Manager, Customer Experience and Analytics

ON BOARD EXPERIENTIAL

On Board Experiential (OBE) is an award-winning, full-service, experience-led agency that creates meaningful brand experiences worldwide. We work out of our homes and physical offices in San Francisco, Los Angeles, and NYC, or wherever our adventures take us! Our clients include Nike, Meta, JPMorgan Chase, Cheez-It, Mrs. Meyer's Clean Day, and SEPHORA, to name a few. We know, "Cool, cool, but what's it like to work at OBE?" We thought you'd never ask. Event Marketer has recognized OBE as one of the best places to work in events and well, we couldn't agree more.

The most important part of our business is our people. They are hardworking, brave and make magic happen on the regular. But under each majestic exterior is a human deserving of a healthy work-life balance. That's why we believe in recovery days, happy hours,friendly but competitive fitness challenges, company retreats and agency yearbooks.

We conduct open meetings to facilitate discussions that heal, inspire, and bring us closer. We encourage each other to bring our whole selves to work. We want to hear about your lived experiences and unique perspectives. We don't just want you to be unapologetically you: it's part of the job description.

SUMMARY OF POSITION

The Manager, Customer Experience and Analytics is responsible for event registration growth and Customer Experience requirements of a global running event series. Event Customer Experience processes, system knowledge (technical), marketing communicating registration support processes and solutions to external customer service staff and tracking of external inquiries.

Key responsibilities include: understanding and implementation of current registration system(s) requirements for all locations, registration system documentation of processes and terms for online sharing, system issue data reporting and communicating troubleshooting for all in-person events for the series, escalation and accommodation processes for all external inquiries, working in collaboration internally and externally with customer service staff, clients and suppliers.

Reporting to the Senior Manager, Customer Experience and Analytics, the Manager, Customer Experience and Analytics is an integral part of the project team to help deliver a great participant event Experience and meet client expectations and benchmarks.

As Manager, Customer Experience and Analytics, you will collaborate with internal teams, subject matter experts, key client stakeholders, global suppliers, and product teams. You should be unafraid to ask question, acknowledge what you may not know, offer your own ideas while working comfortably with the rest of your team, other departments, and personnel.

**NOTE: The preferred location for this position is to be based out of our Ney York office. However, we will consider applicants to be based out of our Los Angeles or San Francisco (Mill Valley) offices.

ESSENTIAL JOB FUNCTIONS

• Provide support to local race organization for all aspects of event registration processes.
• Develop complete understanding of custom online event registration system and other digital platform capabilities and limitations.
• Provide communication/documentation support of event registration systems and processes
• Implement and manage escalation, accommodation tracking processes for all inquiries received from external customer service team.
• Manage relationships with external customer service teams with internal team members.
• Manage direct reports coordinator level positions, if applicable.

PROJECT SPECIFIC JOB FUNCTIONS

Registration and Digital Platform Support

• Registration system setup, operation, data reporting for all in-person events for the event series
• Serve as lead digital platform manager for stock and/or semi-custom digital platform
• Ownership of digital user journey for stock and semi-custom digital platforms
• Provide recommended updates for registration-related content on the event series website, including FAQs and team captain tools
• Prior to registration opening, complete QA on full registration journey including but not limited to payment processing, reporting, team captain and participant account creation and user dashboards within the registration system
• Provide support to global supplier teams relating to training, testing and setup of the registration system
• Setup event registration pages per market prior to registration opening and closing dates

Customer Experience

• Operate the Customer Service function both in a direct to customer capacity and/or an oversight capacity in managing customer service suppliers
• Track the system access of internal and/or external customer service teams
• Monitor, escalate, and respond to customer service inquiries on multiple projects/events
• Communicate solutions and provide training materials, including review of FAQs
• Work with customer service staff on system troubleshooting and recording of issues
• Management of internal and/or external customer service teams covering both technical and operational support across multiple projects- as well as supporting on multi-event/complex projects
• Support of external customer service program initiatives across multiple projects/events
• Review, approve, process and record payment inquiries, manual payments, and refunds

Data Reporting, Analysis, and Visualization

• Provide data analytics and visualization (presentation) by pulling and reporting on metrics, performing data analytics, and storing/archiving data reporting
• Pull reporting for event series and locations from the registration system
• Prepare and QA reports for usage
• Manage storage of reports for historical analysis
• Post-event reports of locally deposited entry fee income, hospitality income and sponsorship income (if applicable)
• Implementing external customer service issue tracking process and reporting
• Reviewing monthly and summarizing quarterly all issues
• Monitoring submissions of weekly data sets for KPIs, tracking issues and payment inquiries

DESIRED SKILLS AND EXPERIENCE

EDUCATION / EXPERIENCE

• Minimum 3 years of experience in customer service, data analysis, marketing, and/or events
• Minimum 5 years of experience in Event Registration systems, or similar
• On-site event management experience a plus.
• BA/BS in Customer Service Management, Data Analytics, Marketing, Business Administration, Communications or related field a plus.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• Strong interpersonal and written communication skills.
• Experience with managing event registration and outward facing customer service experience
• Must understand database construction
• Proficient in Excel and exporting data into spreadsheets
• Proficient with working in online systems
• Proficient in writing communications at the email level
• Comfortable manipulating data for analysis
• Understanding of event registration.
• Must be comfortable with email and video conferencing

OTHER QUALITIES AND SKILLS

• Natural curiosity—the drive to always be learning and growing, professionally and personally.
• High energy and flexibility in working non-traditional hours as needed (some nights and weekends as deadlines and international events in different time zones dictate).
• Willingness to travel up to 15% of the time.

Compensation Range: $70,000 - $100,000 annually. This is the pay range OBE believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on level of experience, relevant skills, professional certifications, market pay, and demand for the role. OBE reserves the right to modify this pay range at any time. For this role, Benefits include: medical/dental/vision insurance, employer paid basic life and personal accident insurance. Also included: Annual Profit Sharing/Bonus Plan based on the company's performance and your individual performance, 401(k), Healthcare Flexible Spending Account, Dependent Care Flexible Spending Account, PTO, STD/LTD insurance benefits.
On Board Experiential is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.