Head of Support & Community

Transcription

1 Head of Support & Community Full time Fixed term for 12 months with an option to extend. Description of role and person specification Deadline for applications: 15 th June at 12 pm For full job and application details, visit Interviews will take place, at our London office, on dates to be confirmed. Please see the Application form for information about how to apply; please contact us on or if you require this information in an alternative format. The Audience Agency The Audience Agency is the national authority on audience behaviour and strategy. We are an experienced team of specialists working in the arts and cultural sector that provide a wide variety of audience insight, research and consultancy services. As a thriving, fast growing notfor-profit organisation we work with hundreds of clients that are comprised of organisations of all sizes across the sector, providing sound advice, cutting-edge intelligence and breakthrough ideas to develop and grow their audiences. For more information about our organisation see Background to the post The Audience Agency operates one of the largest cultural data programmes in the world, with nearly 1,000 organisations using Audience Finder and related products. 4-year Sector Support funding has now been confirmed for Audience Finder from Arts Council ngland and a new programme of growth and development is planned as a result. This includes providing an extended range of products, ensuring a truly excellent user experience and building a strong user community. 1

2 Alongside its free products, The Audience Agency offers a wide range of paid-for enhancements and new products which respond to users needs and are essential to our business model. The Head of Support & Community will be responsible for developing an active and engaged community around our full range of products and a responsive support function to ensure that clients make the best use of both free and paid-for offers. This new role will oversee a strong existing team that plays a vital role in ensuring excellent customer experience, and in delivering value to our users and stakeholders through product support and engagement. Summary of the role The Head of Support & Community will create and manage a new Audience Finder Community, ensuring an exemplary user-experience, building loyalty with users and enabling them to collaborate with us and each other is using data to develop audiences. S/he will shape and lead a team of highly motivated customer support officers to provide a client focus to reactive user enquiries and proactive community development. They will coordinate a programme of online and offline community (user) engagement through events and a PathFinder programme of Audience Finder power users. The Head of Support & Community carries responsibility for customer satisfaction and engagement targets. The role will also support product development by contributing to a usercentred design process, gathering feedback from users and articulating their needs. This role works closely with the Head of Accounts to support the wider sales targets, in particular, user acquisition and retention targets. This is a varied, creative and challenging role that requires extraordinary communication skills, demonstrable experience of arts marketing to the highest standard and a solid understanding of the use of data and insight in audience and strategy development. It is highly consultative and collaborative, working with both clients and The Audience Agency colleagues to adopt, adapt and apply The Audience Agency products. The successful candidate will have a combination of recent arts marketing experience, cultural sector knowledge, and a customer service mindset, along with consulting, solution design, program delivery, and project management. 2

3 Primary Responsibilities Lead the Support & Community Team Formulate, deliver and oversee an Audience Finder Community development plan (including events and an online forum) Work alongside the Platform Director, Head of Accounts and Chief Technology Officer to ensure the dynamic development of product features and sales and an excellent user experience nsure The Audience Agency delivers on ambitious targets for delivery of customer satisfaction, engagement, acquisition and retention Report regularly and effectively to the xecutive and Board Lead the Team Set and monitor team and individual performance and delivery targets Line manage the Product Support Manager and Product Support Officer Work with the rest of the Technology Platform & Products leadership to develop the strategy nsure the team are well briefed and using systems effectively Plan training and personal development for the team Follow the line management framework and encourage other line managers to do so Contribute to the prospect list (funding and sales priorities) Product Support & Delivery Model good practice in client management, support the team to understand user needs and behaviours Support the Accounts Team by delivering to clients in a timely fashion Record all support inquiries, including complaints resolution, in the CRM and share accurately and effectively with the relevant team members Serve as the escalation point for complaints nsure the timely delivery of products to clients Resolve issues to maintain and strengthen customer trust Understand customer requirements and needs to offer suitable solutions AF Community 3

4 Plan and deliver a series of Audience Finder User vents Develop an active Audience Finder community through online channels Co-ordinate an Audience Finder Pathfinders Programme as part of The Audience Agency s Sector Support Organisation commitment to Arts Council ngland Develop and manage other such programmes as required Direct and oversee the development of key resources, working closely with the Comms & Content Team Business and Relationship Development nsure excellent sector relationships Attending conferences and other networking opportunities as required as required Work in close collaboration with the Head of Accounts Senior Management Team Report regularly and efficiently on operational and strategic progress Co-develop organisational strategy and financial plans The Audience Agency as a learning & client-focused organisation To take an active part in all team planning, learning and training To share internally the insights and learning gained from your work To contribute to developing a cross-functional collaborative style of working To be aware of and act within the guidelines laid out in The Audience Agency qual Opportunities and Diversity policies To act within the spirit and principles of the Audience Finder and Client Charter To be aware of The Audience Agency s values and to conduct business with clients within their spirit 4

5 Additional job details Progress Monitoring In accordance with standard business practice, this role is subject to the successful completion of a three-month probationary period. During this period, we will review with you your ongoing performance and suitability for the post. Salary The post is offered on an initial 12 months fixed term contract, with the possibility of an extension, at an annual salary of 35,000 to 38,500 (plus London weighting of 2,500 where applicable) dependent on skills and experience. Location The role requires frequent travel across the country and within London, plus regular travel to our Manchester office and other parts of the UK as appropriate. The post-holder would be expected to be available in the London office at least 3 days per week but could work from home outside London or from the Manchester office. Hours Working hours for this role are 5 days (35 hours per week/7 hours a day) which can be worked flexibly in agreement with your line manager. The normal working day includes one hour for lunch (unpaid). The Audience Agency will try to be flexible and understanding in allowing staff to adopt hours which suit individual circumstances as long as these hours do not affect work effectiveness. Holiday The leave entitlement is 25 days per annum. Public/Bank holidays are in addition to this personal leave entitlement. Pension The Audience Agency has a workplace pension scheme in line with current legislation. You will be provided with details of this scheme directly by the pension provider. Automatic enrolment into this scheme commences after three months in employment. mployees may opt out of this scheme if desired. Contract The post is offered on a 12 month fixed term basis with the option to extend. 5

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7 Person Specification The successful candidate will have the following experience, knowledge, qualities, qualifications and skills (= ssential / D= Desirable): xperience D D At least 5 years experience in a marketing or sales role (either within an agency, for a producer or a venue). xtensive understanding of the needs of cultural organisations and in particular marketing, engagement professionals and general managers Demonstrable experience in negotiation and meeting client requirements Solid understanding of budgeting and reporting on progress Knowledge of performance evaluation techniques and metrics Proven experience in a senior customer service role xperience as a trainer, or offering customer support Knowledge D The workings and practice of the UK cultural sector Understanding of consumer research methodologies and practice Strong professional network and brand profile Understanding of good practice in audience engagement, development, and marketing Working knowledge of Audience Finder tools and products Personal Qualities Outstanding organisational and leadership skills xcellent communication and interpersonal abilities Aptitude in fostering long-term relationships Able to motivate and inspire High attention to detail and ability to schedule and prioritise complex workloads Self-motivated, inquisitive and able to act on own initiative 7

8 Qualifications D Business management or sales Skills xcellent negotiation skills Use of data, insight and research findings at a tactical and strategic level 8