Customer Experience Manager

Rodeo Houston; Houston (TX); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead customer service strategies for an exciting event. This role involves managing ticket operations and collaborating with various departments to enhance guest satisfaction. The ideal candidate will possess strong communication and organizational skills, with a proven track record in event coordination and customer service management. Join a dynamic team dedicated to delivering exceptional experiences and making a positive impact on the community during one of the largest events of the year.

Qualifications

• Bachelor’s degree and five years of related experience required.
• Proficiency in Word, Excel, PowerPoint; experience with POS systems preferred.

Responsibilities

• Manage carnival ticketing operations and enhance guest experience.
• Supervise seasonal employees and coordinate with various committees.
• Develop customer service programs and respond to guest inquiries.

Skills

Customer Service Management

Event Coordination

Communication Skills

Problem-Solving

Budget Management

Education

Bachelor's Degree

Tools

Point-of-Sale Systems

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Summary

The Customer Experience Manager is responsible for developing, implementing, and managing customer service strategies and processes to deliver exceptional customer experiences for the Houston Livestock Show and Rodeo, including the Rodeo’s carnival and grounds ticket operations. This role collaborates with other departments and key partners such as RCS and AXS to enhance customer engagement and improve customer service initiatives. Additionally, the Manager will serve as the staff coordinator for the Carnival Ticket Sales, Midway, and Grounds Ticket Committees, ensuring effective communication and smooth execution across all areas.

Essential Duties and Responsibilities

Include but are not limited to the following:

1. Manage operations and customer service for the Rodeo’s carnival ticketing, including presale and onsite sales, working closely with RCS to develop efficient processes and improve service delivery.
2. Manage all aspects of grounds ticketing operations in coordination with AXS, including setup, sales strategy, troubleshooting, and ongoing enhancements to streamline operations and improve guest experience.
3. Collaborate with other departments and oversee customer service programs such as sensory-friendly initiatives and guest services to elevate overall guest satisfaction.
4. Respond promptly and professionally to guest emails and calls, resolving complaints to ensure a positive experience.
5. Work with RCS and the digital and IT teams to analyze and improve the carnival mobile app and website functionality.
6. Lead the strategy and execution of the carnival pre-sale program, including facilitating committee processes.
7. Coordinate with RCS and Marketing to determine customer offerings for carnival pre-sale packs.
8. Develop and maintain carnival inventory and perform sales analysis in partnership with RCS, CTSC, and other departments.
9. Oversee payment processing for committees and public presales of carnival and grounds ticket products.
10. Review, approve, and process refunds and credits for carnival customers.
11. Serve as the staff coordinator and main contact for the Carnival Ticket Sales, Midway, and Grounds Ticket Committees.
12. Manage carnival consignments and sales for CTSC.
13. Develop and manage the execution timeline for CTSC, MTC, and GTC operations, including logistics such as sales locations, product exchanges, internet, utilities, and inventory management.
14. Oversee committee budgeting and meeting requests, ensuring equipment needs are met.
15. Attend all committee meetings and events.
16. Hire, train, and supervise seasonal employees supporting carnival and guest service functions.

Supervisory Responsibilities

Directly supervise seasonal employees, including interviewing, hiring, training, performance appraisal, and addressing employee concerns.

Qualifications

Must be able to perform all essential duties satisfactorily. Reasonable accommodations may be provided for individuals with disabilities. The following are the requirements:

Education and/or Experience

Bachelor’s degree and five years of related experience, or an equivalent combination of education and experience.

Language Skills

Ability to write reports, business correspondence, and procedure manuals. Effective presentation and communication skills with employees, volunteers, customers, and the public.

Other Skills and Abilities

Proficiency in Word, Excel, PowerPoint; experience with point-of-sale systems preferred. Ability to manage multiple tasks, basic accounting skills, high-level customer service, excellent organizational and communication skills, and flexibility in a fast-paced environment. Demonstrates integrity and strong work ethic.

Physical Demands

Must be able to sit, stand, climb, balance, stoop, kneel, crouch, or crawl. May need to walk extensively on grounds, lift/move 25+ pounds, and work extended hours during peak periods, including up to sixteen hours per day during setup and the event.

Work Environment

Exposure to dust, chemicals, animals, and other environmental factors. Accommodations available for disabilities.