Job summary/ overview
This role resides in the Records Creative Team (RCT), the department that oversees the creation and review of records and provides creative record solutions to internal and external customers.
This role exists to provide exceptional customer service, representing the Guinness World Records (GWR) brand and explaining policies and processes for a specific territory. This role is oriented at servicing commercial clients. This role also exists to support the Head of RCT to match GWR growth goals and business plan for the region.
This role is critical for GWR and is designed to support all Commercial activities in a particular geography. The Records Manager is part of a team focussed on developing the business within India. GWR recognised that a critical competence to grow the brand and our business in one territory is to have a record management dedicated to that territory. Their main mission is to provide excellent service for internal and external local customers.
Their responsibilities include processing applications, conducting research into new record ideas, reviewing evidence, facilitating creative sessions, booking, advising and managing adjudicators, supporting internal departments, project managing large projects, providing expert knowledge on record breaking in their territory, conducting and role modelling proactive territory research, identifying talent.
Essential Duties and Responsibilities
Application processing
- Process applications: Take ownership for processing applications for clients. Respect application timelines and individual targets. Provide accurate, relevant and timely answers, using the RMS and direct correspondence with client (phone, email and face to face) efficiently, documenting all actions in Salesforce/RMS.
- Assessing new record titles: Has extensive knowledge of existing records and formats and can easily spot opportunities for new formats. Has a creative mind when it comes to records and can conduct in depth research and reach out to external bodies. Use language skills to understand and interpret applications and match it to the most relevant record or client brief.
- Writing guidelines/research/propose minimums: Competent in writing and finalising guidelines for GWR formats showing initiative. Amend existing guidelines and record entries when necessary. Discuss new record ideas and guideline amendments with Category managers and follow global policies for record evaluation, work with CMT to finalise and approve titles.
- Reviewing evidence: Review GWR record evidence accurately, identify issues, discrepancies and fabrications. Can support Senior Records Manager in the review of more complex record evidence. Approve the record on the RMS correctly writing record text and creative further info.
Project management
- Internal liaising: Working closely with internal project teams to understand changing project dynamics and pressures, and ensuring they’re addressed.
- Risk Analysis: Identifying potential challenges early in the process, so solutions and work arounds can be created quickly and efficiently.
- Communication: Proactively distribute information and communication to all parties, creating transparency and clarity.
- Process structures: Managing and working on more complex projects involving addition process structures.
Customer Service
- Complaints (external customers): First contact for complaints resolution, acknowledge concerns and provide initial response. Working with PR or legal if necessary, to create appropriate answers. Escalating any high-risk complaints.
- Complaints (Internal customers): Act as the first stage of escalation for complaints from our commercial team, where necessary escalating issues to Senior Records Manager.
- Provide creative record-breaking solutions: Participate in team brainstorm sessions and Records Labs in order to help develop creative record-breaking solutions that meet with the clients brief.
Adjudications
- General: Undertake adjudication training/act as a more senior coach at events, gain experience in adjudicating/coaching a variety of record categories. Represent the brand as an ambassador (embodying GWR values) at adjudicated events (as the adjudicator or shadowing).
- Bookings: Book and manage adjudicators for any events taking place in their territory, ensuring that the adjudicator has all the required information and they’ve accepted the invitation as well as supporting the client with logistical details (including precise costings) and acting as the liaison between the client and the adjudicator.
- Approvals: Learn to carry out an initial check of adjudicated records taking place in territory before Head of RCT provides final sign off.
Research and Analysis
- RCT research: Carry out research before sending a record suggestion to CMT explaining research and own opinion, ask clear questions/give comprehensive briefs to CMT.
- Client type research: Proactively research and suggest content, commercial leads, partnerships, talent and ideas that match the regional office strategic goals.
- Partnerships and institutions: Research and initiate new partnerships, for the validation of records, creation of record content and commercial opportunities.
- Marketing support: Provide research and knowledge support to the marketing team with record information and fact finding to support the proactive marketing of records for commercial use.
Other Knowledge, Skills and Abilities
- Customer services background - experience with B2B and B2C clients.
- Preferably multi-lingual (depending on assigned territory).
- Strong knowledge of cultures and customs within relevant territory.
- Can report on RMT statistics and trends from their territory both anecdotally but also in reports and presentations.
- Problem solving, can identify an existing process to deal with the situation or issue.
- Ability to prioritize work using time management and organizational skills to meet tight deadlines.
- Capable of working independently and proactively while multi-tasking.
- Enthusiastic, with a passion for the GWR brand.
- Good communication skills (written and verbal), externally and internally.
- Ability to work effectively with other GWR departments and build relationships.
- Results oriented.
- Experience in talent identification/resourcing for content projects.
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