Customer Sales & Services Manager

You will be working for Layered Reality, London’s leading immersive digital entertainment company currently running two experiences: Jeff Wayne’s The War of The Worlds: The Immersive Experience and Gunpowder Plot: A Tower of London Immersive Experience. These experiences combine theatre, technology and physical sensations. Layered Reality’s multi-award-winning experiences have over 12,000 five-star customer reviews and are rated London’s #1 Immersive Night Out, a Tripadvisor Traveller’s choice, ranking top 10% of all attractions globally according to TripAdvisor.

We are hiring a Customer Sales and Services Manager to manage customer queries, drive group bookings and process sales. You will be responsible for converting incoming enquiries and managing bookings of all sizes from conception to delivery, maximising every revenue opportunity, while ensuring that they create an unforgettable experience for our guests. You will be asked to process Historic Royal Palaces bookings and house orders as well as generate revenue in group and affiliate sales. To do well in this role, you will naturally put the customer first and need to be able to remain calm when guests are disappointed or frustrated. You will be data-focused and use that skill to help improve the experience for future guests. You will escalate complaints where necessary. This integral role will be the main point of contact between the events and the customer, so excellent communication will be essential. We are looking for someone resourceful with a positive, can-do attitude who will be able to react quickly and rise to the challenges posed by live events. 

Benefits
Fun working environment.

Hybrid flexible working (3 days office & 2 days WFH)
Company social events.
Discounted food.
Theatre tickets.
Layered Reality Birthday off.
23 days holiday plus Bank Holidays.
Additional holiday day for each year of completed service.

Converting incoming enquiries and manage group bookings to maximise every revenue opportunity and ensuring every detail of a booking is accurately communicated to the venue team to enable them to deliver 

Managing tour operators and affiliate relationships to help drive ticket sales  

Ensure guests receive the ultimate experience by offering the most appropriate activities, packages and setup available based on their requirements

Maintaining the highest level of guest satisfaction by adhering to thorough, high standard enquiry handling and booking planning processes, ensuring a smooth and premium customer journey

Maximise all sales opportunities through upselling and building strong relationships with guests

Providing eloquent, professional proposals which meet guest requirements and arrive within the agreed time

Arranging and conducting venue show rounds, as and when required, to increase chances of high value booking conversion

Liaising with 3rd party agencies to handle incoming enquiries and successfully convert them into confirmed bookings

Achieving pre-booked revenue team targets on a monthly and quarterly basis

When required, taking part in proactive team activities, including but not limited to, upselling sessions and past booker contact

Maintaining a positive, empathetic, and professional attitude toward customers always

Responding promptly to customer and group booking inquiries

Communicating with customers through various channels, including emails, social media and in person

Acknowledging and resolving customer complaints

Knowing the shows inside and out, so that you can answer questions
Keeping record of customer interactions, transactions, comments, and complaints. Using this data and the learnings to improve the experience for future guests
Communicating and coordinating with colleagues as necessary, especially in the marketing, social and PR teams
Providing feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support

Strong and confident communicator with excellent interpersonal skills
A solid team player
Proactive and self-motivated; ability to use initiative
A sales driven individual with a positive personality
Ability to build authentic, productive business relationships
Good negotiation skills
A proven ability to think and act with speed and efficiency in a fast-paced environment
Exceptional organisational and administration skills with superior attention to details

Job Details
Job Title: Customer Sales & Service Manager
Responsible To: Head of Marketing
Job Type: Full Time - 5 days per week (including weekends)
Start Date: October 2024
Probation Period: 3 Months
Pay: £30k plus sales commission
Location: Central London

Diversity & Inclusion
At Layered Reality, we embrace the power of diversity because we believe that our differences are what make us strong. We recognise that each team member brings a unique perspective, background, and set of experiences to our company. Just as every immersive experience we create is a blend of different elements, we know that a diverse team is essential for crafting unforgettable memories. Inclusion is at the heart of our values because we understand that to truly connect with our guests, we must first connect with each other. Join us in celebrating diversity and inclusion as we embark on a journey to create immersive entertainment that resonates with every individual.

Application Process
If you’re enthusiastic, proactive and friendly with solid sales and customer service experience, we’d love to hear from you. To apply for this exciting opportunity, please submit an up-to-date CV along with a Covering Letter that outlines what you can bring to the role and why you would like to work for Layered Reality. We look forward to receiving your application!