JOB DESCRIPTION Job Title Customer Operations Manager Organisation World Masters Games 2017 Division Marketing Communications Location 9 Nelson Street, Auckland CBD Introduction Reports To General Manager Marketing Communications Direct Reports 1 Accreditation Manager 2 Customer Services Co- Ordinator Indirect Reports Nil The World Masters Games is the largest multi sport event in the world. In terms of athlete numbers, bigger in scale than even the Olympics. Auckland will host the Games for the first time in April 2017 having been successful in its bid to bring the event to Aotearoa. During the Games, some 25,000 athletes will compete in 28 sports across 45 venues during a 10- day period. It is considered the largest event New Zealand will host in the next decade. The Customer Operations Manager will be the be the custodian of the customer experience across all sales and fulfilment channels - from inquiry, through registration, through to Games- time accreditation. Key moments of truth are seamless event registration via the online portal and a simple, complete accreditation process for athletes, non- playing officials, supporters volunteers, and other Games audiences. Purpose of Role The Customer Operations Manager has oversight of the customer experience across all WMG2017 channels to market with primary roles in registration and accreditation. The goal is to create an overall cycle of service that ensures customer satisfaction is top of mind - from inquiry and purchase, through change and cancellation, to Games- time accreditation fulfilment. With 28 sports on offer, and up to 4000 volunteers required, it is an imperative that the end to end customer experience is defined and moments of truth understood. Critical success factors include clear documentation of technical systems and processes to guide customer service interactions and training, development and management of a world class registration system, and creation of an accreditation experience that is both efficient and enjoyable. The Customer Operations Manager will manage the interface between WMG2017 and its customer base across all channels digital, phone, email and face to face. During phase one, this will be registration (sales) focussed. At Games- time, the focus will shift to operational delivery of the accreditation (fulfilment) function. To this effect, the role will liaise with other internal and external stakeholders to ensure that the system delivers the varying data requirements for each of the defined participant groups athletes, supporters, volunteers, VIPs and observers, and media. The role is the key liaison point between WMG2017 and its system providers. To this end, the ability to manage IT- led projects, and ensure suppliers deliver to clear service levels, is an imperative.
Key Responsibilities Strategy and Planning Refine and deliver the strategic plan for WMG2017 customer operations with a focus on registration and accreditation fulfilment Create a supporting cycle of service framework that underpins the role of each customer- facing channel Set customer experience goals that explain how customer satisfaction KPIs will be met Build a delivery plan that integrates with the overall WMG2017 programme plan and critical path Registration Systems and Supplier Management Manage the development and in- life operation of the online registration system Ensure the registration system is fit for purpose and delivers to the needs of all stakeholder audiences Manage and monitor contractual obligations, technical performances and associated SLAs related to system suppliers Ensure all NZ legal requirements are adhered to including data security Accreditation Infrastructure and Service Delivery Plan and execute the physical accreditation of around 30k athletes, non playing officials, supporters and volunteers Plan and manage the infrastructure required to deliver the functional process of accreditation including property, IT systems and associated resources for both participants and volunteers Plan and manage the the accreditation process (flows, routes and queueing systems) as part of the overall customer experience Plan and manage the resources (people/technical/operational) required to facilitate Expected Outcomes A clear vision of the strategic plan is established and endorsed by the Executive Team A customer experience framework is agreed covering all channels Customer experience goals are understood Key milestones and deadlines are confirmed, communicated and adhered to, as part of the overall WMG2017 programme critical path A fit for purpose system is implemented, that meets all user requirements Suppliers deliver to their contractual obligations, and SLAs are met The registration system seamlessly proceesses athlete and workforce registrations, with no system failures or unscheduled downtime Data collection and distribution meets stakeholder needs WMG217 adheres to applicable data protection laws and industry best practice All individuals experience an accreditation process that surprises and delights Demand forecasts anticipate and mitigate risks related to the volume of participants and volunteers expected All resources are adequately planned and organised to ensure accreditation happens efficiently and effectively The front office customer experience related to accreditation is on brand
accreditation Plan and manage the distribution/pick up of promotional items (lanyards, merchandise, publications) related to accreditation Channel and Customer Experience Management Define and document the end to end customer cycle of service relating to registration (sales) and accreditation (fulfilment) Establish the role of each channel in the cycle of service, and service delivery processes Set customer experience goals related to WMG2017 customer satisfaction goals Process Documentation and Training Document sales and fulfilment processes to ensure consistency of experience across all channels. This requires an intimate understanding of the WMG2017 product and close relationships with the marketing, sports and volunteers departments Related to this, create knowledge bases and training manuals as required to ensure customers receive timely, up to date information across all channels Act as Subject Matter Expert across the sales and fuflilment processes, working pan- project and division where necessary Work with WMG2017 functional areas to understand and implement role specific training requirements. Develop training resources and methods of delivery, in conjunction with suppliers and partners Customer Services Delivery Manage customer services, related to registration and accreditation, across all channels including associated direct and indirect helpdesks Ensure customer service employees are trained and briefed on systems and processes, and the WMG2017 product Ensure customer service employees are on brand and onboard with the gamechanging experience WMG2017 is aiming to create in terms of goals laid down by WMG2017 All customers regardless of where they come from - can deal with WMG2017 easily, through channels on offer Cost of channels is balanced with customer satisfaction goals WMG2017 understands how its customer satisfaction KPIs will be met WMG2017 sales and fulfilment processes are clearly documented Knowledge bases and training manuals are created and reflect timely, accurant information Information published within channels is up to date People working within channels, such as phone and face to face, are adquately briefed and trained on systems, processes and the WMG2017 product All customers of WMG2017 receive a seamless experience across channels and sales needs are met The WMG2017 gamechanging experience is fulfilled
Financial Management / Procurement Manage the registration and accreditation programme budget Procure systems where necessary according to WMG2017 processes and policies Plan for and procure accreditation pass materials, supplementary devices and other collateral as required Relationship Management Define and work collaboratively with key stakeholders internal and external Build an understanding of stakeholder requirements so that business requirements are delivered Establish management, measurement and reporting frameworks as necessary Qualifications Tertiary level / degree level qualification The registration and accreditation programme is delivered on budget Financial management, measurement and reporting is robust Suppliers deliver value for money and quality results, on time and as planned All stakeholders feel their needs and requirements are being med No surprises is the normal approach All stakeholders are working for the collective good of WMG2017 Experience Proven experience and demonstrable success in a similar role at a senior level with a programme/event of comparable scale Transferable knowledge direct or indirect that indicates familiarity with channel management, customer experience management and/or customer service processes Examples of past roles where operations, logistics and consideration of fulfilment processing has been a feature Past experience in creating publications and manuals that document systems and processes, product knowledge bases and workforce training Direct sports and event experience, particularly covering registration and accreditation, is desirable but not essential Experience in managing or working with IT systems, CRM modules and / or data assets Experience in managing programmes with non- negotiable delivery deadlines Experience in working collaboratively with both internal and external stakeholders Experience in procuring and managing external suppliers across complex projects Proven risk management and mitigation experience Experience in commercial and contract management Skills/Competencies Project management Channel development and management Customer experience and cycle of service design
Operations and logistics planning and execution Resource /workforce planning and training Process documentation (manuals, knowledge bases, scripts etc) IT / systems competancy and data management capability Organisational and planning skills Interpersonal and communciations skills Ability to work collaboratively to deliver results Demonstrated high resilience and ability to perform effectively under pressure Ability to develop and foster a positive working culture Self- starter and active team player Key Relationships Internal Stakeholders CE and ET WMG2017 Board Manager Governance Sports and Venue Manager Games Operations Manager Volunteer Programme Manager Marketing Department Financial Department External Stakeholders Registration System Provider Accreditation Process Suppliers Sports Delivery Partners Games stakeholders and shareholders Various other agencies, suppliers and contractors Delegated Authorities Budgeted: Unbudgeted: Disclaimer TBC TBC The above statements are intended to describe the general nature and level of work being performed by incumbents in the assigned job. They are not construed as an exhaustive list of all responsibilities, duties, or skills required of the incumbent. From time to time, personnel may be required to perform duties outside of their normal responsibilities as needed.