Job Description
Based in the heart of West London, Sherlock: The Official Live Game is a live gaming adventure and collaboration between the makers of the hit TV series and escape experience pioneers. Combining the best of escape rooms and immersive experiences, we’re the first official Sherlock escape room.
Heavily focused on driving tickets sales and spend per head, this role is customer centric, with the aim of maximising all commercial potential through the Direct To Consumer market, trade partnerships, large group bookings, and corporate hire, whilst enhancing the customer experience.
We are looking for a passionate individual to work closely with the Sales and Marketing Lead (SML), proactively maximising sales opportunities and generating revenue. This role has a specific focus on increasing incremental and new business, with specific focus on B2B & B2C, whilst providing first-class customer service.
Duties, include:
- To ensure effective, accurate and efficient sales are taken from customers over the phone and by e-mail using our ticketing system, Fareharbor
- To process large groups bookings and reservations, including raising invoices and liaising with the Operations Team to ensure all information is communicated for successful delivery
- To process affiliate partner and ticket agent bookings
- Managing, responding and promptly resolving all customer service enquiries on the phone and by email, maintaining a positive, empathetic and professional attitude toward customers at all times
- Acknowledging and resolving customer complaints
- Conducting market research to identify selling possibilities and evaluate customer needs
- Actively seeking out new sales opportunities through outreach strategy, including but not limited to: cold-calling, networking and social media
- Company expert on key systems and processes needed for effective sales and customer service, including but not limited to: Fareharbor and Buzzshot
- Work with Marketing Team and Senior Management to effectively plan and implement the company’s B2B and B2C sales and marketing strategy in line with company directives
- Proactively identify and develop key relationships with clients and continue to grow the client base
- Manage groups packages on offer, including frequent reviews to ensure experiences are in line with industry standard and competitively priced
- Researching and liaising with key selling partners, (including local businesses, tour operators, DMCs, language schools and student groups), to identify key sales opportunities
- Measuring and reporting on key metrics including customer queries and sales leads
- Comfortable working to and exceeding KPI’s
- Attend trade shows as and when required
- Manage changes to itineraries working with vendors and suppliers as needed
- Work closely with the Bar Supervisor to ensure accurate ordering of supplies for bar products
- Providing feedback on the efficiency of the customer service process
Competencies and Person Specifications:
Essential:
- Displays a pro-active approach and is a ‘solution finder’
- Self-motivated and able to work under own initiative. Ability to communicate on all levels in a clear and concise manner
- Proven track record of driving B2C and B2B sales
- Experience in Customer Service and feeling comfortable speaking to customers on the phone
- Evidence of achieving targets
- Strong organisational skills
- Excellent communication across all levels of business
- Excellent analytical skills and an ability to identify key sales periods
- Keen to work in a small team, and get stuck in, regardless of the task. We are a small team, and need people to work outside their remits from time to time
- Excellent oral and written communications skills
- Proactive, personable and enthusiastic
- Excellent attention to detail
- Ability to work under pressure and to tight deadlines
- Work closely with a diverse set of senior stakeholders and departments
Desirable skills and experience:
- Visitor attraction background
- Experience of working within sales
- Experience of working with third party partners
- Experience of working with ticketing agencies and systems
- Experience of using Microsoft/Google applications
With at least 1-2 years’ experience of working within a venue/attraction sales or customer service environment, you will have a proven track record of generating B2C and B2B sales and demonstrate essential excellent oral and written communication skills. A familiarity with ticketing platforms and API is desirable.
Deadline: Tue 21st March 2023. Applications should include a CV and covering letter.
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
Schedule:
Ability to commute/relocate:
- London, W12 8PP: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in London, W12 8PP
Application deadline: 21/03/2023
Reference ID: TGIN/SCSE