Job Description
Job Description
The Account Manager, Hospitality is a high-value commercial relationship owner responsible for the long-term value, retention and growth of a dedicated portfolio of hospitality members across the award-winning new Riverside Stand.
You will act as the strategic custodian and accountable owner of your portfolio - delivering exceptional service, anticipating member needs, protecting retention, and proactively growing account value through thoughtful planning, insight-led engagement and premium experience delivery.
This is a proactive, commercial, relationship-led position where a deep understanding of member objectives, usage patterns and sentiment is translated into loyalty, advocacy and reliable long-term revenue growth.
You will act as the strategic custodian and accountable owner of your portfolio - delivering exceptional service, anticipating member needs, protecting retention, and proactively growing account value through thoughtful planning, insight-led engagement and premium experience delivery.
This is a proactive, commercial, relationship-led position where a deep understanding of member objectives, usage patterns and sentiment is translated into loyalty, advocacy and reliable long-term revenue growth.
Job Requirements
The Account Manager, Hospitality must have:
Ideally, the Account Manager, Hospitality will also have:
- Proven experience in account management or client success within premium hospitality, sport, membership or high-value service environments.
- A demonstrable track record of retaining and growing high-value accounts through relationship-led, commercially minded engagement.
- Strong stakeholder management skills, with confidence engaging senior and high-expectation clients.
- Excellent organisation and ownership, able to manage complex portfolios without losing detail or momentum.
- Confidence using CRM systems (MS Dynamics preferred) with a data-led approach to decision-making.
- A proactive, accountable mindset - comfortable owning outcomes, not just activity.
- Flexibility to work matchdays, evenings and weekends in line with the fixture calendar.
Ideally, the Account Manager, Hospitality will also have:
- Experience operating within premium membership or subscription-led models.
- Exposure to luxury or high-end service environments where expectation management is critical.
- Familiarity with ticketing platforms (Ticketmaster XR or equivalent).
- An understanding of how experience delivery, commercial value and retention intersect.
- A genuine interest in football, live events or elite hospitality environments.
Job Responsibilities
Reporting into the Account Management Lead, Hospitality, you will own a defined portfolio of seasonal hospitality members and be accountable for both experience quality and commercial success.
The following is a non-exhaustive list of the responsibilities of the role:
Applications close on 19th January
The following is a non-exhaustive list of the responsibilities of the role:
- Own strategic member relationships: Act as the primary relationship owner for assigned accounts, building trust with key decision-makers and managing all engagement with professionalism, discretion and care.
- Be the commercial custodian of your portfolio: Take clear accountability for long-term account value, including retention, renewal outcomes, upsell, cross-sell and referral contribution.
- Drive retention through anticipation, not reaction: Identify renewal risk, engagement gaps or dissatisfaction early, intervene decisively, and escalate appropriately to avoid value erosion through disengagement, dissatisfaction or churn risk.
- Plan engagement deliberately: Build and maintain personalised engagement and usage plans for each member, ensuring the value of the membership is actively realised across both matchday and non-matchday touchpoints.
- Deliver premium service standards: Ensure every interaction - written, verbal or in person - consistently reflects The Riverside’s premium positioning and strengthens member confidence and loyalty.
- Lead matchday relationship delivery: Host, engage and support members on matchdays, working closely with venue and operations teams to ensure seamless delivery and real-time issue resolution.
- Ensure flawless process execution: Partner with Finance, Legal, Ticketing and Hospitality Operations to ensure contracts, invoicing, payments, access and benefits/entitlements are delivered accurately, compliantly and on time.
- Use data to drive action: Maintain impeccable CRM records, track engagement, sentiment and risk, and use insight to inform timely, personalised outreach and recommendations.
- Collaborate to elevate the member experience: Work cross-functionally with Sales, Member Experience, Marketing and Fulham Pier teams to deliver meaningful benefits, events and touchpoints that deepen relationships and create personalised additional value.
- Act as the voice of the member: Provide clear, constructive feedback on member sentiment, experience performance and product opportunities to help shape future service, pricing and experience decisions.
- Create advocates, not just renewals: Turn satisfied members into long-term ambassadors through consistent and personalised value creation, including referrals, testimonials and repeat engagement.
Applications close on 19th January
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