Account Manager - Club Wembley

Federations & Major Events
United Kingdom
Full Time
Competitive
20 / 12


Full description

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grassroots through to the professional game, The Emirates FA Cup and the England international teams. We have two core assets: Wembley Stadium and St. George's Park.

The Role

  • Responsible for managing, developing and retaining relationships with Club Wembley members by providing a quality membership service with an authentic, professional approach at all touchpoints.
  • Identify opportunities to improve the value proposition, create retention opportunities and identify areas for revenue growth.

Key Accountabilities

  • Ensure that the membership services and retention strategy is delivered by owning and building excellent account management relationships with potential and existing Club Wembley members.
  • Ensure annual satisfaction and renewal targets are achieved.
  • Ensure existing and potential Club Wembley members receive a consistently excellent level of customer service in all interactions and that commitments are met and expectations exceeded.
  • Develop and maintain key relationships and keep accurate records of customer interactions and relevant information using the CRM system, ensuring compliance with GDPR at all times.
  • Day to day management of Club Wembley accounts
  • Be present at event day and Connections events as and when required.
  • Understand all Club Wembley products and intuitively know how to position them accurately depending on the customer profile.
  • Build and execute longer term strategic account plans and identify opportunities to upsell and raise Club Wembley brand awareness.
  • Work collaboratively with internal stakeholders in Hospitality Operations, Ticketing and Digital Technology to ensure the customer experience is consistently delivered at all touch points.
  • Use intuition and creative thinking to deliver solutions and resolutions to complex challenges and queries for Club Wembley members.
  • Identify opportunities to create improved value within a commercially viable proposition for Club Wembley customers.
  • Execute additional tasks as required in order to meet FA Group changing priorities.
  • Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.

What we are looking for

Essential

  • Proven experience and success in a fast-paced account management environment
  • Ambitious and driven to exceed service and retention KPI's and deliver performance beyond targets
  • Ability to deliver exceptional customer service and retain a professional approach in all situations
  • Excellent communication, networking and influencing skills with a clear, purposeful, and professional approach
  • Ability to multi-task
  • Resilient and tenacious with the ability to work well and in a calm, confident manner at all times

Desirable

  • Experience in sports, events or corporate hospitality account management environments
  • Excellent time management, organizational and follow up skills
  • Proactive problem solver
  • High level of numeracy
  • Skilled in Microsoft 365 software including Excel, Word, PowerPoint and Outlook

What we can offer you

  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
  • Attractive benefits and a competitive salary for the right candidate.

The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your application.

DIDN'T FIND YOUR IDEAL JOB?

If you didn’t find your ideal job create a job alert and get notified as soon as jobs matching your ambitions go live.

DIDN'T FIND YOUR IDEAL COURSE

If you didn’t find your ideal course create a job alert and get notified as soon as courses matching your ambitions go live.

DIDN'T FIND YOUR TRAINING PROGRAMME?

If you didn’t find your ideal training programme create a programme alert and get notified as soon as programmes matching your ambitions go live.

USERS WHO VIEWED THIS ALSO VIEWED

Emotional Intelligence Training – Develop yourself and Learn How to Develop Others.

Get certified to deliver the world’s most advanced system for measuring and developing emotional...
Online

UEFA Certificate in Football Management (UEFA CFM)

The UEFA CFM is the must-have foundation programme for anyone working in a football organisation who wants to...
Nyon

UEFA Executive Master for International Players (UEFA MIP)

A unique academic programme that equips former international players with essential professional skills to...
Switzerland

AUTOMATION MANAGER (Salesforce Marketing Cloud) – 12-month FTC

The LTA’s vision is “Tennis Opened Up” and its mission is to make tennis Relevant,...
London

Project Officer

The International Handball Federation (IHF) is the global governing body for handball, beach handball and...
Basel

Manager, Business Development Content (B2B)

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest...
Paris, France

People who applied here also applied to

Social Media Coordinator

The Social Media Coordinator will deliver SportsPro’s social media plan, optimising all existing content...
London

Sports Consultant

Legends is a holistic agency that specialises in delivering solutions for legendary brands. We approach each...
London, United Kingdom