Customer Relations Executive – UK

Customer Relations Executive

Company: SPORTS TRAVEL AND HOSPITALITY LIMITED

Location: Oriel House, 26 The Quadrant, Richmond, TW9 1DL

Registered Office: One Southampton Row, London, United Kingdom WC1B 5HA

Company Number: 07322743

Reports To: Account Director

Number of Direct Reports: None

Office Location: Richmond, London

Contract Type: Permanent

Role Overview

The Customer Relations Executive at STH is pivotal for providing professional administrative and research support to the Sales and Account departments and will be responsible for organising and coordinating operations and procedures to ensure effectiveness and efficiency in the fulfilment of sold packages. The role also requires managing key relationships with direct corporate clients, high net worth individuals, relevant third parties and rightsholders.

Main Accountabilities

• Tailor Client Engagement Strategies: Guide client mindset mapping to identify key preferences and emerging trends, optimising communication strategies to deliver enhanced engagement, improved retention, and increased satisfaction.
• Enhance Guest Experience: Contribute to the Customer Relations Working Group, collate previous initiatives, and monitor guest feedback to drive continuous improvement and create an exceptional customer experience.
• Manage Post-Sale Client Relationships: Act as the main point of contact for all hospitality and travel clients post-sale, managing inbox communications and response SLAs to maintain timely, consistent, and professional client interactions.
• Develop Client Communication Platforms: Collaborate with Marketing to build and maintain the client centre, proactively managing inbound communications to provide clear, accurate, and timely information to clients.
• Oversee Reporting and Data Accuracy: Manage client data from point of sale to post-sale, generate sales reports, and lead post-event survey processes to produce actionable insights and inform future product innovations.
• Coordinate Projects Across Events: Support Account Managers in communication and execution across all STH UK events. Align with internal departments to foster collaboration, streamline planning, optimise operations, and enhance client satisfaction.
• Provide Administrative and Research Support: Manage project mailboxes and assist Sales, Travel, and Account Management teams with ad hoc tasks to enable smooth operations and timely completion of critical activities.
• Deliver Seamless Event Coordination: Manage guest invitations, confirmations, ticket distribution, and catering arrangements to guarantee flawless event execution and positive attendee experiences.
• Manage Post-Sales Fulfilment: Distribute inbound leads, handle dietary requirements, validate addresses, and create itineraries in collaboration with internal teams to ensure accurate package fulfilment and premium client service.
• Engage with External Stakeholders: Represent Customer Relations to clients, suppliers, agents, venues, and other stakeholders as needed, and develop and maintain relationships to ensure accurate event information for clients, and insight into the department for internal stakeholders.

Key Skills

• Client Relationship Management: Expertise in managing client relationships in a hospitality or events setting, with a track record of improving client satisfaction and retention.
• Communication Skills: Exceptional verbal and written communication skills, capable of engaging effectively with a diverse range of clients and stakeholders.
• Resilience and Adaptability: Maintains a resilient mindset in challenging situations, adapting strategies to meet business needs and client expectations effectively.

Desirable Competencies

• Organised: Able to efficiently manage time and prioritise tasks to ensure maximum productivity.
• Innovative: Desire to enhance efficiencies to foster a culture of continuous improvement.
• Proactive: Takes initiative, foreseeing issues and addressing them proactively.
• Driven: Passionate and motivated, with a drive to achieve excellent results.
• Professional: Maintains high standards of professionalism in all dealings, ensuring confidentiality, integrity and reliability.

A passion for sport would be beneficial but is not essential.

Who We Are

STH Group is a Sodexo Live! company, with offices in London, Auckland, and Melbourne, enabling a truly global reach and service offering.

Our Company partners with event owners to make the biggest sporting events in the world - even better! From the Olympic Games in London and Tokyo, the Cricket World Cup in England & Wales to the Rugby World Cups in Japan, England, New Zealand and France, our award-winning team cover the globe to create travel and hospitality programmes with one simple ambition – to leave sports fans knowing they have just been part of an experience of a lifetime.

At STH, you belong to something greater; our experiences are unique and so are our people. Bring personality, your background and your desire for delighting others; in return we'll give you all you need to thrive. Through joining STH, you will be part of an inclusive and driven culture, that focuses on collective success and empowerment; we thrive of making the memorable, unforgettable for thousands of global sporting fans. We champion the ethos of the sports teams we represent and ensure our culture is one that is opportunity driven, both for the customers we serve – and the people who make them possible!

What We Stand For

STH Group identify the below values as fundamental commitments for every member of our team. Like the athletes we admire and connect with fans, we use these as our guiding compass in everything that we do, which supports a “one-team” mentality, culture-code and aligned directive.

• Service Spirit: We are customer obsessed, encouraging our teams to anticipate expectations and take pride in all services they deliver.
• Spirit of Progress: We strive to be trailblazers; we seek continuous improvement and innovation in everything that we do.
• Team Spirit: We thrive on winning together, delivering exceptional outcomes for our customers, employees, partners, and the communities in which we operate.

How to Apply: To apply, click on the 'Apply' button to the right of this page.