Transfers in Sport are proud to be leading the search for a proactive Customer Relations Executive on behalf of Sports Travel and Hospitality Group (STH).
With a reputation for delivering outstanding hospitality and travel programmes at the world’s most prestigious sporting events, from the Olympic Games to Rugby and Cricket World Cups, this is a unique opportunity to join a business that brings unforgettable experiences to life.
The Customer Relations Executive role is central to providing professional administrative and research support to the Sales and Account Management departments.
The ideal candidate will be proactive, confident in customer-facing interactions, and comfortable supporting proactive marketing activity. You will be responsible for coordinating operations and procedures that ensure the efficient fulfilment of sold packages, while also managing key relationships with corporate clients, high net worth individuals, third parties and rightsholders.
This role is based in STH’s Richmond office three days per week.
What you will be doing:
* Support client mindset mapping to identify key preferences and emerging trends, helping to refine communication approaches and enhance client engagement, satisfaction and retention.
* Contribute to the Customer Relations Working Group, collate previous initiatives and monitor guest feedback to drive continuous improvement across customer touchpoints.
* Act as the main point of contact for clients once a sale is made, managing inbox communications and response times to ensure timely, consistent and professional interactions.
* Work with the Marketing team to build and maintain the client centre and manage inbound communications to ensure clients receive accurate and timely information.
* Oversee client data from point of sale through to post-event. Produce sales reports and lead post-event survey processes, generating insights that guide future product development.
* Support Account Managers on all STH UK events, working closely with internal teams to improve collaboration, streamline planning and enhance client satisfaction.
* Manage project mailboxes and support Sales, Travel and Account Management teams with administrative tasks that ensure smooth operations.
* Manage guest invitations, confirmations, ticket distribution and catering arrangements to ensure efficient event delivery and a positive guest experience.
* Distribute inbound leads, process dietary requirements, validate addresses and produce itineraries in collaboration with internal teams to ensure accurate fulfilment.
* Represent Customer Relations when dealing with clients, suppliers, agents, venues and other stakeholders, building relationships that support the wider business.
What we're looking for:
* Experience managing client relationships within hospitality or events, with a strong record of improving client satisfaction and retention.
* Excellent verbal and written communication skills, with the ability to engage confidently with a wide range of clients and stakeholders.
* Maintains a positive and resilient approach in challenging situations and adapts effectively to meet client and business needs.
* Demonstrates initiative, energy and confidence in customer-facing situations and contributes positively to marketing activity.
* Able to manage time effectively and prioritise tasks to ensure productivity.
* Looks for opportunities to enhance processes and support continuous improvement.
* Anticipates challenges and takes action to resolve them early.
* Consistently maintains high levels of professionalism, including confidentiality, integrity and reliability.