Venue Experience and Operations Manager at Southampton FC

Southampton FC is recruiting for a Venue Experience and Operations Manager to join their team at St Mary’s Stadium.

What is the role?

We have an exciting opportunity for a proactive Venue Experience & Operations Manager to oversee all aspects of venue management, ensuring a high-quality experience for visitors whilst maintaining operational efficiency.

You will lead the development of fan engagement, visitor experience and customer services throughout the club and work on projects to improve existing and upcoming services offered.

What will you be doing?

Venue Experience

Develop and implement strategies that enhance fan engagement and improve the visitor experience. This role will involve working with the Fan Advisory Board and other supporters’ groups, leading a mystery shoppers programme and managing the recruitment and onboarding of matchday staff and developing training programs to ensure high-quality service.

You will also lead projects to improve accessible facilities, create transport and parking strategies and grow attendances at women’s matches. Additionally, you will collaborate on developing a non-matchday visitor strategy and digital journey, while continuously improving the overall stadium experience for fans and visitors.

Operations

Oversee stadium operations on match and non-match days. You will create and manage operational frameworks, ensure the stadium is ready for large events, and handle post-match debriefs and reporting.

The role also involves preparing and managing the Venue Experience budget, completing compliance paperwork and collaborating with Legal & Compliance and Commercial teams to develop and publish supporter charter policies in line with Premier League, EFL, and Women’s Super League requirements.

Management

This role will line manage our Venue Events Manager and Customer Services team. You will need the ability to guide and mentor the team, ensuring they have up-to-date personal development plans and regular reviews. You will hold monthly meetings to encourage collaboration and problem-solving, while managing team performance constructively and addressing issues promptly, fostering a positive and dynamic team environment.

Is this you?

The ideal candidate will have experience in delivering a customer experience strategy and implementing operational frameworks. They will be an excellent collaborator, working effectively across all departments, and a strong communicator with both internal and external stakeholders. The candidate should be resilient to change and demonstrate innovative problem-solving skills, taking decisive action when needed.

How this benefits you…

If you are successful, you can look forward to a healthy benefits package;

• Access to x2 free match tickets for every home league game
• Access to our staff Health & Wellbeing initiatives (Mental & Physical Health).
• Discounted Southampton Football Club merchandise.
• 26 days’ holiday per year excluding bank holidays plus your birthday off each year.
• Contributory Pension Scheme.
• Learning & Development opportunities – supporting you to develop your potential and achieve in your career.
• Free onsite parking.
• Cycle to Work Scheme.
• Collaborative & inclusive working culture.

Closing Date: 25th October 2024

Find out more and apply for the Venue Experience and Operations Manager job vacancy at Southampton FC.