ensure their long term sustainability. This involves the introduction of a number of new positions across the Commercial and Administrative team, from executive through to director level placements.
The Role
The Head of Customer Experience is responsible for ensuring the delivery of a first class customer experience to all of our stakeholders (e.g. fans, sponsors, corporate clients, players). They will develop and lead a department tasked with continually developing and improving the experience for our customers, based on insight.
The ideal applicant will be able to work in partnership with stakeholders, partners and customers in an area to ensure coordinated service delivery and to improve both quality and output.
Key Responsibilities
- Develop and implement customer experience strategy for the next 3 years up to 2015 (including Rugby World Cup)
- To define and implement performance metrics that will ensure the tracking and continuous improvement of our service delivery to our customer and stakeholder measures and outcomes
- To lead, facilitate and help embed a customer centric culture across the entire club
- To design and oversee the integration of people, processes and technology disciplines to ensure the delivery of a best in class customer experience
- To build solid, robust and pertinent communication channels with our customers and stakeholders that allows for customer feedback (and complaint) to be heard and acted upon consistently and efficiently
- To ensure that the Club is looking ‘up and outwards’ when it is implementing its commitment to delivering an excellent customer focused service
- To develop and implement innovative and creative ways to challenge and promote customer involvement
- Ensure sound financial management systems in Customer Services, controls and information systems are in place
- Proactive monitoring and sharing of best practice trends in customer experience and emerging support channels through external networking, research and representing
- Project management of initiatives across the department to create pace and ensure that projects are delivered and desired benefits are realised and measured
- Experience in mapping customer journeys and using route cause analysis to develop continuous improvement plans
- Incorporate performance management as an embedded principle within Customer Services to meet targets and deliver KPIs and ensure that the framework used is clearly understood by all staff
Skills & Experience Required
- Proficient in managing budgets and effective resource management
- Strong client delivery and engagement management experience
- High level of competency in business development and/or technical knowledge, as well as a good understanding of internal operations
- Track record of delivering tangible change at pace in customer facing and back office operations
- Senior leader with experience in a similar role in a customer focused organisation
- Customer feedback gathering and measurement, leading to action planning and change
- Change implementation and benefits measurement
- Creation of people engagement initiatives, evolving culture and driving cultural change
- Exposure to governance frameworks and adherence
- Exposure to and connections in the field of customer experience best practice and emerging channels
- Awareness and knowledge of developing customer centric cultures
- Awareness and knowledge of best practice people engagement
- Experience in operating P&L
- ‘Project office’ management, ideally using a structured methodology
- Ideally educated to degree level
Applications must be submitted via the Apply Now button below.
View all current opportunities at Harlequins Rugby Union
How to apply
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Contact person: Alistair Milner
Phone: 0207 092 6966
Email: amilner@sportsrecruitment.com
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