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Director Consumer Service

Speedway Motorsports

Director Consumer Service | Speedway Motorsports

Director Consumer Service

Speedway Motorsports


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Posted 1 month ago

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Location


Concord, NC, USA

Job Type


 Job Description

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

Qualifications RequiredQualifications Required

  • 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

How To Apply

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