Customer Support and Event Sales Manager

Deadline for applications: Monday, 08 July 2024 at 9.00am.

Early applications are welcome: we are interviewing on a rolling basis so if you apply earlier we may speak to you earlier.

• 3 - 5 days per week (25 - 38 hours), depending on availability.

• Freelance, £18 to £26 per hour; or permanent at £31-£38k annual full time equivalent.

• Hybrid, with one or two days in offices near Liverpool Street.

• Starting in July.

About HiddenCity

HiddenCity create thrilling real-world adventure games, where players solve clues sent to their phones, as part of an unfolding story across the city. Experiences are critically acclaimed, with customers rating HiddenCity 4.7 stars out of 5. Games have been covered by BBC News, Time Out London, Metro, Evening Standard, Radio Times and more. HiddenCity partners include The Guardian, Eastpak, the City Of London Corporation, and EON Productions. The company's most recent game is 007: Shadow Of Spectre, a collaboration with the James Bond film franchise. Find out more about the games on the company website.

Following the recent growth of the company we are looking for someone to join the team to help us manage the increased operational demands of the business.

As well as directing day-to-day activities of the Customer Support team you'll own the corporate sales nurture process.

As a startup, you could help out with other parts of the business too, such as social media and business operations.

Key Responsibilities

• Direct the day-to-day activities of the Customer Support team to ensure HiddenCity meets long-term key performance targets.

• Own the corporate sales nurture process, maximising the opportunity for high-value sales, and be the point of contact for corporate customers.

• Do a customer support shift yourself each week so you become familiar with customer needs.

• Manage relevant budgets, systems, and tools.

• Liaise with the Games team to support delivery to customers.

• Support company-wide operations.

The ideal candidate will be an exceptional organiser and team leader, with a passion for event management, customer experience, and process.

Benefits

• Join a friendly team.

• Regular performance reviews to support your career growth.

• Complimentary tickets for HiddenCity games for you and your friends.

• Opportunity to spend about half your time remote working.

• If you join as freelance you could have the opportunity to switch to a permanent role, should you be interested.

• For permanent positions, 27 days holiday plus bank holidays, 4% employer's contribution to pension (on top of employee contributions).

Company culture

We seek to create exceptional experiences, reconnecting people with their inner child, through play. We achieve this through experiences that aim to immerse people in an alternative reality. Subtle things are important, and we convey this through considered branding.

You can expect to join a friendly team that divides their time between focused, thoughtful work and lively collaboration. Typically we split our working week between the office - a coworking space - and remote working, to allow for varied preferences.

The company adopts a philosophy of encouraging team members, once skilled in their job, to present their considered solutions to problems.

We value process, to prepare the groundwork for scaling the business, and make it easier for people to hand over their roles. We have a company-wide workflow process based on kanban.

There are weekly team meetings in the office where we check in on how everyone is feeling (with a mood meter!) and the leads of each function brief the team on what's happening in their area of the business.

We operate on a principle of near 100% transparency: almost all company information is accessible to all team members, including performance and pay. We aim for fairness, equal opportunity, and respect. You are expected to challenge, and be challenged, and, if needed, respect the final decisions of managers.

The company's Director of Happiness ensures we all go out for a meal together every few months, and on Wednesdays we have treats in the office.

Feedback from the team on culture includes "welcoming", "thorough", "ambitious", "loving of data", where there "always seems to be the opportunity to learn something new", and feeling "supported by any and all members".

You are:

• Able to work both collaboratively and independently.

• Creative, adaptable and exceptionally proactive.

• A confident and positive communicator, able to motivate teams, and close sales.

You have experience of:

• Leading teams.

• Working with customers, including sales.

• Designing and managing operational processes, and training a team to use them.

This role requires you to have your own laptop.

Your work will be about identifying problems and delivering solutions, so expect an application process that will enable you to test your problem-solving skills.