COMPANY INFORMATION:
STH Group is a Sodexo Live! company, with offices in London, Auckland, Melbourne, Sydney and Miami - enabling a truly global reach and service offering.
Our Company partners with event owners to make the biggest sporting events in the world - even better! From the Olympic Games in London and Tokyo, the Cricket World Cup in England & Wales to the Rugby World Cups in Japan, England, New Zealand and France alongside numerous Grand Slam Tennis experience ventures, our award-winning team cover the globe to create travel and hospitality programmes with one simple ambition – to make the memorable, unforgettable for sports fans.
At STH, you belong to something greater; our experiences are unique and so are our people. Bring personality, your background and your desire for delighting others; in return we'll give you all you need to thrive.
This role will be part of an inaugural team to represent an exciting project of STH Group, a Sodexo Live company. Contracted through Sodexo Live as the U.S. operator, you’ll be part of a team to spearhead the STH Group’s first project – creating unforgettable fan experiences whilst endeavoring to establish a sustainable, long-term reputation and presence in the U.S. market.
Principle Function:
We are seeking a service-driven professional to deliver post-purchase support for premium travel and hospitality experiences for our World Baseball Classic Experiences. This role will nurture relationships with fans and corporate clients, ensuring every interaction strengthens their customer and fan journey. The ideal candidate will be passionate about client service, thrive in fast-paced event environments, and enjoy working collaboratively within a close-knit team.
Essential Responsibilities:
- Client Communications: Deliver clear, timely, and professional communications across the client journey to ensure clients are well-informed, engaged, and supported.
- Client Support & Resolution: Manage post-purchase enquiries, providing swift and effective solutions that enhance satisfaction and uphold STH’s premium service standards.
- Client Retention & Growth: Identify upselling and retention opportunities that increase client value and long-term loyalty, contributing to commercial growth.
- CRM & Data Management: Utilize CRM tools to track interactions, generate reports, and ensure data accuracy to improve personalization and service outcomes.
- Event Support: Deliver event-time support services onsite, ensuring a seamless and premium client experience at live sports events, while proactively resolving issues on the ground.
- Cross-Functional Collaboration: Partner with sales, marketing and event operations teams to improve service delivery and embed client insights into product development.
- Process & Resource Development: Contribute to maintaining FAQs, self-service resources, and internal processes that streamline support and reduce response times.
- Continuous Improvement: Gather and analyze client feedback to inform service enhancements, demonstrating measurable improvements in client experience.
- Team Support: Act as a dependable support within a small team environment, assisting colleagues where needed to ensure seamless delivery of collective goals.
Experience:
- Client Services: Previous experience in client service or account management within travel, hospitality, or events.
- Communication Skills: Strong verbal and written communication with the ability to manage diverse client interactions confidently and professionally.
- Technical Proficiency: Confident with digital systems and data management, ensuring accuracy and efficiency in supporting the client journey.
Key skills:
- Organised: Able to manage multiple tasks, priorities, and deadlines effectively.
- Proactive: Anticipates client needs and takes initiative to resolve issues before they escalate, always seeking positive outcomes.
- Client-Oriented: Thrives on delivering excellence, taking pride in creating positive experiences and going the extra mile to please clients.
- Collaborative: Works seamlessly with colleagues across departments to ensure consistent delivery of fan experiences.
Other requirements:
- Hours may be extended or irregular to include nights, weekends and holidays
