Cherise Cross

Sales and Service Manager

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  • LocationLondon, United Kingdom

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About me

 

An enthusiastic operations professional who specialises in sales and customer service management with a specific interest in staff development and implementing processes and standards that will help the company maximise its potential. I have worked in retail and banking previously to working in theatre. I’m proficient at finding better ways to work and communicate information, and am successful at implementing changes to policy and procedure and ensuring they are understood and followed company wide. I have a good track record in identifying sales opportunities and I’m experienced in delivering new service and sales initiatives. I have experience using contact centres to maximise and initiate audience development and sales. I regularly use KPI’s to monitor standards and performance to targets in the box office. I am flexible and adaptable in my ways of working and always looking to improve the service my department provides. I have developed good relationships and have many contacts within the creative industry. I work well with technology and am able to learn new systems easily. I recently taught myself how to work as a CRM support for our ticketing system. I am highly analytical and able problem solver. I took the lead in setting up a staff training programme at the NT and have rolled the format out successfully to my colleagues.

Skills

 

  • Events
  • Creative Event
  • Presenting
  • Account Management
  • Administration
  • Business Development
  • Client Services
  • Customer Support
  • Management
  • Office Management
  • Problem Solving
  • Project Management
  • Sales Support
  • Coordination
  • Customer Service

Work history

2016

Sales & Service Manager

National Theatre

Dec 2010 - Jan 2016
  • • Management of 40+ sales team • Deputising for the Operations Managers in their absence • Complex rota planning using Silverlight programme • Ownership, development and management of Advance Membership scheme which currently has 27K+ members • Maximising sales revenue, motivating sales team to exceed targets • Managing a budget and implementing solutions to reduce costs • Using a CRM system to work to and report on KPI’s • Relationship management with sales agents, producers, internal clients During my time at the National Theatre my notable successes include: • Making the switch from postal member renewals to email renewals saving the company approx 22K per annum • Writing the internal cancelled show procedure used throughout the building • Writing a significant part of the Audience Experience training documents and workbook which given out to all new commercial operations and box office staff on joining • Devising the recruitment and training strategy for the sales department

2015

CO Director

8fold Theatre Company

Jan 2011 - Mar 2015
  • • Taking the lead on the company fundraising strategy • Budget management • Liaising with the press manager and making contact with key persons in the industry • Creating a marketing strategy and working with the producer and press manager to implement it. • Production coordination • Recruiting ensemble of creative’s and ensuring all work within 8folds creative manifesto

2010

Ticketing Manager

Ambassador Theatre Group

Dec 2008 - Dec 2010
  • • Managing a sales team and their ongoing training and development • Working to achieve challenging KPI’s and service standards • Managing ticketing set-ups, financial reporting, and reconciliation. • Collaborating with Marketing and external producers to initiate sales campaigns • Inventory management During my time at Milton Keynes Theatre my notable successes include: • Writing the internal document on Access Customer requirements and guidelines • Reducing the yearly staffing budget by 25K

2008

Client Services Manager

Coutts 24

Sep 2007 - Dec 2008

2007

Team Leader

Hsbc Bank plc

Jan 2001 - Sep 2007

Education

2016

Events Management

EMD Online

Aug 2015 - Apr 2016
  • Currently still studying this online course

2006

Drama

The University of Northampton

Aug 2003 - May 2006