Participant Relationship Manager, Outdoor Events

OC Sport
Location Lausanne, Switzerland
Posted 06/09/2017
Closes 06/10/2017
Sector Agencies & Sponsors
Function Events & Operations
Contract Type Permanent
Hours Full Time
Salary Salary dependant upon successful applicant

Job Description

OC Sport is a global sports marketing and events management company specialising in professional sailing, running and cycling.  It manages competitive teams and provides consultancy to brands, host venues and other events.  Our offices in France, Switzerland, the UK, the USA and Asia, form the OC Sport Group.

Our Outdoor Events are a growing portfolio and include market-leading cycling and running events, as well as triathlons.  The Haute Route conceived in 2010, offers amateur riders the best cyclosportive experience across the most iconic cols in the world (Dolomites, Rockies, Pyrenees and Alps), with additional 3 days events to the portfolio in 2017. The iconic Harmony Geneva Marathon for UNICEF is one of the fastest growing marathons in Europe and is our flagship marathon event. The other Outdoor Events are: La Tour Geneva Triathlon, 20 km Geneva, Cycling for Children, French Riviera Nice-Cannes Marathon, UTMB International. 

The Participant Relationship Manager holds primary responsibility for the planning and delivery of an exceptional client experience and first-rate client service for all Outdoor Events. The post-holder will also be responsible for overseeing all post-sales activities: from event registration to participant relationship management to on-event participant services. The Participant Relationship Manager will lead a team of 4-6 team members in the delivery of these services. The role will encompass, but will not be restricted to, the following responsibilities:

  • Leading and managing a team to monitor and execute all tasks required to fulfil the client service plan for each event and meet day-to-day inquiries from clients
  • Responsible for revenue and budget accountability for the department for all Outdoor Events
  • Researching proactively new systems/methods/strategies to advance the department’s objectives
  • Responsible for the management of client information systems, and tracking/analysis of KPIs
  • Responsible for monitoring the sales of entries and present a global and comprehensive analysis to the entire team regularly
  • Advising on emerging trends, event entries, client feedback
  • Acting as the go-to contact for difficult enquiries, troubleshooting, and key participant-related decisions
  • Responsible for the execution of client service activities to deliver an integrated service to the runners / riders such as; registration, client feedback and handling participant inquiries 
  • Achieving long-term client relationships to encourage repeat business but also network to new clients
  • Identifying client sales opportunities
  • Supporting the Event Director in all aspects of the VIP and guest experience and in ensuring contracts are honoured and delivered
  • Assisting with enhancing and developing the client experience and implementing new activations
  • Responsible for the development and maintenance of a Client Relationship Management System
  • Ensuring the collation of client and guest information from stakeholders at or after the event
  • Managing and maintaining all department assets on-site

Person Specification

  • Swiss or EU national essential
  • Passion for running / triathlon / cycling and endurance sports in general 
  • Excellent communicator, both written and verbal 
  • Fluency in English and French (either native or strong command) is mandatory, any additional European languages would be an asset (German, Spanish, Italian)
  • Minimum of 5 years’ relevant experience with a proven track record on delivering high-calibre client services
  • Ability to lead a team in a high pressure project/event environment
  • Ability to work on-site at events throughout the year and an appetite for travel essential
  • Strong understanding of and experience in delivering great client experiences
  • Commercially astute
  • Excellent knowledge of Microsoft Office suite (excel in particular), and database management software, CRM software
  • Ability to analyse client sales activity and identify account growth opportunities
  • Ability to work effectively within a team, plus co-ordinate with external suppliers
  • Good reporting skills
  • Ability and experience of working within different cultures 
  • Determined and resourceful
  • Resilient and able to work under pressure
  • Be used to a ‘project’ based lifestyle
  • Full Driving license is essential

OC Sport

OC Sport is a global sports marketing and events company specialising in professional sailing and outdoor sports.

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