Job description
ABOUT THE POSITION:
Speedway Motorsports is seeking a Director, Consumer Service, to play an integral role in leading our organization by leading a team of account executives who carry out the consumer service functions at all company speedways. The ideal candidate will develop, direct, and oversee all aspects of Speedway Motorsports consumer service policies objectives and initiatives.
The ideal candidate will adopt a GLOBE mentality. GLOBE stands for Generously Lending Our Best Efforts. This is done by holding themselves and their teammates accountable for taking our best practices “the last mile” – optimizing them for maximum value to all of our stakeholders while sharing insights on how to improve our company. The ideal candidate will also be a productive and proactive self-starter who is passionate about his/her duties and willing to put forth the extra effort in pursuit of achieve excellence.
RESPONSIBILITIES:
- Serve as the speedway’s Consumer Service functional leader
- Responsible for the success of all speedway Consumer Service teammates
- Develop and implement methods to record, assess and analyze customer feedback
- Develop and implement training and quality assurance programs for new hires and existing team members
- Develop service level standards focused on response times and issue resolution
- Establish policies, procedures and objectives that produce high quality customer service delivery and that reflect industry best practices
- Work closely and collaboratively with all departments and functional leaders along with speedway General Managers to support day to day planning/management of consumer service needs
- Direct day to day in-bound consumer service staffing levels
- Continuously gather information from the Marketing, Social, Communications and Events teams that will impact inbound volume and staff appropriately
- Ensure Chat Bots for each speedway and each event are consistently updated and optimized
- Create staffing models and set goals related to achieving consumer service levels for average speed of answer, abandon rates, occupancy rates and productivity
- Support achievement of goals for the grandstands and campgrounds for events and driving admissions and added-value revenue
- Lead and support the creation, enhancements and utilization of Speedway Motorsports business processes and templates including cross track staffing plans, utilization of CRM systems, training, budgets, and sales campaigns to meet objectives including:
- Monitor historical and real-time reports to ensure established staffing level and sales goals are being met while recommending adjustments based on call volume and service level goals.
- Leverage and enhance our CRM system to monitor individual performance metrics, suggest individual improvements, recognize success, and support the achievement of individual goals.
- Work with each speedway to develop account executive education leveraging consumer campaigns to create a frictionless ticket purchase process
- Consistently leverage internal and external resources to measure or enhance best practices for In-bound goals
- Chat bots
- Call performance metrics
- Added-value revenue
- Customer communications (email automation, texting, chat bots, outbound and inbound calls)
- On-going training
- Website purchase processes
- Mobile ticket utilization
MINIMUM REQUIREMENTS:
- Five to seven years of measurable success in consumer sales
- Willingness to work with teammates across the entire organization to deliver measurable results
- Commitment Speedway Motorsports Principles:
- Take care of teammates
- Be known for remarkable events
- Positively impact our community
- Profitably improve
- Excellent organizational skills and a strong attention to detail
- Superior verbal/written communications skills
- Strong leadership, project management and analytical skills
- Knowledge and ability to think strategically
- Entrepreneurial and optimistic spirit
- Position requires ability to work nights and weekends
- Position will require travel through Speedway Motorsports to support speedway marketing efforts
The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all work requirements that may be inherent in the position.
Speedway Motorsports is an equal opportunity employer.
colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.