Account Executive - 12 Month Fixed-Term Contract

We are looking for an enthusiastic and people-focused Account Executive to join our Experience By Wembley (EBW) team at the iconic Wembley Stadium. In this role, you will build and develop relationships with our members, delivering an exceptional membership service with an authentic and professional approach across all touch points. You will also play a key part in identifying opportunities to enhance our value proposition, strengthen member retention, and support revenue growth as you develop your skills in account management. This role is a 12-month Fixed-Term contract. Some evening and weekend work will be required during event days.

What will you be doing?

• Ensure that the membership services and retention strategy is delivered by owning and building excellent account management relationships with potential and existing EBW members.
• Ensure annual satisfaction and renewal targets are achieved.
• Ensure existing and potential EBW members receive a consistently excellent level of customer service in all interactions and that commitments are met and expectations exceeded.
• Develop and maintain key relationships and keep accurate records of customer interactions and relevant information using the CRM system, ensuring compliance with GDPR at all times.
• Day to day management of EBW accounts.
• Be present at event day and connections events as and when required.
• Understand all Experiences by Wembley Stadium products and intuitively know how to position them accurately depending on the customer profile.
• Build and execute longer term strategic account plans and identify opportunities to upsell and raise Experiences by Wembley Stadium brand awareness.
• Work collaboratively with internal stakeholders in Hospitality Operations, Ticketing and Digital Technology to ensure the customer experience is consistently delivered at all touch points.
• Use intuition and creative thinking to deliver solutions and resolutions to complex challenges and queries for EBW members.
• Identify opportunities to create improved value within a commercially viable proposition for Experiences by Wembley Stadium.
• Execute additional tasks as required to meet the FA's changing priorities.
• Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.

What are we looking for?

Essential for the role:

• Proven experience and success in a fast-paced account management environment.
• Ambitious and driven to exceed service and retention KPI's and deliver performance beyond targets.
• Ability to deliver exceptional customer service and retain a professional approach in all situations.
• Excellent communication, networking and influencing skills with a clear, purposeful, and professional approach.
• Ability to multi-task.
• Excellent time management, organizational and follow up skills.

Beneficial to have:

• Experience in sports, events or corporate hospitality account management environments.
• Proactive problem solver.
• High level of numeracy.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave (based on a full-time, permanent contract).
• A hybrid working model which offers greater flexibility.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work. We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

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.