Participant Experience Executive

A.S.O. UK; Greater London; Hybride; GBP 27 000 - 32 000; Plein temps

Avantages offerts par ce poste

Hybrid working environment

Health Cash Plan access

Enhanced Parental Leave Policy

TOIL for events worked

Auto-enrolled salary sacrifice pension

Five free entries to A.S.O. UK events

Free entry to non-UK events

Cycle2Work scheme

Résumé du poste

A.S.O. UK is seeking a Participant Experience Executive to join a hybrid role based in Clapham Junction, London, SW11, with home working.

The position focuses on delivering a seamless participant journey, handling inbound enquiries, coordinating entry processes, and supporting pre- and post-event tasks. You will become an expert in our processes, plan event fulfilment tasks, and collaborate with multiple teams to ensure an excellent participant experience across our running and cycling events.

Qualifications

• Excellent customer communication across channels and high empathy.
• Strong communication with colleagues and stakeholders to maximise success.
• Excellent organisational and time management skills with ability to multi-task.
• Experience managing external suppliers and coordinating to meet deadlines.
• Proficient with online systems and data handling; high attention to detail.

Responsabilités

• Lead on inbound enquiries and provide outstanding service.
• Plan, build and maintain participant entry processes.
• Sit on project teams and lead on all Participant Experience areas for events.
• Coordinate bib numbers and finisher items fulfilment.
• Create and maintain data sets for pre- and post-event activities.
• Provide data to the wider organisation as required.
• Lead post-event activities including lost property and baggage.
• Support temporary colleagues during busy periods.
• Collaborate with other teams to ensure a seamless customer journey.
• Attend multiple A.S.O. UK events throughout the year.

Connaissances

Customer communication

Interpersonal communication

Time management

Supplier management

Data handling

Customer handling

Outils

Microsoft Office

Description du poste

Position: Participant Experience Executive

Location: Hybrid - Clapham Junction, London, SW11 and home working

Contract Type: Permanent - Full Time

Start Date: ASAP

Salary: Up to £29,500 per annum

Holiday: 22 days per annum

JOB DESCRIPTION - PARTICIPANT EXPERIENCE EXECUTIVE

Background

A.S.O. UK is a leading mass participation sports event business delivering a diverse range of

events in running and cycling. A.S.O. UK’s prestigious portfolio includes the Cancer Research

UK London Winter Run, adidas Manchester Marathon, ASICS Manchester Half and Dragon

Ride.

The company is part of A.S.O., 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 10K.

We are looking for a Participant Experience Executive to join our team and play a key role in delivering an excellent journey at every stage for those taking part in our events. You will lead on inbound enquiries, coordinate entry processes, and deliver pre and post event tasks to a high standard. It is essential that you have an awareness of the wider customer journey and strive to continuously improve.

A.S.O. UK 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.

Great extra benefits you get at A.S.O. UK

• Hybrid working environment
• Health Cash Plan access
• Enhanced Parental Leave Policy
• TOIL for events worked
• Auto-enrolled salary sacrifice pension scheme
• Five free entries to A.S.O. UK events per year for you, friends, and family
• Free entry to any A.S.O. (non-UK) single-day events
• Access to Cycle2Work scheme

Purpose of the Role

Working in events can be fast paced and there are times we all need to get stuck in and support in different areas and a can do attitude and willingness to get involved are a must! You’ll also have the opportunity to influence the future of our events and sit on project teams to help develop additions and improvements.

Key responsibilities

• Lead on inbound enquiries, delivering outstanding service and working with the Participant Experience team to maximise performance.
• Plan, build and maintain entry processes with a focus on continuous improvement.
• Sit on a project team and lead on all Participant Experience areas for nominated events.
• Plan and deliver event fulfilment tasks. This includes the ordering and fulfilment of bib numbers and finisher items.
• Create and maintain data sets for the purpose planned pre and post event activities.
• Provide data as required to the wider organisation.
• Lead on post event activities including lost property and baggage.
• Support any temporary colleagues working with us at busier times.i
• Work closely with other A.S.O. UK teams to ensure a seamless customer journey and address any pain points.
• Become expert in our processes and procedures and be willing to share ideas and insight.
• To attend multiple A.S.O. UK events throughout the year.

Skills and Experience

• Superb customer communication skills and comfortable interacting across any channel, including face to face and exhibits high levels of empathy.
• Strong communicator with colleagues and able to identify effective methods to maximise success.
• Excellent organisational and time management skills, with the ability to work across teams and manage high workloads.
• Experience managing external suppliers.
• Experience of working with online systems and Microsoft Office.
• Comfortable with creating and maintaining large data sets, with impeccable attention to detail.
• Ability to deal with challenging participants and situations.

Please note that the successful applicant must be willing and able to work a certain number of weekends per year.