Ceri Herd Email & Phone Number

United Kingdom

Client Relations: Maintain strong relationships with key clients, keeping them informed of project progress and ensuring their needs are met. Act as a liaison between clients and internal teams, effectively communicating issues and solutions.Support: Provide expert troubleshooting and support for our content management system (Craft CMS) and integrated systems such as Spektrix, Tessitura, and Ticketsolve.Training & Documentation: Conduct training sessions, create comprehensive support documentation, and prepare internal reports on support hours and tasks. Facilitate client training, usually conducted remotely, to enhance their understanding and use of our systems.Administrative Tasks: Prepare and send invoices, contracts and support agreements, and prepare monthly reports detailing work undertaken for clients.Project Management: this role requires effective communication, meticulous planning, and proactive issue management to ensure project success and client satisfactionKey Responsibilities:Issue Resolution: Write up issues, spec solutions, and ensure timely resolution. Test and sign off fixes, writing tests in advance for complex issues.Client Communication: Communicate clearly with designers, developers, and clients. Represent client interests within the business, sharing trends and technical issues with the team.Event Support: Act as a point of contact during major ticketing on-sales, ensuring smooth operations and client satisfaction.Skills:- Content Management Systems: Proficient in Craft CMS, with the ability to quickly learn and support additional integrated systems.- Communication: Excellent verbal and written communication skills, capable of liaising effectively with diverse stakeholders.- Time Management: Strong organizational skills, capable of managing multiple tasks and projects.- Client-Focused: Dedicated to ensuring client happiness and addressing any concerns promptly and effectively.

Fleet, Hampshire

Internationally exhibited artist. Accepted in the Click Pro community by a panel of judges. Contributing artist for Cavan Images (stock photography). Creatively capturing families, landscape and nature. Providing editing and constructive criticism services for other photographers. Working with online photographic communities.

Remote, Uk

Customer support role utilising Live Chat, Intercom and social media to assist photographers with their online gallery and portfolio system, Pass, and product orders. I am responsible for processing profit payments and handling PayPal disputes. Liaising with photographers, their clients, as well as B2B contacts, in this role it is essential to understand the users needs and identify ways in which they can interact with S&S products to increase their productivity and results, and communicate those in the most appropriate way for the user.

 Responsible and accountable for audience numbers and the customer experience for >400 events per year and for all audience communication. Successfully implemented a number of initiatives to encourage repeat bookers, increased interaction and loyalty. Box Office Manager, overseeing all operations and temporary staffing, liaising with visiting companies to manage hire contracts, working with colleagues to manage VIP events. Principal decision-maker for all ticketing and pricing structures, analysing sales trends and market competitors. Management of audience experience and satisfaction initiatives to encourage customer engagement, notably BBC Proms Plus audiences (c.12,000 visitors), programming and managing bolt-on events such as pre-concert talks, and improving catering provisions. Webpage development – creating RCM website’s Visit Us pages, designing within limited scope and integrating ticketing site to event pages. Product development – merchandise, sundries – successfully creating new and profitable income streams. Instigating and managing Facebook and Twitter accounts, increasing contact with student core market and widening emerging markets. Developed html email newsletter, from inception and design to on-going editor and processor of monthly newsletter and event-specific flyers, achieving a 40% average click-through rate. Artwork creation – advertisements, digital posters, advertisements, contact forms, postcards, merchandise items. Proof-reading and copywriting – season brochure, alumni magazine, flyers and website content.Key Successes Introduced and increased ticketing and charging in an environment where customers were previously used to an amateur set-up and free performances, sympathetically communicating charges, responding to customer concerns Increased snail-mailing list from c.400 to 3,000 over 4 years; increased email list from 0 to 3,300 over 2.5 years Increased Box Office revenue from <£30,000 to over £100,000 per year

 Project-based initiatives looking at the wider community and improving their experience with/at the RCM. Box Office Manager – issuing reports, creating events, influencing which events are ticketed and sold atwhat price, training, user support. Responsibility for administration, security and trouble-shooting for fundraising and contact database, Raiser’s Edge. Leading the integration of box office and fundraising softwares, preparing datasets. Based in the Woodhouse Professional Development Centre, creating and building relationships with students, giving advice on employment and promotion.Key Successes: Introduced pre-concert talks, utilising the educational strength of the institution for the wider public, gaining an average attendance of 50 Successful launch of Box Office website Successfully managed first implementation of Patron Edge and Raiser’s Edge integration in the UK

 Wide-ranging project-based position Box Office research and implementation Administration and assistant for community projects – gamelan workshops and RCM’s first junior summer school Business consultancy/liaison Frank Bridge Bequest administrationKey Successes: Leading Box Office project from recommendations to senior management to full implementation, centralising operations and creating new income streams

Unpaid degree placement

Ma, Cultural Policy & Management

Awarded MA with distinction Thesis topic: Addressing the funding gap through customer relationship management - strategies to utilise.

Bmus, Music, Specialising In Arts Administration & Management

Education record