Experience Manager

Overview:

The Experience manager’s primary responsibility will be to lead all aspects of the registration life cycle

and day-to-day management of Let’s Do This. This role will work closely across operations and

marketing to ensure the day-to-day registration is efficient and provide a great customer experience.

This role will also play an essential function in helping to drive an improved customer experience.

Customer Service

• Work closely with the Customer Service team to resolve any complaints, issues, or problems directly.
• Establish a working relationship with operations.
• Take appropriate actions to ensure the participant has a memorable experience during event week.
• Confer with participants via telephone or in person to provide pertinent information.
• Recommend improvements in services and procedures to prevent future problems.

Participant Check-In and Race Weekends

• Maintaining an organized and timely process to get participants checked in as quickly and accurately as possible.
• Lead process development and SOPs for the registration and training of associated SWAT and volunteer staff. 
• Assist staff on race weekends as needed.
• Handle all questions, concerns, and issues throughout the participant check-in process when on-site at events. 
• Support staff with the awards distribution.
• Ensure that the computers for check-in are maintained and in good working order. 

LD Maintenance

• Create new LDT event listings and registration systems.
• Maintain registrant and event databases.
• Create reports and statistics for various departments as needed.
• Ensure correct refund policies are upheld.
• Generate codes for complimentary and sponsorship entries, and keep detailed records of each category.
• Ensure pricing updates are made within LDT and accurately reflected on the website.
• Work directly with Race Directors to ensure pertinent information is displayed on the website.
• Work with race directors on team start times and seeding.
• Provide Timing with downloads for the bib assignment.
• Work with marketing on post-event survey creation and distribution.

Database Management

• Manage registrants and event databases.
• Correspond and maintain relationships with LDT representatives.
• Pull requested reports and statistics for various departments.
• Generate codes for complimentary, staff,  and sponsorship entries.
• Upon request, withdraw participants from events and issue an appropriate refunds.

 Event Website Maintenance

•  Work with the marketing team to ensure websites have accurate up to date race information. 

 Program Management

• Conduct market research to improve company processes.
• Brainstorm and implement new programs into the Ragnar brand.
• Create and maintain project databases.

Your skill set:?

? Detail-oriented self-starter with the ability to prioritize projects, work within short time frames, and meet deadlines.

? Experienced with event registration and database management.

? Excellent interpersonal and communication skills with the ability to work effectively both independently and as a member of a team and multiple cross-functional project teams.

? Strong written and verbal communication skills.

? Excellent organizational skills and attention to detail.

? Excellent problem-solving skills.

? Excellent active listening skills.

? Proficient with Microsoft Office (Word, Excel, PowerPoint).

• College Degree
• High degree of organization
• Ability to travel (approximately 8-10 weeks) per season
• Ability to work under tight deadlines
• Strong attention to detail, Ability to prioritize and handle multiple assignments at once
• Exceptional written and verbal communication skills
• Proficiency in Microsoft Office
• Ability to lift 25-30 pounds
• 3-5 years of experience in event registration management

Physical demands and work environment: 

The physical demands and work environment characteristics described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This is a physically demanding role. The role requires spending long hours managing a significant

outdoor event and the ability to transport event equipment (up to 30 lbs). To complete essential

functions, this role must be able to communicate with co-workers in spaces with moderate to

loud levels of volume. The role also requires the use of vision in various settings (such as, but not

limited to, close, distance, color, depth, and peripheral vision).

Work Environment: The noise level in the work environment is usually moderate.

Must be comfortable working outdoors in inclement weather, heat, and/or humidity

This role requires travel approximately once per month. Currently,  that is about 8-10

weekends per year.

Salary range: $ 70,000-$ 75,000 per year.