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For Companies At a Glance
- Tasks: Lead and enhance supporter services, driving performance across retail, ticketing, and hospitality.
- Company: Join the iconic Celtic Football Club, a leader in community and football excellence.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Be part of a team that values community, inclusion, and high-performance culture.
- Why this job: Make a real impact on fan experiences at one of the world's most beloved football clubs.
- Qualifications: Strong leadership skills, customer service experience, and a passion for continuous improvement.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
Celtic Football Club is one of the most iconic and successful football clubs in the world. With a global fanbase and footprint, based in Glasgow, Celtic has a proud heritage rooted in community, success, and social responsibility.
In addition to the Men’s, Women’s, B team and Academy footballing operations driving performance on the pitch, the Club’s business operations off the pitch provide for the Club’s supporters and the overall development of the Club, including matchday operations, retail, hospitality and stadium operations.
Celtic is deeply engaged in charitable and community work through the Celtic FC Foundation, which delivers projects supporting education, health, social inclusion, and poverty alleviation locally and internationally. This commitment to making a difference is at the heart of everything the Club does.
The Opportunity
The opportunity has arisen to join Celtic in the role of Head of Business Operations.
This role is fundamental to ensuring that supporter services are delivered in a way which ensures world class supporter service is in place.
It will encompass a broad range of supporter services including the oversight of all retail operations, ticketing, hospitality sales, and stadium services.
The individual will play a key role in ensuring our supporters are able to share in the success and experience of being part of Celtic through multi-channel engagement across the Club.
The Head of Business Operations will drive not only performance and development across each of these areas but also lead on the improvement of supporter service frameworks to ensure a seamless supporter experience across all areas of the Football Club, all in line with the Club’s strategy and commitment to continuous improvement.
Role Responsibilities
As Head of Business Operations, you will lead the overall team to drive an effective, supportive and engaging function to deliver world class supporter services.
This pivotal role will be responsible for driving supporter service and commercial performance and growth across these key supporter services.
Specifically, the individual will be responsible for leading:
- The operational and commercial management and growth of all retail outlets including club shops, e-commerce, and other concessionary outlets.
- The operational and commercial management of all ticketing operations, ticketing platforms and activities associated with key revenue generating matchday operations.
- The continued development of a first-class hospitality offering and the commercial growth of this.
- Development and management of Stadium services, including the non-match day restaurants, stadium tours/experiences and events.
- Management and oversight of the overall supporter service operation, working closely with the Executive to ensure the highest level of supporter service.
- Leading continuous improvement initiatives that enhance engagement, wellbeing and productivity, with a people-focused approach, aligning with the Club’s status as an employer of choice.
Candidate Experience Required
The ideal candidate will be a highly numerate commercially astute customer-oriented leader, with a passion for continuous improvement and a strong understanding of best practices within customer operations.
They will possess most of the following career experience:
- An ability to analyse key business drivers in a diverse range of business operations to understand profitability and performance metrics with a view to driving continuous improvement.
- A proven track record in multi-channel customer operations and evidence of improving the overall customer experience in an integrated manner.
- Experience in a fast-paced, high-profile, complex and large-scale business environment (retail, hospitality, sport, entertainment, or complex commercial organisation would be desirable but consideration will be given to other sectors where appropriate).
- Extensive knowledge and experience of integrated customer service systems, platforms and operating systems.
- A strong financial awareness and commercial acumen is essential for this role.
- Experience of delivering customer services through 3rd party services and partnerships.
- Demonstrated ability to support and influence at Board/Exec level and build cross-functional partnerships.
In addition, they will bring the following personal qualities:
- A people-first leader with integrity, empathy, and emotional intelligence.
- Commercially astute and resilient under pressure in a dynamic, high-performance setting.
- Passionate about inclusion, development, and values-based leadership.
- Excellent communication, interpersonal and negotiation skills.
- A natural collaborator with the confidence to challenge and support at senior level.
- High level of discretion and professionalism.
- A relevant Business Management (or equivalent) qualification or degree is desirable.
How to Apply
To arrange a confidential discussion or to submit an application, please contact Megan Shearer at:
📩 applications@fwbltd.com
📞 +44 (0)131 539 7087
Head of Business Operations - Celtic Football Club employer: FWB
Contact Detail:
FWB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Business Operations - Celtic Football Club
✨Tip Number 1
Network like a pro! Reach out to your connections in the football and business operations world. Attend events, join relevant groups, and don’t be shy about asking for introductions. You never know who might have the inside scoop on opportunities at Celtic!
✨Tip Number 2
Show your passion for Celtic! When you get the chance to chat with someone from the club, make sure to express your love for the team and its values. This will help you stand out as someone who truly cares about the club and its community.
✨Tip Number 3
Prepare for interviews by researching the club’s recent initiatives and community projects. Being knowledgeable about their charitable work and supporter services will show that you’re not just interested in the role, but also in making a positive impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Celtic family and contributing to its success.
We think you need these skills to ace Head of Business Operations - Celtic Football Club
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for football and community shine through. We want to see how your values align with Celtic's commitment to social responsibility and supporter engagement.
Tailor Your Experience: Make sure to highlight your relevant experience in customer operations and business management. We’re looking for someone who can drive performance, so be specific about your achievements and how they relate to the role.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Celtic.
How to prepare for a job interview at FWB
✨Know Your Numbers
As the Head of Business Operations, you'll need to demonstrate a strong grasp of financial metrics and performance indicators. Brush up on key business drivers relevant to retail, ticketing, and hospitality operations. Be ready to discuss how you've used data to drive improvements in customer experience.
✨Showcase Your People Skills
This role is all about leading teams and enhancing supporter services. Prepare examples that highlight your leadership style, emotional intelligence, and ability to foster collaboration. Think about times when you’ve successfully managed diverse teams or improved team dynamics.
✨Understand Celtic's Community Impact
Celtic Football Club prides itself on its community engagement. Familiarise yourself with the club’s charitable initiatives and be prepared to discuss how you can contribute to these efforts. Showing genuine passion for social responsibility will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills in high-pressure situations. Think through potential challenges in supporter services and how you would address them. This will showcase your strategic thinking and readiness to lead in a dynamic environment.