Role Purpose The purpose of this role is to support the Ownership Department in meeting our customer goals, elevating client development, retention, recruitment and customer loyalty.
In addition to supporting the wider Ownership team, the successful candidate will provide the highest level of customer care in all dealings with our owners ensuring we enhance client relationships and the overall ownership experience.
The responsibilities competencies required for the role of the Customer Relations Co-ordinator for Horse Racing Ireland are as follows: Key Responsibilities: Support the requirement of the wider Ownership team to deliver the ownership strategy with particular emphasis on the customer and building and maintaining trusted client relationships Activate daily owner communication including race day information, ticketing and post-race comms Act as the primary point of contact for existing and potential owner enquiries, providing professional helpdesk support and escalating complex queries as appropriate Work with the ownership team to develop the Ownership loyalty programme including developing partnerships and creating initiatives to enhance client experience, ensuring consistent, high-quality service across all touchpoints Assist in the planning and coordinating ownership events both on and off course Ensure the website is maintained and updated with relevant customer information Work with the ownership team and stakeholders to develop the CRM system to elevate client relationships and customer loyalty and assist in customer retention and growth Support the wider ownership team specifically in areas of marketing and social media support Liaise with all relevant stakeholders as required - internal teams, racecourses, AIR etc always being mindful of the owner as the customer and having customer needs at the forefront of all activities Work with t he team to monitor campaign results against established KPI's Any other duties within your capabilities and as assigned by your line manager Since racing is a seven-day business, flexibility will be required in your working days and hours to fulfil this role.
Skills and Experience required: A minimum of 2/3 years' experience in a similar role Excellent ability to organise, plan and prioritise with strong attention to detail and high-quality work output Excellent Communication and Customer Relation skills Email, Marketing and CRM Experience an advantage Event planning and coordination experience (not essential) Social media and digital marketing experience an advantage Strong computer skills including Word, PowerPoint and Excel Website management experience (not essential) Ability to work on own initiative, as well as part of a team Results Driven Be flexible, with the ability to learn and think quickly Display a positive, enthusiastic, can-do attitude Possess the ability to identify customer demands and requirements Keen Interest and knowledge of the horse racing industry necessary KEY CAPABILITIES Customer Focus Knows who the customer is Always interacts professionally with the customer and adapts own manner to suit the individual customer needs Takes pride in delivering a high-quality service to the customer and conveys interest, concern and respect for the customer Developing Self Actively seeks to develop by seeking feedback to gain insights for required improvement in performance Proactively identifies skills gaps and seeks manager and team support to address same Uses internal opportunities to learn about wider organisation along with knowledge of own role Energy Pace Displays an understanding of the importance of deadlines and an ability to meet same, striving to surpass expectations while maintain high standards for attention to detail and adhering to company procedures Approaches every activity with a desire for success and a 'can do' attitude Understands own goals and objectives and how these impact wider department objectives Innovation Change Brings potential solutions rather than problems to manager/colleagues Adjusts positively to changing tasks or responsibilities when needed and is comfortable with new technologies Seeks to modify the way own tasks are completed to make them more achievable Leadership Focuses on individual accountability in role and takes responsibility for the successful completion of own tasks Shows initiative and energy to get things done Is creative in approach and can think outside the box in terms of problem solving Team Illustrates willingness to help others and is approachable Builds relationships with team members and stakeholders Conducts all activities in the role holding a high level of respect for self, team, other functions and the objectives of the organisation HRI is an equal opportunities employer.
Interview candidates will be provided with any necessary reasonable accommodations when called for interview.