Membership Manager (Royal Enclosure)

ROLE

A prestigious and varied role with a primary focus on the delivery of the Royal Enclosure Office, including the highest level of client servicing, fulfilment and the management of a large, temporary team of direct reports.

Dating back to 1790, the Royal Enclosure is at the heart of Royal Ascot and considered to be a key USP.  It is the duty of the Royal Enclosure Manager to be respectful of its intrinsic value and to provide an efficient and well-run delivery of service to the membership. It is also the duty of the Royal Enclosure Manager to protect the heritage and longevity of the Royal Enclosure whilst continuing to drive improvement of the offer to Members both during and outside Royal Ascot.

The Royal Enclosure Manager is responsible for the management and maintenance of all data and the fulfilment, delivery and customer servicing elements relating to the Royal Enclosure and its Members.  The role will work closely with the HOD/ Senior Membership Manager in delivering the short, medium and long term strategic direction of the Membership.

PRINCIPAL RESPONSIBILITIES:

• Management of all Royal Enclosure budget cost lines
• Delivery of the Royal Enclosure badge revenue budget
• Provide regular reports of Royal Enclosure revenue
• Execution of a protocol-based customer service for a wide range of important stakeholder groups including, Royal Household, Lord Lieutenants, Heads of Missions, Racing Bodies and other national and international visitors
• Recruitment of a temporary team to fulfil the requirements of the Royal Enclosure Office delivery
• Personally exemplify exceptional customer service standards, and train, mentor and manage seasonal temporary team to deliver the same standards
• Working with the HOD/ Senior Membership Manager, develop and deliver in collaboration with the marketing department, a robust and engaged communications plan for Royal Enclosure Members
• Manage and oversee the fulfilment of the Royal Enclosure badge dispatch operation, including location, security, storage and Royal Mail
• Manage all enquiries and communication for the Royal Enclosure
• Liaison and management with internal and external stakeholders for printing, ticketing and all related collateral
• Development and maintenance of software to support badge sales, customer website and membership portal
• Manage the most efficient process for the purchase and fulfilment of all Royal Enclosure Membership Badges
• Act as the primary representative during Royal Ascot for all Royal Enclosure troubleshooting and operational escalation issues
• Manage all areas of the Royal Enclosure Office during the Royal Meeting
• Oversee the administration of Car Park One & Two subscription car parking for the Royal Meeting
• Oversee the management of Car Park 7
• Oversee the management of Royal Enclosure Garden Restaurant bookings
• Oversee the administration and delivery of the Winning Post Gardens and Saddling Club concept, and any new Membership products that are developed to enhance the experience during the Royal Meeting
• Comprehensive audit and badge reconciliation annually for the Royal Enclosure
• Develop and evaluate the process for the management of the Royal Enclosure membership to introduce technology where relevant and to find the most efficient but on brand methods of purchasing badges and Member engagement with Ascot
• Working with the Senior Membership Manager and the Head of Memberships, provide input for the annual review of the Royal Enclosure with recommendations on improvements, amendments or changes required
• Attend and assist with Ascot race days as required in the lead up to the Royal Meeting to support Membership groups with their bookings
• Continue to improve the operational and administrative processes involved with the delivery of the Royal Enclosure and a temporary team
• Strive to achieve best in class staff training for the Royal Enclosure Office, providing clear guidelines and instruction
• Support data management with marketing and external agencies to ensure accuracy across our data pool of Members
• Achieve best in class client service delivery and become known externally for the Ascot Way.

MANANGEMENT:

• Direct line management of the Royal Enclosure Administrator (full time)
• Temporary management of contracted staff as Royal Enclosure Administrators;

QUALIFICATIONS /SKILLS AND EXPERIENCE:

• Ideally degree (or equivalent) educated
• Qualifications or demonstrable experience in the management of both full and part time teams
• Demonstrable experience in team building
• Highly developed customer service skills
• Excellent oral and written communication skills at all levels
• Excellent administrative skills, budgetary and resource management
• Excellent ICT skills, e.g. Microsoft Outlook, PowerPoint, Word and Excel
• Working knowledge of databases, systems, and ticketing portals
• Marketing understanding and ability to understand the Brand and its values.

PERSONAL SKILLS:

• Committed to raising the standard in every aspect of working life
• Ability to work under pressure and deliver deadlines
• Ability to communicate in a proactive and positive manner at all stakeholder levels
• Exemplary customer service skills
• Ability to be flexible and adaptable
• Integrity, discretion, commitment and diplomacy
• The willingness to work in a spirit of partnership