Premium Experience Manager

The Role

We're currently recruiting a Premium Experience Manager within our Premium Experience Team to help us take things to the next level.

Key Responsibilities

• Lead, mentor, and develop a team of Premium Experiences Executives
• Ensure the team meets or exceeds membership renewal and account management KPIs, supporting the Club's wider commercial and revenue objectives
• Foster a high-performance culture focused on collaboration, accountability, and client excellence
• Monitor team performance, renewal activity, and account management metrics, providing regular reporting to senior management
• Responsible for recruitment and development of direct reports - including the coaching and development on 'best-practice', conflict resolution, objective handling and a proactive approach to relationship management
• Develop and execute strategies to maximise premium membership renewals and account retention
• Adopt a proactive approach to confirm on and off-site face-to-face account management meetings with clients
• Manage and grow a portfolio of high-value premium members and corporate accounts
• Build and maintain strong, long-term relationships with key stakeholders and decisionmakers
• Lead complex renewal negotiations and membership discussions
• Identify opportunities to enhance membership value through upgrades, premium experiences, or additional offerings
• Maintain oversight of renewal pipelines, ensuring proactive engagement with members ahead of renewal deadlines
• Deliver proactive client engagement strategies to strengthen loyalty and long-term revenue
• Work closely with key stakeholders to ensure the premium member experience meets the highest standards
• Ensure all client interactions reflect the Club's premium brand and service values
• Support the delivery of member events, matchday experiences, and engagement initiatives
• Maintain accurate records of all account activity, renewals, and interactions within CRM systems
• Gather and analyse member feedback to continuously enhance the premium membership offering

Person Specification

What you will bring

• Demonstrable experience in premium sales, membership services, account management, or event sales, with at least 2 years in a senior role
• Passionate about being perceived as an industry expert
• Venue first mentality with a good understanding of the broader product portfolio
• Proven track record of delivering and exceeding individual and team revenue or renewal targets
• Strong experience in account management and client relationship development
• Demonstrated ability to lead, motivate, and develop a high-performing team
• Excellent understanding of CRM systems, reporting tools, and pipeline management
• Strong presentation, communication, and negotiation skills, confident engaging with senior stakeholders
• Proficiency in Microsoft Office including Word, PowerPoint, Excel, Access, Outlook, Zendesk, Ticketmaster XR and Salesforce is preferred
• Experience in premium hospitality, venues, stadia, or the sports and entertainment industry preferred
• Inspirational team member who motivates others, leads by example, and supports team development
• Consultative and strategic thinker with strong commercial acumen and focus on long-term client value
• Skilled relationship builder, both internally and with premium members or corporate clients
• Comfortable managing and developing a small, agile sales and account management team
• Resilient, proactive, and results-focused, thriving in a fast-paced environment
• Highly organised with strong account management and client engagement skills
• Passionate about delivering exceptional premium experiences and maintaining the highest standards of client service

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.

Reasonable Adjustments

We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.

Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.

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