We are a destination for over 500,000 guests each year where passion, elegance, and celebration converge and it is our team of behind-the-scenes heroes that bring every intricate detail to life.
From hosting our flagship event, Royal Ascot, to pioneering sustainable practices, we are committed to building a Global lifestyle brand, wrapped around the world class horse racing we run.
At Ascot we believe in preserving the beauty of our surroundings and minimising our ecological footprint. From eco-friendly initiatives to community engagement programs, we strive to make a positive impact on both the environment and the lives of those around us.
We are currently seeking a Royal Enclosure Manager to join our Memberships department on a maternity cover basis, based in our offices at the racecourse in Ascot, Berkshire.
A fixed term contract role which we anticipate will be from October 2024 to September 2025.
A prestigious and varied role with a primary focus on the delivery of the Royal Enclosure Office, including the highest level of client servicing, fulfilment and the management of a large, temporary team of direct reports.
Dating back to 1790, the Royal Enclosure is at the heart of Royal Ascot and considered to be a key USP. It is the duty of the Royal Enclosure Manager to be respectful of its intrinsic value and to provide an efficient and well run delivery of service to the membership. It is also the duty of the Royal Enclosure Manager to protect the heritage and longevity of the Royal Enclosure whilst continuing to drive improvement of the offer to Members both during and outside Royal Ascot.
The Royal Enclosure Manager is responsible for the management and delivery of customer servicing elements relating to the Royal Enclosure and its Members, as well as the management and maintenance of all data and fulfilment for the Royal Enclosure. The role will work closely with the Senior Membership Manager, in delivering excellence for Members in the lead up to, and throughout, the Royal Ascot annual cycle, including recruitment of the temporary team, team and stakeholder management, live delivery, debrief and strategic planning.
Principal Responsibilities:
Management of all Royal Enclosure budget cost lines
Delivery of the Royal Enclosure badge revenue budget, including provision of weekly sales reports
Execution of a protocol based customer service for a wide range of important stakeholder groups including, Royal Household, Lord Lieutenants, Heads of Missions, Racing Bodies and other national and international visitors
Recruitment of a temporary team to fulfil the requirements of the Royal Enclosure Office delivery
Personally exemplify exceptional customer service standards, and train, mentor and manage seasonal temporary team to deliver the same standards
Working with the Senior Membership Manager, develop and deliver in collaboration with the marketing department, a robust and engaged communications plan for Royal Enclosure Members
Manage the most efficient process for the purchase and fulfilment of all Royal Enclosure Membership Badges
Manage and oversee the fulfilment of the Royal Enclosure badge dispatch operation, including location, security, storage and Royal Mail
Manage all enquiries and communication for the Royal Enclosure
Liaison and management with internal and external stakeholders for printing, ticketing and all related collateral
Development and maintenance of software to support badge sales, customer website and membership portal
Act as the primary representative during Royal Ascot for all Royal Enclosure troubleshooting and operational escalation issues
Manage all areas of the Royal Enclosure Office during the Royal Meeting
Oversee the administration of Car Park One & Two subscription car parking for the Royal Meeting
Oversee the management of Car Park 7
Oversee the management of Royal Enclosure Garden Restaurant bookings
Oversee the administration and delivery of the Winning Post Gardens and Saddling Club concept, and any new Membership products that are developed to enhance the experience during the Royal Meeting
Oversee the training of Royal Enclosure Dress Code Assistants
Comprehensive audit and badge reconciliation annually for the Royal Enclosure Working with the Senior Membership Manager provide input for annual review of the Royal Enclosure with recommendations on improvements, amendments or changes required
Attend and assist with Ascot race days as required in the lead up to the Royal Meeting to support Membership groups with their bookings
Continue to improve the operational and administrative processes involved with the delivery of the Royal Enclosure and a temporary team
Strive to achieve best in class staff training for the Royal Enclosure Office, providing clear guidelines and instruction
Support data management with marketing and external agencies to ensure accuracy across our data pool of Members
Achieve best in class client service delivery
Closing date 27 Sept 2024
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