Job Search - VAC-1187: Membership & Rewards Executive

Membership & Rewards Executive

:
VAC-1187
:
Rugby
:
£25000 Per Annum
:
Twickenham
:
Permanent

 

Founded in 1866, our client is a rugby club that is recognised around the world, whom are currently ranked among the best Premiership rugby clubs in this country and Europe. The club is a founding member of the RFU and boasts more presidents than any other club as well as a healthy dose of international players. 

This is an exciting opportunity for a talented individual who wants to gain valuable experience in an elite sporting environment with strong supporter focus. The ideal candidate will have a passion for sport and what it means to be a fan.  

The role will be to lead on the day to day delivery of elements of the Club's membership and rewards programmes to support the growth and increased engagement of the Club’s fanbase. 

Key Accountabilities

  • Own the delivery of key membership benefits and touchpoints, including Ticket Forwarding & Resale, events, partner benefits, ticket discounts and ballots to achieve KPIs, to increase loyalty and engagement of all Members, including Debentures 
  • Run key seasonal membership projects, including launch and fulfilment, managing internal and external stakeholders to hit delivery dates and to constantly improve our offering to supporters
  • Own matchday delivery of membership initiatives, including running Inside Quins sessions, matchday mascots and membership information point
  • Own matchday delivery of the rewards programme, including supporter experiences and merchandise redemption 
  • Manage the rewards platform to ensure all elements are up to date and Members are engaging regularly
  • Manage membership and rewards engagement reporting across agreed areas to share with the business 
  • Research and shape the development and rollout of innovative new initiatives which help grow membership reach and engagement
  • Maintain effective working relationships with key internal teams, such as Ticketing, Commercial, Marketing & Communications and Operations
  • Champion the use of PRIDE, personas and journey mapping in planning matchdays, events and experiences 
  • Create matchday membership communications in partnership with Communications team
  • Support general Customer Experience department administration where required

Skills and Knowledge

  • Experience of working in a fan engagement role, including matchdays and public events
  • Strong customer focus and able to deal effectively with members of the public to deliver positive mutual outcomes
  • Organised with strong project management skills and able to work on a number of projects simultaneously 
  • Good level of numeracy and analysis
  • Strong written and verbal communication skills
  • Builds appropriate professional, friendly and accessible relationships with employees and line managers, particularly with the Marketing and Ticketing departments
  • Present a highly professional image when representing the Club

Competencies

  • Outgoing and passionate about providing excellent services and products to our supporters
  • Highly organized with a real attention to detail
  • Uses own initiative and can work independently
  • Takes responsibility for own work
  • Highly self-motivated
  • A strong team player and collaborative working style
  • Interest in sport, rugby in particular, especially from a supporter’s perspective is key 

Behaviours

  • Customer Focus - Commits to meeting the expectations and requirements of internal and external customers; acts with customers in mind; values importance of providing high-quality customer service
  • Interpersonal sensitivity - Interacts with others in a sensitive and effective way. Respects and works well with others.
  • Quality orientation - Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.
  • Planning and organizing - Organises and schedules events, activities and resources. Monitors timescales and plans
  • Initiative Taking - Takes action to achieve goals beyond what is expected; drives to bring issues to a successful closure; self-starter.
  • Teamwork - Responds and relates well to people in all positions; is seen as a team player, and is cooperative; looks for common ground, and solves problems for the good of all
  • Results orientation - Focuses on desired results and sets and achieves challenging goals
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