About the role
We have an exciting opportunity for an individual to join Liverpool FC as a Manager in our Hospitality Account Management team. The main purpose of the role is to manage both seasonal and match day hospitality, always ensuring high supporter satisfaction rates. Your focus will be in the lounges in our new Anfield Road Stand as well as supporting other areas. You will manage a small team and ensure targets and KPIs are met.
What will you be doing?
- To manage the account management team, managing KPI’s such the number of inbound and outbound calls, ensuring the team have frequent communication with seasonal hospitality members, dealing with any queries, overseeing the management of the hospitality lounge and day to day roles of the team.
- To manage the hospitality areas in Seat Geek ticketing system, this includes creating events for both matchday and non-matchday, updating matchday availability, being responsible for the inventory on sale, returning seats back to ticketing and the selling in and cancelling of seasonal seats.
- Handling matchday and seasonal feedback and complaints.
- Liaise with the operations team and off-site venues to prepare for matchday. This includes numbers and any special requests from both seasonal and matchday guests.
- Liaise closely with the off-site venues to reserve dates for matchdays both at the beginning of the season and for potential cup fixtures.
- Manage the communications and ticket sales for any Cup Finals that the Club may be involved in.
- Oversee the seasonal fulfilment process for existing members.
- Managing the seasonal renewal process and updating any cancellations for new sales.
- Oversee any access for both seasonal and matchday guests on matchday.
- Continue to develop seasonal member’s matchday experience by working with the stadium access and operations team throughout the year.
- To manage the process of the hospitality away ballot. This includes creating the online away ballot for hospitality members in Seat Geek, the running of the ballot, updating the winners with the correct client types and inputting the relevant rules and limitations into Seat Geek and monitoring the sale.
- Create and manage member engagement plans.
Who are we looking for?
To be successful in this role, you will have significant experience in a similar role within either sports, events / entertainment, or hospitality environment. You will be able to communicate with various internal and external stakeholders and able to foster these relationships. You will have knowledge of account management and/or client services with a high level of client focus. You will be able to manage and work apart of an excellent team and be able to manage particular projects alone.
During this role, you need to have excellent time management and be able to hit deadlines and reach targets that are provided. This position involves working with computer systems and you must be confident on a computer as well as understanding a ticketing system to ensure a smooth process on match day and avoid any delays.
Why should you apply?
This is a full-time permanent role working 35 hours per week, 5 days a week. Your main base will be Anfield.
To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.
You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join. There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.
At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within. We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association’s Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch. We take our responsibilities in this area seriously and through the work being done across the club, we are committed to increasing the diversity of our people and becoming an increasingly inclusive workplace for all. We are committed to hiring great people representative of diverse backgrounds, perspectives, and skills across our entire business. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.
Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.