Head of Customer Experience (Volunteer Position)

Gay Games is a sporting, arts and cultural festival which promotes diversity, inclusion and acceptance. Gay Games 11 (GG11) will be a co-hosted event, and it will be the first time in the 40-year history of Gay Games that the event will be co-hosted by two cities: Hong Kong and Guadalajara, Mexico.  GG11 will also be the first time that the event will be held in Asia, and in Latin America as well. GGHK will take place on 3-11 November 2023, the first event of its kind in Asia.  Under the theme “Unity in Diversity”, GGHK will feature a wide variety of inclusive sporting events, opening and closing ceremonies, a festival village, and arts & culture events. 

The Head of Customer Experience will be responsible for designing and implementing the strategy, process and leading the Customer Experience team. They will work closely with our operational teams and partners. The Head of Customer Experience will be a member of the GGHK Management team.

 
Essential Functions

The Head of Customer Experience will report to the Director of Customer Journey
The Head of Customer Experience will lead the delivery of customer experience/service, including, but not limited to:

  • Define and continue to develop the customer experience journey and process

  • Set up and manage Zoho Desk on line support ticketing system, take ownership for the subscription and management of the software licence

  • Work with the business teams to populate and manage our knowledge base and web page frequently asked questions (FAQ), for internal and external use

  • Resolve issues with participant registration system (Fusesport) with support from business teams, if needed

  • Proactively work with the GGHK organisation to understand issues and establish solutions

  • Proactively work with PR/Media teams to provide input and content for communication updates (newsletter, social media) with frequently asked questions (FAQ)

  • Define and revise standard operating procedures and standards and update the Customer Experience handbook

  • Provide regular updates/reports to Management teams and voice of the customer feedback

 
Competencies
  • Team player with ability to build and lead a team

  • Organised and structured

  • Project management experience a benefit

  • Excellent communication skills

  • Influencing and networking skills

  • Creative problem solving abilities

  • Inspiring and engaging leader

  • Awareness of LGBTQ+ culture – understanding advocacy/ally

  • Technology system savvy (Zoho Desk / Fusesport / Google Suite)

 

Required Skills/Abilities:
  • You will be the face of the GGHK! Excellent presentation and media skills are essential.
  • Proven influencing and negotiation skills. 
  • Experience of pulling together a complex event.
  • Excellent time management skills with a proven ability to meet deadlines, delegating where appropriate
  • Strong strategic thinking ability, including analytical and problem-solving skills.
  • Strong leadership skills with a focus on inspiring, motivating and coaching.

 

Position Type/Expected Hours of Work

This is a volunteer position. Hours of commitment will vary, expectation 10-15 hours per week.

Location

Hong Kong

Please submit your application of interest to  Steven Filby, HR Director: [email protected]
More about the Gay Games Hong Kong 2023

Gay Games is a 9-days international world-class diversity festival with multi-sports, arts & culture events and opening & closing ceremonies organised by the LGBTQ+ (Lesbian, Gay, Bisexual, Transgender, Queer, +) community, organised every 4 years. The goal of the Gay Games is to emancipate LGBTQ+ people around the world by educating people through sport, arts & culture events —in a spirit of better understanding. The Gay Games are organised by Gay Games Hong Kong under license of the the Federation of Gay Games. The spirit of equality is enshrined in the Games’ principle of inclusion: Participation, Inclusion and Personal Best.

GGHK will take place on 3-11 November 2023, the first event of its kind in Asia under the theme “Unity in Diversity”. Supporting organisations include the Equal Opportunities Commission, InvestHK, BrandHK and the Hong Kong Tourism Board.

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