At a Glance
- Tasks: Manage ticketing, supporter database, and provide top-notch customer service for our rugby club.
- Company: Join Ealing Trailfinders, a progressive rugby union club in West London.
- Benefits: Gain hands-on experience in sports management and customer relations.
- Other info: Perfect for sports enthusiasts looking to kickstart their career in the industry.
- Why this job: Be part of a dynamic team that drives supporter engagement and club growth.
- Qualifications: Experience in customer service or administration; strong IT and communication skills.
The predicted salary is between 25000 - 30000 £ per year.
ABOUT US
Ealing Trailfinders is an ambitious and progressive, rugby union club based in West‑London.
The men’s side compete in Champ Rugby, and the Women play in the Premiership Women’s Rugby League.
THE ROLE
Support Services Executive is responsible for the day-to‑day management of the club’s ticketing operation, club shop, supporter database and customer relationship management (CRM) system.
Working closely with the Marketing, Commercial and Community teams, the role will support ticket sales, maintain accurate supporter data and provide excellent customer service, helping to grow attendances, supporter engagement and commercial opportunities across Ealing Trailfinders Rugby Club.
As a club, our growth areas are local visibility, attendances, and the database.
DUTIES & RESPONSIBILITIES
- Ticketing
- Manage the club’s ticketing platform for all home fixtures and events.
- Support season ticket sales, group bookings and hospitality ticketing.
- Monitor ticket sales and produce regular sales reports.
- Respond to ticketing enquiries and provide excellent customer service.
- CRM & Supporter Database
- Maintain the club’s CRM system and supporter database, ensuring that information is accurate and GDPR‑compliant.
- Support email campaign delivery by preparing audience lists and maintaining data quality.
- Contribute to initiatives that increase supporter registrations and engagement.
- Connect with local Facebook groups and news outlets, both online and in print, to promote the club’s activities/promotions.
- Club Shop
- Support the day‑to‑day operation of the club shop, both online and on matchdays.
- Assist with stock management, ordering and merchandising.
- Ensure merchandise is displayed professionally and promoted through the club's marketing channels.
- Support the launch of new retail products and seasonal promotions.
- Produce regular retail sales reports and identify opportunities to increase merchandise revenue.
- Work with the Marketing & Communications team to plan and deliver retail campaigns that maximise sales of new product launches, replica kit, seasonal ranges and matchday merchandise.
- Reporting & Administration
- Produce regular reports on ticket sales, attendance, database growth and campaign performance.
- Support the administration of hospitality bookings and club events.
- Maintain accurate merchandise records.
- Marketing & Matchday Support
- Work closely with the Marketing & Communications team to ensure ticketing information is accurate across all platforms.
- Support ticket sales campaigns and promotional activity.
- Assist with ticket office operations and accreditation on home matchdays.
- Contribute to the successful delivery of club events and supporter initiatives.
- Collaboration
- Work collaboratively with the Commercial, Community, and Rugby Operations to support the club’s wider objectives.
- Build positive relationships with supporters, partners and colleagues, always providing a professional and responsive service.
- Other
- Be a strong, consistent example of all the Club’s values and vision.
- Promote, maintain and uphold the standards within the Club.
- Any other reasonable requests.
- PERSONAL SPECIFICATION
Essential
- Previous experience in an administrative, customer service or ticketing role.
- Excellent organisational and administrative skills with strong attention to detail.
- Experience using CRM or database systems.
- Strong IT skills, including Microsoft Office.
- Excellent communication and customer service skills.
- Ability to manage multiple priorities and work to deadlines.
Desirable
- Experience working in sport, events or hospitality.
- Knowledge of ticketing platforms (e. g. Ticket Co).
- Experience using email marketing or CRM platforms.
- An interest in rugby or the wider sports industry.
- #J-18808-Ljbffr
Supporter Services Executive employer: Ealing Trailfinders
Ealing Trailfinders is an exceptional employer that fosters a dynamic and supportive work culture in the heart of West London. With a strong emphasis on employee growth and development, team members are encouraged to take initiative and contribute to the club's success while enjoying unique benefits such as flexible working hours and opportunities to engage with the vibrant rugby community. Join us to be part of a passionate team dedicated to excellence both on and off the field.
