Customer Relations Manager - Music Festivals

  • Mainstage Festivals
  • Remote (London, UK)
  • Oct 08, 2021
Full time CRM Customer Service Marketing

Job Description

About us

Mainstage Festivals is a market leader in overseas festivals. We specialise in delivering music events in unique locations. From Snowboxx, our incredible alpine festival in a breathtaking ski resort in the French Alps to Kala Festival which takes place across the paradisiacal beaches of the Albanian Riviera. The festivals span across the seasons and welcome guests from all over the globe to experience unique and exciting events in some of the grandest locations. 

Our portfolio also includes ION, an event in collaboration with LWE & Junction 2 festival, Explorations a festival we run in partnership with Anjunadeep Records, Hospitality On The Beach Albania, a week long drum ‘n bass getaway and to finish it all off we have Inner State, a wellbeing focused festival which has never been done before. 

 

Who we are looking for

We are looking for an ambitious individual who is able to lead from the front and be confident in taking ownership of the Customer Relations department. The candidate will have previous experience in working within customer service, sales and/or marketing, and have a good understanding of how to both treat customers, as well as foreseeing and managing trends and patterns in their behaviour. The right candidate will have strong organisational skills, attention to detail, a proactive mindset  and the ability to work well within a team.

The Head Of Customer relations will have previous management experience and have the ability to delegate well. Sales experiences would be an added bonus. 

At Mainstage, we have a brilliant variety of personalities but there are a few traits we all have in

common. New Mainstage recruits should be passionate, determined, dedicated, adaptable, resilient and be aligned with our company values. 

Collaborative - We think and work as one team, always supporting each other.

Passionate - We are enthusiastic and love what we do.

Innovative - We are ambitious, proactive and think creatively about what we do.

Trustworthy - We work honestly and can rely on our team to achieve the best.

Tenacious - We don’t give up, are resourceful and give our all to achieve the best. 

 

This person will bring fresh perspectives to our team and be seeking high energy, rewarding work within a ‘work family’ environment.

Our company values are the core of what we’re building and it's important to us that any new candidates also hold these same values.

We are looking for potential, not always experience, so encourage you to apply if you think you’ve got what it takes.

 

Role Breakdown

The Head Of Customer Relations responsibilities will include. 

  • Management of Customer Relations department 
  • Management of customer information and communications; such as emails, live chat, FAQ’s, data collection and payment plans
  • Management of the customer journey & user experience
  • Customer reporting and updating data across our in house booking system
  • Assisting with the development of booking systems and its ongoing updates
  • Monitoring customer feedback, analysing trends and suggesting solutions
  • Automation & innovation of the customer journey  
  • Focus on research and improving festival sales in both B2B & B2C markets
  • Increasing upsell opportunities to existing customers across all festivals
  • Recruitment, management & training of info point staff and event teams within department
  • Oversee preparation & management of the customer info point at all Mainstage events
  • Oversee accreditation management for customer arrivals and departures at event
  • Oversight of festival sales timelines and strategy

Requirements 

Experience

  • 3 years+ experience in a Customer Service, Marketing and or Sales role
  • Experience in either the events or travel industry 
  • Budget management experience
  • Strong knowledge of the management and analysis of data 
  • Experience using ticketing systems and accreditation processes at events
  • Front of house or hospitality experience 
  • Sales experience a plus, but not essential

 

Personal Skills & Traits

  • Ambitious and innovative 
  • Passionate about events, marketing or sales
  • Organised with great attention to detail
  • Ability to multitask
  • Strong management and motivational skills
  • Creative thinker 

Other

  • Valid UK Driving license
  • UK passport required 

Other Particulars

Working location: Currently working remotely, although looking to return to a London based office.  

  • Travel with work
  • Cycle to work scheme
  • Company Social programme & Rewards

Salary
£26 - £28k - dependant on experience
Plus bonus structure

Inclusions & Perks

- Accommodation, travel & catering included at events

- Working abroad scheme

- Mainstage team socials & events
- Flexi working hours 

How to apply

Please fill this form to apply for the role.

Inclusion & Equality

Mainstage Festivals recruit, employ, train and promote regardless of age, disability, gender, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex, sexual orientation or gender reassignment.

At Mainstage, we aim to create a family feel, where a diverse mix of talented people want to come, to stay and do their best work. For this reason, our recruitment process is based purely on merit, experience and values.

We believe that multiculturalism, unique personalities, varied points of view and diverse backgrounds are essential to growing the company and creating customer experiences that will last a lifetime.