Communications Manager (Contract)

I am currently recruiting for a Communications Manager to manage a team of staff to ensure world class customer service is always offered, the overall purpose is to increase revenue and to ensure all productivity avenues are explored and sales & revenue targets are achieved.

Key Responsibilities:

• Oversee all operational supporter communications to ensure that the customer journey is as user friendly as possible, while also maximising sales and revenue opportunities. This includes but is not limited to operational email, SMS and direct mail communications as well as website news stories.
• Have a good understanding of data selection requirements, including ability to handle and format large files of data which can be used for supporter communications.
• Communicate any changes to policy or process internally so team members are presented with real-time updates, and supporting documents or tools are also kept up to date.
• Oversee the ticket touting & compliance operation, including appeals, liaison with the Appeals Panel, Stadium Safety & Security Team and external stakeholders, and produce regular reports on progress to the Head of Ticketing & Membership Services.
• Work closely with Managers to ensure that the teams across the department as a whole are working collectively and efficiently by prioritising workloads, in order to achieve the broader business objectives.
• Motivate and develop team members, ensuring all staff are provided with performance reviews and targets.
• Implement a consistent approach to management of staff, complaints and workloads, and effectively communicate with other Managers and Team Leaders to ensure business objectives are met.
• Communicate key information effectively to ensure it is correctly passed on to customers.

Experience:

• Team management experience.
• Sound personal qualities such as communication skills, self-motivation, enthusiasm and ability to work under pressure.
• A practical and quick approach to problem solving.
• Excellent attention to detail, familiarity with communications processes and overarching sales strategy.