Consumer Sales Executive

Department:                              Ticketing

Location:                                      St. Andrew’s Stadium, Cattell Road, Birmingham, B9 4RL

Hours of work:                           Hours are set to meet the needs of the business and will be a minimum of 37.5 hours per week

Salary:                                          Competitive

Application Closing Date:      Due to the urgency of filling this vacancy, suitable candidates will be interviewed as and when they apply and the role will be closed as soon as a suitable candidate has been sourced.

A brilliant opportunity for a Consumer Sales Executive has arisen within the Ticketing and Retail Department.

JOB DESCRIPTION

CORE RESPONSIBILITIES

  • To be proactive in sales and delivery of Consumer packages, maximising attendance and new visitors to each home game or event and ensuring first class delivery of service of the experience.
  • Full review, planning and fulfilment of all the Clubs consumer match-day experience products including, but not limited to, Mascot Packages, Children’s Birthday Parties, Adult Celebration Packages, Celebration Packages and developing new packages as appropriate in line with customer demand and expectation.
  • Compiling and managing budgets including the profit and loss and sale price for each of the match-day experience packages to ensure best value and sustainability at all times.
  • Managing and planning events on the day, delivering an unforgettable experience and encouraging future attendance and developing further interest and support of the Club.
  • Actively seek feedback from customers about their experience with the aim of using feedback to continually improve the package and service offered.
  • Suggest, develop and implement new ideas and products as well as making continual improvements to the Club’s current offerings of match-day consumer products or initiatives.
  • Full administration and fulfilment of the Clubs ticket incentive scheme, and continually reviewing the scheme to ensure mutual benefit to both organisations at all times.
  • Maximize sales through introducing all of the Club’s ticket incentive schemes to new organizations, groups and schools and encouraging increased sales from existing organizations to grow attendances and further engagement with BCFC.
  • Working with colleagues to develop the Clubs stadium tour package, to improve the current package and ensuring it fulfils expectations of all customers.
  • Work closely with the Clubs marketing department to ensure the most effective and relevant communication of all of the existing and any new Consumer Sales products.
  • Building strong relationships with other Club departments with the aim of exploring further interest amongst existing Club contacts for consumer, group and experience sales.
  • Creating and developing new business opportunities and relationships within the local community by regularly pitching new prospects through external appointments and phone prospecting.
  • Managing all personal accounts and providing the highest level of customer service and experience throughout the season.
  • Co-ordination of all sales via both ticketing and retail operations, ensuring effective processes are in place which are both lawful, effective and in line with the regulations as laid down by The Premier League / The Football League.
  • Provide accurate and up to date reports on sales of all Consumer Sales products..
  • To constantly strive to improve operation at the Club in terms of service offered to the Club’s customers and the maximization of sales.
  • To review and develop alternative communication methods with customers including for example, but not limited to the effective use of the club’s social media tools.
  • To liaise with the Customer Services Manager and be pro-active in the prevention of customer complaints from all sides of the business, ensuring consistent, timely and professional responses are offered.
  • Continue to progress the Clubs work on equality by encouraging underrepresented groups to interact with the Club and attend events at St. Andrew’s. This should be new fans as well as existing fans and should cover all areas of the local and wider community.
  • To achieve an increase in Customer compliments and positive comments and a reduction in complaints regarding the Ticketing & Retail operations and/or service.
  • To adhere to Data Protection Laws at all times and implementing any new working practices required to better current methods, and/or as required by pertinent laws or regulations where applicable.
  • Updating and cleansing of customer data to ensure that the Clubs CRM database is as accurate as possible.
  • To represent the Employer, Birmingham City FC in a professional manner at all times.
  • Presence at all home match-days and to cover, or arrange cover for non-home Saturday match-days in accordance with the Ticket Office opening hours.
  • Ensure compliance with all the Policies and Procedures contained within the Staff Handbook, paying particular regard to the Equality & Diversity Policy and Health & Safety Policy & Procedures at all times.
  • Other duties as required. The scope of these duties may be extended as dictated by the changing requirements of the department and the organisation, and therefore, the role may require additional ad-hoc duties as reasonably required.

PERSONAL SPECIFICATION

Qualifications

Essential Requirements

  • A good standard of Education.
  • Fluent in English Language.

Skills and Abilities

Essential Requirements

  • Ability to meet targets and KPIs.
  • Strength in time management, planning, organisation, and customer service skills is essential.
  • Ability to identify opportunities, and show initiative.
  • Able to manage existing customer relationships, and proactively develop new customer relationships.
  • Identifies and anticipates customer needs and exceeds expectations.
  • Confident and can influence at all levels.
  • Demonstrates excellent communication skills – both written and verbal.
  • Ability to work both as part of a team and under own initiative.
  • Manages their own development.
  • Strong organisational and planning skills.
  • Must be PC literate with excellent keyboard skills, including use of Word, Excel and Outlook.

Desirable Requirements

  • Excellent presentation skills that inspire the audience.
  • Collaborates across the business to come up with new ways of working.
  • Ability to demonstrate good problem solving and decision making skills.
  • Commercially driven and financially astute.
  • Experience in sales, telemarketing, appointment scheduling or cold-calling techniques.
  • Worked within football previously.
  • Role models good team behaviour.
  • Takes full accountability for all their decisions and how they impact others.

Personal Requirements

Essential Requirements

  • A hands-on approach and strong work ethic is a must with a background in target driven sales environments and good organization skills also essential.
  • High energy; ability to remain focused on sales goals and work independently.
  • Must possess a genuine desire to exceed both consumer expectations and sales.
  • Enthusiastic, self-motivated, flexible and proactive approach to workload.
  • Ability to multi task.
  • Must adhere to confidentiality and data protection procedures at all times.
  • Applicants must be eligible to live and work in the UK.

Only applicants that meet the above criteria will be considered for the role.

Applicants must be able to evidence that they are eligible to live and work in the UK. Birmingham City FC is an equal opportunities and Disability Confident employer and welcomes applicants from all sectors of the community.

Birmingham City F C is an equal opportunities employer and welcomes applications from all sectors of the Community.

Birmingham City Football Club promotes a diverse and inclusive working environment, and we welcome applications from all individuals in society. If you have any particular requirements or need us to make any adjustments to our recruitment or interview process, please mention this in your application.

We would also be grateful if you could take the time to complete our Equality, Diversity & Inclusion Recruitment Survey using the following link: https://forms.office.com/r/ymR2zBpuNf. The survey will take approximately 1 minute to complete, is completely voluntary and you can respond with “prefer not to say” to any questions that you do not feel comfortable in answering. All responses will remain anonymous and we will use the information collected to review our recruitment processes and ensure we continue to encourage a diverse and inclusive working environment.