Introduction

This document outlines all the individual roles that are relevant for the running of the club in conjunction with ManageMyMatch. Of course, many can be shared with the same individual and some may not be applicable or necessary right from the start. However, it is advisable for the club chairperson to be aware of them and to assign them to individuals as and when necessary.

ManageMyMatch is not just a computer system for the club. It is a service designed to promote racket ball sports play amongst all stakeholders and clubs are a pivotal part of that goal whereby we streamline the club’s operations through the service. So it is just as much a “way of doing things” as it is a system. The ultimate goal, from a club’s perspective, is that the ManageMyMatch way will reduce volunteer and personnel workload (improve efficiency) and increase membership and court utilisation.

To this end, roles and responsibilities (and the ease by which the club may rotate/transfer them) are a key part of the ManageMyMatch offering.

Club official

This is a generic role that more signifies important access to club and member details rather than any particular duties on ManageMyMatch, though they may well have. Members who are assigned “club official” status are listed as such in ManageMyMatch and are available for all members to see who they are and what role they play in the club.

A club official has access to ALL club related information, some of which may well be sensitive so far as the club is concerned.

Just as importantly, a club official has access to ALL member details and should thus be aware of data protection issues in this regard. ManageMyMatch privacy policy states to users that when they are linked to a club, club officials will have access to their personal details and, in many cases, to much of their activity with the club.

Some of the roles listed below require a club official status as indicated.

Implementations manager

Requires club official status. A role to oversee the ManageMyMatch implementation project plan. The implementations manager will need:

1. A good overall understanding of how the club currently operates
2. Good connections with most stakeholders within the club
3. A good appreciation of what ManageMyMatch can achieve for the club and how
4. Some experience of project management would be beneficial

This is a project management role. Working in close liaison with the ManageMyMatch implementations team, this person is the prime driver to see the implementation through to completion. While this role is clearly needed from the start, it is one which would be useful to keep so that the club has a point person to review and oversee further functional or operational improvements as these become available in ManageMyMatch.

ManageMyMatch supply the tools and materials to assist in the management of the implementation that includes:

• “Slack” project communications and repository
• Overall ManageMyMatch training on all aspects of the service
• Pro-forma project plan
• Member communication templates
• Stakeholder roles and responsibilities clarity (this document)
• All necessary training & guidance

Infrastructure support

This role involves implementing and maintaining the technical and physical changes that need to be made on site to accommodate the various capabilities of ManageMyMatch. This includes:

• Broadband, wifi, network routing and cabling
• Physical installation of kiosk screen, court-side clocks and other on-site ManageMyMatch devices
• Siting and Installation of door security hardware, including the physical locks
• Court lighting circuitry and high voltage relays
• Installation of bar/restaurant physical tills
• Electrical power supplies & routing to support the above

Typically, the above tasks are performed in conjunction with a qualified electrician where necessary.

ManageMyMatch supplies most of the componentry but does not generally supply installation expertise as clubs often have their own, site-specific experienced individuals who can undertake this work. That said, we can offer help and guidance on most aspects of the installation. ManageMyMatch does not supply the physical door locks (only the controllers) and does not supply network switches, routers, cabling or electrical wiring. ManageMyMatch does supply:

• Courtside clocks and Kiosk screens with mounting hardware
• Bar till(s)
• Low voltage lighting switch controller(s)
• Door security controller(s)

Security manager

Responsible for the door access control aspects of ManageMyMatch. This person would set the requirements of the club so far as what doors need to be access controlled and take responsibility for the physical installation. In addition they would be trained on how ManageMyMatch manages access control, through the membership as well as how to monitor, review, change and add other access permissions through our partner provider “Doorflow”. DoorFlow, like ManageMyMatch, is a cloud based service with a management console with which the security manager would need to become familiar.

Communications manager

The communications manager will be trained on the different tiers of ManageMyMatch functionality that involve member communications. A big part of this is the use of our partner provider “Mailchimp” that is a best-of-class emailing service. This person will need to become familiar with how MailChimp works and how ManageMyMatch integrates with it. The communications manager will want to assign and possibly train other individuals on how to create and send out emails to various segments of the membership. This role therefore assumes an “administrative” role on MailChimp allowing them to control who gets to do what in MailChimp.  

Membership support

This role is to provide members with the right support as they engage with the club through the ManageMyMatch portal. This does not mean technical support, of course, as this is provided by ManageMyMatch. But members will have questions and issues relating to how they are using the services of the club (booking courts etc) through ManageMyMatch.

Key to this role, therefore, is a solid understanding of how the ManageMyMatch user interface works from a member’s perspective and how to achieve typical tasks (e.g. credit their club balance). Some aspects of a member’s use may relate to a more specific domain like buying a subscription and this person should be aware of relevant colleagues to refer to.

Member registration is an important initial step for all members and this person would also cover the support of this process.

ManageMyMatch does have its own help capability and user support portal that members may also use and so this role will inevitably be shared to a certain extent with ManageMyMatch. ManageMyMatch may refer a support request it gets to this role if that is appropriate. Similarly the membership support role may ask ManageMyMatch to help with a support issue too.

In practice, the club has a vested interest to stay “personal” with their members and it is more often the case that a member’s problem or request is better dealt with by the club directly hence the need for this role.

Chair person

Requires club official status. The club chairman (or other appropriate designee) signs off on the ManageMyMatch implementation having gained an appreciation as to what the service has to offer for the club. The chairman is also responsible for reviewing and agreeing to the contractual terms of business between the club and ManageMyMatch. The chairman needs to appoint an implementations manager to start the implementation process. On an ongoing basis, the club chairman and colleagues will have access to various management reports within ManageMyMatch that will inform on many aspects of how the club’s services and facilities are being used. In turn, this will drive policy decisions as to how the club can best adjust itself to promote greater member participation and engagement.

Treasurer

Requires club official status. So far as ManageMyMatch is concerned, the treasurer will want to be able to explain monies arriving into the club’s bank account via ManageMyMatch and to report on the income the club is achieving from its various sales (bar, courts, subs etc). In addition the treasurer will need the facility to drill down into these figures and to report/review on member balances. To do so, the treasurer will need to use and understand the key financial components of ManageMyMatch which are:

• ManageMyMatch payments processing partners - Stripe & GoCardless
• ManageMyMatch member account and sales records - ePosNow
• ManageMyMatch transaction and sales records 

The treasurer will need to set up the club’s payment processor account (Stripe and/or GoCardless) and learn how to use its management console.

The treasurer will need to have and use an administrative login to the club’s ePosNow account which is a leading, integrated Point-Of-Sale cloud service that ManageMyMatch partners with. The treasurer will need to be trained on the use of ePosNow so far as how to get the most out of its reporting capabilities, how ManageMyMatch integrates and records member transactions through it and how to arrange any further hierarchies of accounting categories and products that the club sells.

The treasurer will also need to understand how these systems can be leveraged to feed into the clubs accounts system.

Membership secretary

Requires club official status. The membership secretary is responsible for defining all the various membership categories the club may have. To do this, training will be given on how these work on ManageMyMatch.

The membership secretary will also monitor and oversee the process of migration of all current members onto ManageMyMatch.

On an ongoing basis, the membership secretary will monitor new joiners which may involve club specific on-boarding processes, monitor subscription renewals, review and report on the membership profile and periodically update the membership categories as required.

All these tasks will require the use of many management functions within ManageMyMatch for which training and guidance will be provided.

Bookings manager

Requires club official status. The bookings manager is responsible for monitoring court bookings as well as setting in place bookings on behalf of the club. Mostly, however, the bookings manager will want to delegate booking requirements for various events to others in a controlled way. To do this the bookings manager will need to learn about the rich structure that ManageMyMatch has to federate booking responsibility with appropriate permissions.

The bookings manager may also set up court fees appropriate to the context. Booking permissions can be set in a number of contexts and can be limited to certain courts at certain times. These contexts include court fees and availability:

• according to subscription purchases
• depending on the event in which a match is being played
• for coaches
• for team fixtures

Events manager

The events manager is responsible for the complete spectrum of all events the club hosts. Most of these would be regular events like leagues or tournaments but could equally involve ad-hoc events be they social or game playing. The key role here is to understand how to “define” these events on ManageMyMatch. Once they are defined then the events manager can delegate the running of any particular event to an “event administrator”.

The events manager will need to understand the fundamental structure of how clubs, affiliates, coaches and other entities are supported in ManageMyMatch and how their activities and events all come together for execution within the club. Defining an event can be a trivial task, but ManageMyMatch provides great flexibility in this area and full training will be given to ensure the events manager can take full advantage of what ManageMyMatch has to offer.

Event administrator

An event administrator is responsible for running a specific series of events. Typically, the club would not have just one administrator but could appoint anyone in the club to be the administrator of a recurring event. The terms and conditions of the event will have already been set up by the events manager (thought these can be changed by the event administrator) and access to courts will have been curated by the bookings manager.

Administrating an event involves managing the work-flow of past, present and future events of a particular series, for example an annual club tournament from one year to the next. This means opening the next event, setting the dates and archiving past events. Typically the event administrator manages the details of each individual event which means setting up the draws and managing the joiners. However, this is listed as a separate role (event organiser) as the event administrator can allocate some-one else to do this task.

Event organiser

The event organiser is responsible for running a specific event or tournament. Different people could be asked to organise different events and this can be set by the event administrator. It is most often the case that an event administrator would also be the organiser of each of their events.

Organising a tournament is a detailed exercise that can involve a number of things: attracting and monitoring the joiners (who sign up themselves on ManageMyMatch), creating the draws, booking the courts, setting play-by dates and generally officiating the event. ManageMyMatch has a rich toolset to build and manage draws and each event organiser must understand how to use these tools in ManageMyMatch.

League organiser

The league organiser is a special kind of event administrator that uses the same tools to build the regular set of leagues. This role is differentiated only because typically a club designates one league organiser to do the leagues each and every month and it involves a specialised process that ManageMyMatch adopts that ensures an easy ride for the league organiser each month. A League organiser is an Event administrator and Event organiser rolled into one.

ManageMyMatch provides specific training for both league and tournament organisers together ensuring they benefit from all of ManageMyMatch extensive capabilities in this area.

Team Manager

The team manager is responsible for defining the teams that a club has as part of events that either it puts on or a wider affiliate puts on. Typically, therefore, the team manager would be involved in cross-club activities like county divisional leagues where the club has to decide what teams they would like to offer. This is a relatively simple role since once the teams are set up these are then run by the captains and used as input to a wider events organiser who, for example, might then build a match box for all teams.

Team captain

A team captain is assigned by the team manager and is responsible for building their squad, setting up the individual matches for each fixture and possibly booking fixtures (within constraints set be the booking manager) at their club.

The team captain will be required to understand & use specific ManageMyMatch functionality to achieve the above.

Club member

This role is already assigned! However, for the sake of completeness, it is worth listing here as club members will almost exclusively use one single, integrated online tool to engage with the club.

Club members have no access to almost all the functionality that supports the other roles described which is generally more involved. For club members they will need to learn how to achieve the basic necessities to take advantage of the club like Registration, Subscription purchase, court booking and event participation. There are many other features a member can make use of but these are all optional.

Every role includes the capabilities of a club member.