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Job Details

Id: 9487

   

Sector(s):

Outreach, Learning + Participation

 

Finance, Fundraising + Development

   

Job Title:

Head of Community and Support

Organisation Name:

The Audience Agency

Organisation URL:

www.theaudienceagency.org

Location:

London, Manchester or home-based - North West

Salary:

£35,000 to £38,500 (plus London weighting)

Conditions:

Fixed Term

Date Posted:

29/05/2018

Closing Date:

29/06/2018

   

Job Description & Person Specification:

Head of Support & Community Full time – Fixed term for 12 months – with an option to extend.

Description of role and person specification

Deadline for applications: 15th June at 12 pm

For full job and application details, visit www.theaudienceagency.org/careers Interviews will take place, at our London office, on dates to be confirmed.

Please see the Application form for information about how to apply; please contact us on 0161 234 2956 or jobs@theaudienceagency.org if you require this information in an alternative format.

The Audience Agency

The Audience Agency is the national authority on audience behaviour and strategy. We are an experienced team of specialists working in the arts and cultural sector that provide a wide variety of audience insight, research and consultancy services. As a thriving, fast growing not-for-profit organisation we work with hundreds of clients that are comprised of organisations of all sizes across the sector, providing sound advice, cutting-edge intelligence and breakthrough ideas to develop and grow their audiences. For more information about our organisation see www.theaudienceagency.org

Background to the post

The Audience Agency operates one of the largest cultural data programmes in the world, with nearly 1,000 organisations using Audience Finder and related products. 4-year “Sector Support” funding has now been confirmed for Audience Finder from Arts Council England and a new programme of growth and development is planned as a result. This includes providing an extended range of products, ensuring a truly excellent user experience and building a strong user community.

Alongside its free products, The Audience Agency offers a wide range of paid-for enhancements and new products which respond to users’ needs and are essential to our business model. The Head of Support & Community will be responsible for developing an active and engaged community around our full range of products and a responsive support function to ensure that clients make the best use of both free and paid-for offers.

This new role will oversee a strong existing team that plays a vital role in ensuring excellent customer experience, and in delivering value to our users and stakeholders through product support and engagement.

Summary of the role

The Head of Support & Community will create and manage a new Audience Finder Community, ensuring an exemplary user-experience, building loyalty with users and enabling them to collaborate with us and each other is using data to develop audiences. S/he will shape and lead a team of highly motivated customer support officers to provide a client focus to reactive user enquiries and proactive community development. They will coordinate a programme of online and offline community (user) engagement through events and a PathFinder programme of Audience Finder “power users”. The Head of Support & Community carries responsibility for customer satisfaction and engagement targets. The role will also support product development by contributing to a user-centred design process, gathering feedback from users and articulating their needs. This role works closely with the Head of Accounts to support the wider sales targets, in particular, user acquisition and retention targets. This is a varied, creative and challenging role that requires extraordinary communication skills, demonstrable experience of arts marketing to the highest standard and a solid understanding of the use of data and insight in audience and strategy development. It is highly consultative and collaborative, working with both clients and The Audience Agency colleagues to adopt, adapt and apply The Audience Agency products.

The successful candidate will have a combination of recent arts marketing experience, cultural sector knowledge, and a customer service mindset, along with consulting, solution design, program delivery, and project management.

Primary Responsibilities

• Lead the Support & Community Team

• Formulate, deliver and oversee an Audience Finder Community development plan (including events and an online forum)

• Work alongside the Platform Director, Head of Accounts and Chief Technology Officer to ensure the dynamic development of product features and sales and an excellent user experience

• Ensure The Audience Agency delivers on ambitious targets for delivery of customer satisfaction, engagement, acquisition and retention

• Report regularly and effectively to the Executive and Board Lead the Team • Set and monitor team and individual performance and delivery targets

• Line manage the Product Support Manager and Product Support Officer • Work with the rest of the Technology Platform & Products leadership to develop the strategy

• Ensure the team are well briefed and using systems effectively

• Plan training and personal development for the team

• Follow the line management framework and encourage other line managers to do so

• Contribute to the prospect list (funding and sales priorities) Product Support & Delivery

• Model good practice in client management, support the team to understand user needs and behaviours

• Support the Accounts Team by delivering to clients in a timely fashion

• Record all support inquiries, including complaints resolution, in the CRM and share accurately and effectively with the relevant team members

• Serve as the escalation point for complaints

• Ensure the timely delivery of products to clients

• Resolve issues to maintain and strengthen customer trust

• Understand customer requirements and needs to offer suitable solutions AF Community

• Plan and deliver a series of Audience Finder User Events

• Develop an active Audience Finder community through online channels

• Co-ordinate an Audience Finder Pathfinders Programme as part of The Audience Agency’s Sector Support Organisation commitment to Arts Council England

• Develop and manage other such programmes as required

• Direct and oversee the development of key resources, working closely with the Comms & Content Team Business and Relationship Development

• Ensure excellent sector relationships

• Attending conferences and other networking opportunities as required as required

• Work in close collaboration with the Head of Accounts Senior Management Team

• Report regularly and efficiently on operational and strategic progress

• Co-develop organisational strategy and financial plans The Audience Agency as a learning & client-focused organisation

• To take an active part in all team planning, learning and training

• To share internally the insights and learning gained from your work

• To contribute to developing a cross-functional collaborative style of working

• To be aware of and act within the guidelines laid out in The Audience Agency Equal Opportunities and Diversity policies

• To act within the spirit and principles of the Audience Finder and Client Charter

• To be aware of The Audience Agency’s values and to conduct business with clients within their spirit

   

CONTACT DETAILS:

 
   

Name:

Gareth Davies
The Audience Agency

E-mail:

Gareth.Davies@theaudienceagency.org

Tel.no.:

0161 234 2956

Address:

Green Fish Resource Centre
46-50 Oldham Street
Manchester
Lancashire M4 1LE

   

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