Lord\'s Performance Centre Manager

Normal working hours will be five shifts of nine hours rostered between Monday and Sunday, including one-hour unpaid lunch on each day worked; making a total of 40 working hours per week.

KEY PURPOSE OF ROLE

The role will oversee the operations of the Lord’s Performance Centre, leading a dedicated team to deliver exceptional customer service and operational excellence. They will drive the Centre’s commercial growth and uphold the highest standards across all aspects of its cricket offerings and visitor experience. Working closely with the multiple stakeholders who operate within the facility, the Manager will ensure that the Lord’s Performance Centre continues to set the benchmark for quality and professionalism.

KEY TASKS AND ACCOUNTABILITIES

• Lead the team responsible for the day-to-day operations of the Lord’s Performance Centre, ensuring the facility is run to world-class standards.
• Champion a world-class customer service operation, ensuring that all visitors and users receive an exceptional and consistent experience that reflects the values and standards of Lord's.
• Drive the commercial performance through effective programme management and the introduction of new revenue.
• Work closely with the Marketing Department to promote the full range of the Centre’s offerings and support the development of its digital presence.
• Ensure the Centre operates in full compliance with all relevant safeguarding, health and safety, and operational regulations, including first aid provision and DBS requirements.
• Continuously review and develop the Centre’s offerings, introducing new technologies and initiatives that enhance both customer and staff experience.
• Manage the budget, including cost analysis to ensure effective financial control.
• Build and maintain strong relationships with on-site stakeholders, including retail, café, gym, and physiotherapy partners, ensuring effective collaboration and alignment.
• Liaise closely with ECB, other MCC departments and on-site stakeholders over the Centre’s use in Major Matches.
• Prepare and present quarterly reports for the Cricket Committee.
• Identify and facilitate training and development opportunities for staff.
• Undertake Duty Officer shifts as required to provide on-site leadership.

This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.

VARIATIONS OF JOB RELATING TO MAJOR MATCHES

• Attendance at all major match-days, including weekends, as required.
• Any other duties, whether in the Department or elsewhere around the Ground, as required.

HEALTH AND SAFETY

• Responsible for the safety of yourself and others through adherence to MCC (and legal) safety rules and procedures.
• Liaison with ECB and MCC colleagues on indoor net safety protocols and procedures.
• Report any unsafe practices, equipment or circumstances as appropriate.
• Comply fully with relevant security policies and procedures.
• Be familiar with fire procedures and evacuation procedures and be prepared to operate when/if trained as a Fire Warden.

SMART We use our knowledge and expertise to ensure that everything we do looks, sounds and feels high quality.

ATTENTIVE We are open and welcoming to all, always paying close attention to people’s needs.

ORIGINAL We are proud of our history and constantly seek to evolve and innovate.

TOGETHER Like players, we help each other to achieve our collective goals and be our personal best.

PERSON SPECIFICATIONS – SKILLS, EXPERIENCE AND QUALIFICATIONS

• Proven experience in leading a sports, leisure, or customer-focused environment.
• Understanding of the cricketing landscape and customer expectations within the sport.
• Strong leadership skills with the ability to inspire staff to deliver exceptional service standards.
• Demonstrated experience of driving operational and commercial performance.
• Track record of implementing change processes and improving operational efficiency.
• Excellent customer service ethos, with the ability to embed a culture of excellence across all areas of operations.
• Strong relationship management skills, with experience of working collaboratively with multiple stakeholders, both internal and external.
• Excellent verbal and written communication skills, including report writing and presentation.
• Strong problem-solving skills, with a keen attention to detail and the ability to work under pressure.
• Knowledge of health, safety, and safeguarding practices relevant to facility management.
• Experience of developing customer loyalty and retention initiatives.