Head of Sales and Customer Service London, England
Job description
The Lost Estate is an immersive hospitality and arts company that brings classic stories to life, creating fantastical immersive worlds, packed with dining, mixology, theatre, and world-class performance.
THE ROLE
We seek a Head of Sales & Customer Service to join our fast-growing team. You will be responsible for managing our Box Office team and communication channels and driving sales and upsells across multiple shows. If you love the Arts and Hospitality and are seeking a fast-growing, mission-driven start-up. we can't wait to hear from you.
ROLE REQUIREMENTS
- Passion for 1-to-1 interactions: being the first port of call for the company, building rich relationships via phone/email/in person will be a source of energy and fulfilment.
- Love of sales: the successful candidate will get a kick out of driving our sales graph every day. They will see every interaction as 'step 1' in a potential sale and obsess over how to maximise their personal conversion rate.
- Passion for the Arts and Hospitality. The successful candidate will share our core belief that Arts and Hospitality experiences can change lives.
Technical Skills:
- Computer literacy: the ability to learn new platforms quickly and efficiently is essential.
- Written English: you must be able to respond to guest emails incisively and charismatically. Exceptional spelling and grammar are also essential.
- Numeracy and spreadsheet skills: you must be confident working with Box Office maths - capacities, prices, discounts, etc. - and with building spreadsheets for reporting and forecasting.
Prior Experience:
3+ years in an arts/events box office or customer service dept. This should have included use of:
- Online ticketing platforms and third-party ticketing agents
- CRM and sales reporting software
KEY TASKS
- Driving sales of tickets and the upsell of products by motivating the team to increase sales and putting in place methods and strategies to turn every conversation possible into a sale.
- Developing new relationships with partners, trade and corporate clients to identify new markets and increase revenue
- Reporting and assessing trends in sales, feedback and communications from customers
- Quality control of customer enquiries via phone, email, social media and in person (including handling exchanges/refunds, dietary requirements, complains, special requests, and general queries.
- Managing our waiting list and contacting wait list members when the relevant tickets become available.
- Managing our telephone reservation system to reduce no-shows and last-minute changes (dietaries and access requirements) as well as maximise upsells and preorders (menu upgrades, drinks packages).
- Creating Standard Operating Practices for the department and your team.
DATES/PAY/BENEFITS
- Full Time Position commencing ASAP
- Salary: £32,000 - £45,000, depending on experience
- Hours: 40 hrs/week
- Holidays: 28 days annual leave, including public holidays
- Probation period: 3 months
- Flexible working schedule, including working from home where appropriate
- Free tickets to The Lost Estate shows (subject to availability)
To apply for the role, please send a CV and a short cover letter (setting out how your experience and skill set matches the role requirements) to:
[email protected] (please mark the subject line 'Head of Sales & Customer Servcies')
To view the job description, use this link: https://drive.google.com/file/d/1P6zAqF4ztZC7xqPMVetJsFRfZC8EgRe8/view?usp=sharing
Closing date: 30th August 2023, 5pm
Job Types: Full-time, Permanent
Salary: £32,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Flexitime
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Application question(s):
- What's the most memorable Arts or Hospitality experience you've had? Why was it so memorable? Please note you MUST answer this question to be considered for an interview
Experience:
- Box Office or Customer Service: 3 years (required)
Language:
- English (required)
Work Location: Hybrid remote in London, W14 9LP
Application deadline: 31/08/2023
