Client Relations Executive

TITLE OF POSITION: Client Relations Executive

REPORTS TO: Head of Marketing & Product Development

OFFICE LOCATION: Auckland, New Zealand

ROLE OVERVIEW

The Client Relations Executive is dedicated to enhancing the overall client experience throughout the entire journey, with a strong focus on post-sales

support and engagement. This role is responsible for building and nurturing strong relationships with STH’s clients to ensure the delivery of premium

spectator experiences. The Client Relations Executive will be the key support for customers post-purchase and will proactively support client needs to

ensure complete satisfaction. MAIN ACCOUNTABILITIES

•Support the creation and execution of end-to-end client lifecycle communications to ensure clients are well-informed, engaged and

supported. •Manage post-purchase communications and efficiently resolve client enquiries, delivering clear, timely responses that uphold brand

standards. Maintain and evolve a comprehensive FAQ and self-service resource library to improve client support and reduce response

times. •Identify and implement client value growth strategies, including upselling and retention opportunities driving long-term loyalty. •Work with marketing and sales teams to optimise CRM systems, enabling more personalised and effective client communications. Analyse

client feedback and behaviour to identify service improvements and drive client loyalty. Deliver event-time support services, ensuring a

seamless and premium client experience at live events. •Collaborate with product, partnership, travel and premium experiences teams to improve service delivery and enhance future product

offerings. •Develop proficiency in booking systems and relevant technologies to support a seamless end-to-end client journey. •Contribute to the develop and delivery of training and internal processes that support a client-centric culture. KEY EXPERIENCE

•Communication Skills: Exceptional verbal and written communication skills, with the ability to confidently engage with clients, internal

teams and stakeholders. Proven experience handling high-volumes of inbound enquiries and effectively coordinating responses to maintain

a positive client experience. •Client-Centric Mindset: Deep understanding of client needs with a focus on experience delivery, engagement and loyalty. •Problem-Solving Abilities: Confident in resolving issues, managing sensitive situations and improving the overall client experience. •Technical Proficiency: Familiarity with CRM systems (eg: Salesforce, Dot Digital, Active Campaign) and other client service platforms to

enhance engagement and efficiency is desirable but not essential. DESIREABLE COMPETENCIES

•Organised: Able to efficiently manage time and prioritise tasks under pressure. •Proactive: Takes initiative and anticipates issues before the arise. •Driven: Passionate about delivering excellence and exceeding expectations. •Professional: Maintains confidentiality, reliability and a high level of integrity. •Adaptable: Comfortable adjusting to shifting priorities and handling live event challenges. •Analytical: Ability to assess client feedback and behavioural data to inform strategy and improve business performance. Experience in major event delivery or live events is advantageous. A passion for sport, travel and fan engagement/experience is a plus. The

successful candidate must be prepared to travel domestically and internationally as required. SPORTS TRAVEL AND HOSPITALITY NEW ZEALAND LTD

Tower 2, Level 4, 205 Queen Street, Auckland, New Zealand

www.sportstravelhospitality.com

Registered office: Level 4, 205 Queen Street, Auckland, New Zealand

Company number: 3880562

SPORTS TRAVEL AND HOSPITALITY NEW ZEALAND LTD

Tower 2, Level 4, 205 Queen Street, Auckland, New Zealand

www.sportstravelhospitality.com

Registered office: Level 4, 205 Queen Street, Auckland, New Zealand

Company number: 3880562