Premium Services Manager

Job Title: Premium Services Manager
Department: Commercial
Reporting: Head of Premium Services
Location:27 Great West Road
Salary: £30,000 – £35,000

Closing Date: 11 September 2022

Brentford FC is a bit different to other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play in a brand-new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Come join us.

Inclusion Statement
Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability, we welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities.

Safeguarding Statement
Brentford FC is committed to equality, the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the club, safeguarding is everyone’s responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the club’s commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team.

The Role of the Premium Services Manager
The Premium Services Manager will be responsible for the day-to-day management (sales and service) of our multi-year premium seat offering. Reporting to the Head of Premium Services and responsible for management and development of a team of Premium Executives. Core responsibility is to ensure the delivery of exceptional customer service to our client base, resulting in high levels of satisfaction and retention.

Main Accountabilities
• Management and development of premium services executives
• Day to day customer service of clients, including general enquires, complaints and finance
• Premium Seat Holder onboarding (including fulfilment and set-up)
• Develop and maintain a clear communications strategy for the members ensuring effective engagement on a regular basis, including regular contact is achieved
• Work with marketing services to prepare high quality member materials
• Prepare detailed staffing plans for matchday in conjunction with Operations
• Achieve all monthly targets for package upgrades and retention
• Management of customer feedback and research ensuring full customer service satisfaction
• Attend regular meetings with key internal stakeholders to ensure collective delivery of high level of customer service to our premium clients
• Business reporting to Head of Premium (to include sales, post-match feedback)
• Planning and prioritising sales activities and prospecting contact towards achieving agreed sales targets and pipeline levels
• Ensure the creation and maintenance of appropriate client records in CRM
• Work collaboratively with other teams across the business and with external resources and organisations to ensure clarity of responsibilities, manageable workloads, and a happy teamworking environment.
• Attend matchday planning and debriefing
• Adhere to all relevant club policies.

General Club Accountabilities
• To comply with all Club policies, including health and safety, data regulations and other legal, ethical and social requirements
• To build and maintain good working relationships while maintaining a professional image
• To keep confidential any information gained regarding the Club and its personnel
• To maintain a flexible approach to work at all times

Key Internal Relationships
• Operations
• Marketing Services / Business Comms
• Catering Partner – Levy
• Finance
• Venue Optimisation

Person Specification – Essential Personal Characteristics
• Minimum of three years experience in a sports stadium premium/hospitality sales or service function (ideally football)
• Experience in managing a high performing sales or service team in similar role
• Proficient use of MS office applications
• A positive, bright and energetic demeanour
• Strong communication skills
• Determination and an ability to overcome complaints, objections and other challenging obstacles presented
• Ability to remain calm under pressure and exert a positive influence
• Professional, confident, self-motivated and enthusiastic
• Ability to tightly manage your time effectively and productively
• Resilience and perseverance

Person Specification – Desirable Characteristics
• Exposure to SecuTix ticketing and Salesforce CRM would be an advantage
• Desire for continuous personal improvement