Participant Experience Manager Vacancy

15th January 2024

Looking to advance your career in sport, events, or ticketing? We have a role that could be perfect for you.

Check out the details below, and submit an application by Monday 29 January 2024.

Company: Human Race  
Position: Participant Experience Manager   
Location: Clapham Junction, London SW11 / Home Working (hybrid)
Contract Type: Permanent / Full Time
Start Date: ASAP
Salary Range: £28,000-£32,000
Holiday: 22 days per annum (pro rata)
Closing time/date: 9:00 Monday 29 January 2024

Company Background

Human Race is a leading mass participation sports event business delivering a diverse range of events in triathlon, cycling, 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.  Human Race’s purpose is to improve lives through mass participation events for everyone.  Our events include the largest 10km in the UK (London Winter Run), Europe’s 4th largest marathon (Manchester Marathon), the largest open road sportive (Dragon Ride) and Britain’s oldest triathlon (Royal Windsor).

Human Race 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 – whether it’s a triathlon we’ve run for 30 years or a major event in central London.

Purpose of the Role

The role is varied, fast-paced, and at the heart of the day-to-day running of the company. We are looking for someone enthusiastic with a can-do attitude who has the skills and confidence to make a difference. You will initially manage one other person (alongside temporary staff as required), and will report directly to the Marketing and Communications Director.

Like everybody at Human Race, you will be expected to get stuck into organising various aspects of our best-in-class events. You’ll have the opportunity to influence the future of our portfolio and sit on project teams to help develop additions and improvements.

You will be required to work on weekends for relevant events, with lieu days offered to compensate.

The role is split between customer service and logistical event tasks:

Customer Service Overview

You will help set and implement our customer service standards. This means ensuring our participants have a flawless experience at every stage of their journey. The role manages a small team with a range of responsibilities including e-comms, social media responses, websites and more.

Participant Logistics Overview

Ensuring over 85,000 participants get the items they need for their challenge. This would include individually personalised bibs, finisher medals, merchandise, plus much more. This crucial role requires coordinating various suppliers, and manging lead times for various projects. There is significant importance in correctly preparing data of thousands of people in each event. Whilst specific training will be given, it’s imperative that you are confident managing spreadsheets in a programme such as Excel.

Key responsibilities (Participant Logistics)

  • Use entry data to plan and prepare for each event (training provided). Use this to order items such as bibs and finisher medals.
  • Manage timing and fulfilment suppliers.
  • Manage the registration and pack collection areas on event weekends.
  • Lead fulfilment of merchandise sales.
  • Arrange and manage participant prizes.
  • Lead on procurement of participant finisher medals.

Key responsibilities (Customer Services)

  • Take responsibility for ensuring customer service levels are at the desired standard. Send regular reports and updates on performance. Plan additional resources for periods where it is likely to be required.
  • Lead on managing responses to our participant’s queries. Ensuring the team answer emails, social media messages and phone messages.
  • Create entry forms for each event using our provider and assist in managing these throughout the year.
  • To help shape the user experience (UX) of our online entry systems.

Key Relationships

  • Our participants/customers.
  • Participant Services Executive (who will report to you).
  • Marketing & Communications Director.
  • Department and event leads (Event Directors, Operations, Partnerships, Marketing and Finance).
  • Event suppliers.

Skills and Experience Required

Critical:

  • 3 years’ experience in a customer focused role.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Excellent project management skill, prioritizing and time management skills, with the ability to work across teams and manage high workloads.
  • Experience managing external suppliers.
  • Strong Microsoft Office competence.
  • High attention to detail.
  • Ability to deal with challenging participants and situations.
  • Good judgement skills, flexibility, creativity, and sensitivity in response to changing situations and needs.
  • Good planning and organisation skills.

Competencies:

  • Self-confidence.
  • Proactivity.
  • Flexibility.
  • Problem solving.
  • Communication.

Desirable Experience:

  • Previous work experience within a sports environment or knowledge of mass participation events would be an advantage but not required.
  • Experience working with online registration platforms.
  • Experience of Customer Service and dealing with difficult customers/situations.

Great extra benefits you get at Human Race

  • 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 send your CV and a covering letter to chris.atkinson@humanrace.co.uk by the closing date. Please also include in your cover letter either your current notice period, or when you would be available to start.