Vacancy | Senior Participant Experience Executive

BACKGROUND

A.S.O. UK is a leading mass participation sports event business delivering a diverse range of events in triathlon, cycling and running. The company is part of ASO, one of the world’s largest sports events organisers, including notably the Tour de France and participation events L’Etape du Tour and the Paris Marathon.  A.S.O. UK’s purpose is to improve lives through mass participation events for everyone.  Our events include the largest 10km in Britain (London Winter Run), Europe’s 4^th largest marathon (Manchester Marathon), the largest open roads sportive (Dragon Ride) and one of London’s newest 10km’s (LDNX).

We are looking for a Senior Participant Experience Executive to join our team and play a key role in delivering an excellent journey at every stage for those taking part in our events. You will lead on the critical tasks of fulfilment, entry processes, reporting and customer feedback. It is essential that you have an awareness of the wider customer journey and strive to continuously improve.

A.S.O. UK is a fast-paced, fun place to work with a great team atmosphere. It’s a sociable office of like-minded people with shared goals, values and interests who take great pride in the events we deliver.

PURPOSE OF THE ROLE

The role is varied and exciting and provides the opportunity to deliver an exceptional customer experience, lead on fulfilment and the wider planning and execution successful outcomes for participants. As a member of the Participant Experience team, you’ll oversee the customer journey for our events and bring experience and enthusiasm to maintain and improve our standards.

Working in events can be fast paced and there are times we all need to get stuck in and support in different areas and a can do attitude and willingness to get involved are a must! You’ll also have the opportunity to influence the future of our events and sit on project teams to help develop additions and improvements.

KEY RESPONSIBILITIES

• Own the planning of workload to meet operational deadlines relating to event planning, entry systems, fulfilment and customer service.
• Handle inbound enquiries, delivering outstanding service and working with the Participant Experience team to maximise performance.
• Act as a point of escalation for complex enquiries or complaints.
• Sit on a project team and lead on all Participant Experience areas for nominated events.
• Plan, build and maintain entry processes with a focus on continuous improvement.
• Plan and deliver event fulfilment tasks. This includes the ordering and fulfilment of bib numbers and finisher items.
• Create and maintain data sets for the purpose planned pre and post event activities.
• Provide data as required to the wider organisation.
• Lead on regular and ad-hoc reporting that demonstrates the performance of Participant Experience and gives customer insight.
• Set up and monitor KPI’s, taking action as required and escalating where necessary.
• Lead on onboarding and training of new starters.
• Contribute to planning and ongoing support for temporary resource.
• To attend multiple A.S.O. UK events throughout the year.

SKILLS & EXPERIENCE

• Experience of leading others and managing workloads.
• Superb customer communication skills and comfortable interacting across any channel, including face to face and exhibits high levels of empathy.
• Strong communicator with colleagues and external partners and able to identify effective methods to maximise success.
• Comfortable dealing with complaints and escalations, sometimes of a sensitive nature.
• Ability to effectively plan the work of a department, applying a holistic view.
• Able to remain calm under pressure and maintain a high level of performance and support of others.
• Extensive experience of working with online systems and examples of influencing positive change.
• Intermediate Excel skills.
• Comfortable with creating and maintaining large data sets, with impeccable attention to detail.

GREAT EXTRA BENEFITS AT A.S.O. UK

• Hybrid working environment with the office based by Clapham Junction Station.
• Free entry for you into any of our events – including ASO events in Europe.
• 5x free entries for friends and family.
• Regular social events including parties, trips, and ad hoc celebrations.
• Opportunity to participate in other events/experiences for research.
• Cycle to work scheme – we love to ride!

HOW TO APPLY

To apply, please email stewart.taylor@aso-uk.com with your CV and a covering letter highlighting why you’re a great fit. The deadline for applications is Sunday 13^th April.