Hospitality Operations & Account Manager (1Yr FTC)

Federations & Major Events
United Kingdom
Full Time
Competitive
4 / 07


Full description

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Vitality Women's FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.

The Role

We have an exciting opportunity on a fixed term basis for a Operations and Account Manager to join our Club Wembley division, who will be responsible in producing a first-class delivery and customer experience for all hospitality guests, staff, and contractors.

The successful candidate will manage the operational planning, testing and delivery of key hospitality spaces throughout Wembley Stadium. You will also be required to identify opportunities to improve the value proposition and to create retention opportunities.

We are looking for an individual who will be able to manage, develop, and retaining relationships with Club Wembley Official Ticketing, and Overseas Travel Agents (OTA) by providing a quality membership service with an authentic, professional approach at all times.

Key Accountabilities:

  • Manage core project team to deliver operational plans with wider stakeholder family - DNC, Sales, Account Management, Membership Services, Events team etc.
  • Lead manager on behalf of Club Wembley for designated core and option events, leading all relevant meetings and completing Event Management Plans.
  • Collate feedback from designated sources event by event and provide ongoing reports and operational feedback across hospitality.
  • Club Wembley point of contact for designated hospitality lounges, monitoring this through the course of each event and quickly addressing any issues as necessary, including table plans where required, booking host staff and entertainment where appropriate.
  • Lead on assigned projects to continue to improve our hospitality operation.
  • Ensure that the OTA and retention strategy is delivered by owning and building excellent account management relationships with potential and existing Club Wembley OTA partners.
  • Ensure annual satisfaction and renewal targets are achieved.
  • Develop and maintain key relationships and keep accurate records of customer interactions and relevant information using the CRM system, always ensuring compliance with GDPR.
  • Use intuition and creative thinking to deliver solutions and resolutions to complex challenges and queries for Club Wembley OTA partners.
  • Identify opportunities to create improved value within a commercially viable proposition for Club Wembley OTA partners.
  • Executes additional tasks as required to meet FA Group and specifically the Operations Departments' 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:

  • Experience of managing and organising large workloads,
  • Experience of working to strict timescales and meeting deadlines,
  • Experience of event management, specifically large-scale hospitality functions,
  • Experience of project management,
  • Flexible approach to working hours,
  • Experience of client management in a members club environment,
  • Experience of interacting with a catering provider on large scale functions.

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.

Please be aware that unless you are on a homebased contract, your contract with The FA will specify a fixed location of either Wembley Stadium, St. George's Park or our Processing Centre.

We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

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.

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