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- Tasks: Deliver exceptional hospitality experiences for members and guests at The Riverside.
- Company: Join a vibrant team dedicated to premium member service in a dynamic environment.
- Benefits: Gain hands-on experience, develop your skills, and enjoy flexible working hours.
- Why this job: Be part of exciting matchdays and events while enhancing member satisfaction.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Perfect for those passionate about hospitality and live events.
The predicted salary is between 36000 - 60000 £ per year.
The Account & Member Experience Executive, Hospitality supports the delivery of a high-quality, consistent, and detail-led hospitality member and guest experience across The Riverside, working closely with the Account Management and Member Experience teams. The role helps ensure premium members receive professional, reliable and exceptional service across day-to-day interactions, matchdays, and year-round events. You will act as a trusted operational support, owning defined member interactions and tasks through to completion, and ensuring issues are followed up, resolved, or escalated appropriately. This is a hands-on role requiring strong organization, attention to detail, and a clear sense of accountability. Your work directly contributes to member satisfaction, retention, and the overall credibility of The Riverside’s premium hospitality experience.
The following is a non-exhaustive list of the responsibilities of the role:
- Day-to-day member servicing: Handle member enquiries across email, phone and in person, ensuring communication is clear, accurate and followed up in a timely manner, escalating issues where required.
- Matchday delivery: Deliver on-site experience assistance across hospitality areas on matchdays, handling member queries, assisting with experience moments and escalating issues in line with agreed procedures.
- Benefits, events and activations: Assist with the planning and delivery of member benefits, events and matchday activations, including logistics preparation, running orders, supplier coordination and on-site delivery.
- CRM administration and accuracy: Maintain accurate and up-to-date member records in MS Dynamics, logging interactions, actions and outcomes promptly to support effective servicing and renewals.
- Renewal activity: Prepare renewal materials, gather required information and assist with follow-up activity during renewal periods to support Account Managers and retention outcomes.
- Operational coordination: Coordinate defined tasks with Ticketing, Hospitality Operations, Finance and Legal, ensuring information is accurate, deadlines are met and issues are escalated appropriately.
- Member communications: Draft and prepare member-facing communications, including newsletters, event invitations and offers, ensuring accuracy, clarity and alignment with approved messaging.
- Feedback and reporting: Capture member feedback, track attendance and sentiment indicators, and prepare simple summaries to support service improvement.
- Year-round experience delivery: Assist with the delivery of non-matchday events and Fulham Pier activations, coordinating guest lists, logistics and on-site requirements.
- Service standards: Deliver consistently professional, detail-led service across all interactions, recognising the importance of reliability and presentation in a premium environment.
The Account & Member Experience Executive, Hospitality must have:
- Experience in customer service, hospitality, events, or a similar client-facing role, ideally within a premium or service-led environment.
- Strong communication skills across written, verbal, and in-person interactions.
- Excellent organization and attention to detail, with the ability to manage multiple tasks and priorities reliably.
- A proactive mindset with a clear sense of ownership, accountability, and follow-through.
- Confidence using digital systems; CRM experience (ideally MS Dynamics) is beneficial.
- A calm, professional approach on matchdays, including availability to work evenings and weekends.
- A genuine commitment to delivering high-quality service and contributing to a premium member experience.
Ideally, the Account & Member Experience Executive, Hospitality will also have:
- Experience supporting premium hospitality, membership, or event programmes.
- An understanding of high-end service expectations in hospitality, sport, or live events.
- Familiarity with ticketing systems (e.g. Ticketmaster XR or equivalent).
- An interest in football, live events, or membership-led environments.
- Experience working across multiple internal teams to deliver service touchpoints, benefits, or events.
Account and Member Experience Executive, Hospitality employer: Fulham Football Club
Contact Detail:
Fulham Football Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account and Member Experience Executive, Hospitality
✨Tip Number 1
Get to know the company inside out! Research The Riverside and its hospitality offerings. This will help you tailor your conversations and show that you're genuinely interested in providing a top-notch member experience.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and hospitality. Think of examples from your past experiences that showcase your attention to detail and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Account and Member Experience Executive, Hospitality
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your experience in customer service or hospitality. We want to see how you've gone above and beyond to create memorable experiences for clients, especially in premium settings.
Be Detail-Oriented: Since this role is all about delivering a high-quality experience, we need to see your attention to detail. Mention specific examples where your organisational skills made a difference in your previous roles.
Communicate Clearly: Strong communication is key! Whether it's written or verbal, show us how you can convey information clearly and effectively. If you've drafted newsletters or member communications before, don’t forget to mention that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Fulham Football Club
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with The Riverside's hospitality offerings and how they cater to premium members. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of member interaction, be prepared to demonstrate your communication skills. Practice articulating your thoughts clearly and concisely. You might even want to prepare examples of how you've handled customer queries or resolved issues in the past.
✨Highlight Your Organisational Skills
This position requires strong organisation and attention to detail. Think of specific instances where you've successfully managed multiple tasks or events. Be ready to discuss how you prioritise your workload and ensure nothing falls through the cracks.
✨Emphasise Your Proactive Mindset
The ideal candidate for this role has a proactive approach. Share examples of times when you've taken initiative to improve a process or enhance a member's experience. This will show that you take ownership of your responsibilities and are committed to delivering exceptional service.