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 enhance customer satisfaction at a major event. This role involves developing and managing customer service strategies, overseeing ticketing operations, and collaborating with various departments to ensure a seamless experience for guests. The ideal candidate will have a strong background in customer service and event management, with excellent communication skills and the ability to lead a team effectively. Join a dynamic environment where your contributions will directly impact the success of a beloved annual event.

Qualifications

• Bachelor's degree and five years of experience required.
• Proficiency in customer service and event management essential.

Responsibilities

• Manage customer service for carnival ticketing operations.
• Oversee ticketing operations and enhance guest satisfaction.
• Coordinate with various departments for effective service delivery.

Skills

Customer Service

Team Collaboration

Event Management

Communication Skills

Problem Solving

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Point-of-Sale Software

Job description

Career Opportunities with Houston Livestock Show and Rodeo

A great place to work.

Careers At Houston Livestock Show and Rodeo

Current job opportunities are posted here as they become available.

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 works collaboratively with other departments as well as key partners including RCS and AXS, to enhance customer engagement and continuously 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 Responsibilitiesinclude but are not limited to the following:

• Manage operations and customer service for the Rodeo’s carnival ticketing, including presale and onsite sales, by working closely with RCS to develop efficient processes and continuously improve service delivery.
• Manage all aspects of grounds ticketing operations in coordination with AXS, including set-up, sales strategy, troubleshooting, and continuous enhancements to streamline operations and provide a better experience for guests.
• Collaborate with other departments and oversee customer service programs and efforts, such as sensory-friendly initiatives and guest services, to elevate overall guest satisfaction.
• Work with Membership, Ticketing and the front desk to respond to guest emails and phone calls promptly and professionally, resolving guest complaints to ensure a positive experience.
• Collaborate with RCS, as well as the digital and IT teams to analyze and improve the carnival mobile app and website functionality.
• Strategize and lead the execution of the carnival pre-sale program, including facilitating committee processes.
• Coordinate with RCS and Marketing to determine customer offerings for carnival pre-sale packs.
• Develop and maintain carnival inventory and perform sales analysis in partnership with RCS, CTSC and other departments.
• Oversee payment processing for committees and public presales of carnival and grounds ticket products.
• Review, approve and process refunds and credits for carnival customers.
• Serve as the staff coordinator and main point of contact for the Carnival Ticket Sales, Midway and Grounds Ticket Committees.
  • Manage carnival consignments and sales for CTSC.
  • Develop and manage the execution timeline for CTSC, MTC and GTC operations, including logistics such as sales building locations, turn-in and product exchange, internet, port-o-cans, tent requests, radios, golfcarts and inventory management.
  • Oversee committee budgeting.
  • Oversee meeting requests and ensure equipment requests are fulfilled.
  • Attend all committee meetings and events.
• Hire, train, and supervise seasonal employees supporting carnival and guest service functions.

Supervisory Responsibilities

Directly supervise seasonal employees. Carry out supervisory responsibilities in accordance with the Show’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelor’s degree and five years of work-related experience; or equivalent combination of education and experience.

Language Skills

Ability to write reports, business correspondence and procedure manuals.

Ability to effectively present information and respond to questions from employees, volunteers, customers, and public.

Other Skills and Abilities

Requires proficiency in computer software such as Word, Excel, and PowerPoint. Prefer experience with point-of-sale software systems.

Requires the ability to manage multiple tasks and shift focus on a regular basis. Requires basic accounting skills.

Requires the ability to interact with all levels of people, both within and outside of the Show. Requires the ability to provide a high level of customer service.

Requires excellent organizational and communication skills (oral and written) and the ability to be flexible and productive in a fast-paced environment.

Requires having integrity, strong work ethic, ability to meet deadlines, be punctual, attend meetings, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee may be required to sit, stand, climb, balance, stoop, kneel, crouch or crawl. During the Show, the employee may be required to frequently walk to various places on the grounds. The employee may be required to lift and/or move 25 or more pounds. \Extended work hours required, especially during peak periods. The employee may be on feet for up to sixteen hours per day during set-up and the Show.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be exposed to dust, chemicals, and animals at various times.