Wembley Stadium is seeking a Tour & Retail Operations Manager who will primarily manage the Stadium Tour Operation and coordinate the day-to-day running of the stadium tour visitor experience.
You will oversee all aspects of delivery, including front-of-house, routing, and ticketing sales. You will also ensure that tour guides and support staff are in place and are working together to deliver a best-in-class tour experience to visitors at all times.
In addition, the post holder will support the Senior Commercial Manager as required with the day-to-day management of the Stadium’s onsite retail operation around event days when the Tour is closed (role split broadly 70% Tours / 30% Retail)
Although the FA is working within a hybrid model, due to the operational element involved in this role, the successful candidate will be based at Wembley Stadium full-time when the tour is in operation (circa 65% of the working year); therefore, it is essential the successful candidate can commute to Wembley Stadium.
Key responsibilities:
- Managing the day-to-day operations of the Wembley Stadium Tour, carrying out all delivery aspects, including visitor experience, routing, ticketing, admission, and signage.
- Manage the casual Tour Hosts, ensuring they are motivated and retained, overseeing all aspects of rotas and scheduling, ensuring enough coverage for the daily operation and working within budget.
- Maintain and manage day-to-day front-of-house systems, including the ticketing system and photography equipment, liaising with third-party suppliers where required regarding any operational issues.
- Coordinating administration changes and updates to the online ticketing platform as required, i.e. price changes, new offers and promotions, and calendar updates.
- Before opening, ensure that the entire tour route (including all locations and thoroughfares) is clear of trips, slips, and hazards in keeping with PEAPS standards and in readiness for opening.
- Responsible for processing monthly casual payroll and tour billing.
- Authorising and checking the final banking and cashing up at the close of business as required.
- Manage internal stakeholder relationships with the Stadium Operations, Security and Health & Safety teams.
- Manage third-party relationships, including e-ticketing, on-site photography and call centre.
- Organise and hold regular team meetings to share department information and updates and maintain a high level of communication at all times.
- Provide support on the recruitment and training of all Tour Hosts, ensuring duties are carried out in accordance with department and stadium policies at all times.
- Executing any additional tasks required to meet department and FA Group changing priorities.
- Provide support with the planning, logistics, and delivery of event-day retail and match-day programme operations, including coordinating Ops Plans from suppliers.
- Attend Event Day Pre-Briefings on behalf of the Retail team.
- Oversee retail accreditation wristband requests and internal orders for retail products.
- Work with third-party vendors to provide timely post-event reports to the Finance Department that detail sales performance and revenues compared to pre-set event forecasts.
- Provide administrative support in terms of raising purchase orders and invoices as well as tracking spend vs budget.
- Support wider retail projects where required, including OTR games that suppliers may choose to attend.
- Help identify and exploit new revenue opportunities for The FA.
- Executes additional tasks as required to meet FA Group’s changing priorities.
- Comply with all company policies and procedures to maintain the highest health standards, safety, and well-being.
- As part of The FA’s commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
Key skills & experience:
- Tourism and leisure experience.
- Proven experience in a relevant level operations role within a large footfall visitor attraction.
- Familiar with safety and operational guidelines.
- Experience in leading a small team and/or a casual pool, continuously improving the customer experience.
- Highly organised.
- Strong problem-solving skills and dealing with live customer issues.
- Ability to lead change and process improvement in order to find efficiencies.
- Experience managing relationships with 3rd party suppliers.
- Ability to build lasting working relationships with internal and external stakeholders.
Beneficial to have:
- Knowledge of a stadium/tour environment.
- Retail experience.
- A good understanding of the sports marketplace, particularly football.
- Familiar with e-ticketing systems.
How to apply: click here to apply for this position.
