Job Description
Job Description
The Account & Member Experience Executive, Hospitality supports the delivery of a high-quality, consistent, and detail-led hospitality member and guest experience across The Riverside, working closely with the Account Management and Member Experience teams.
The role helps ensure premium members receive professional, reliable and exceptional service across day-to-day interactions, matchdays, and year-round events. You will act as a trusted operational support, owning defined member interactions and tasks through to completion, and ensuring issues are followed up, resolved, or escalated appropriately.
This is a hands-on role requiring strong organisation, attention to detail, and a clear sense of accountability. Your work directly contributes to member satisfaction, retention, and the overall credibility of The Riverside’s premium hospitality experience.
The role helps ensure premium members receive professional, reliable and exceptional service across day-to-day interactions, matchdays, and year-round events. You will act as a trusted operational support, owning defined member interactions and tasks through to completion, and ensuring issues are followed up, resolved, or escalated appropriately.
This is a hands-on role requiring strong organisation, attention to detail, and a clear sense of accountability. Your work directly contributes to member satisfaction, retention, and the overall credibility of The Riverside’s premium hospitality experience.
Job Requirements
The Account & Member Experience Executive, Hospitality must have:
- Experience in customer service, hospitality, events, or a similar client-facing role, ideally within a premium or service-led environment.
- Strong communication skills across written, verbal, and in-person interactions.
- Excellent organisation and attention to detail, with the ability to manage multiple tasks and priorities reliably.
- A proactive mindset with a clear sense of ownership, accountability, and follow-through.
- Confidence using digital systems; CRM experience (ideally MS Dynamics) is beneficial.
- A calm, professional approach on matchdays, including availability to work evenings and weekends.
- A genuine commitment to delivering high-quality service and contributing to a premium member experience.
Ideally, the Account & Member Experience Executive, Hospitality will also have:
- Experience supporting premium hospitality, membership, or event programmes.
- An understanding of high-end service expectations in hospitality, sport, or live events.
- Familiarity with ticketing systems (e.g. Ticketmaster XR or equivalent).
- An interest in football, live events, or membership-led environments.
- Experience working across multiple internal teams to deliver service touchpoints, benefits, or events.
Job Responsibilities
The following is a non-exhaustive list of the responsibilities of the role:
Day-to-day member servicing: Handle member enquiries across email, phone and in person, ensuring communication is clear, accurate and followed up in a timely manner, escalating issues where required.
Matchday delivery: Deliver on-site experience assistance across hospitality areas on matchdays, handling member queries, assisting with experience moments and escalating issues in line with agreed procedures.
Benefits, events and activations: Assist with the planning and delivery of member benefits, events and matchday activations, including logistics preparation, running orders, supplier coordination and on-site delivery.
CRM administration and accuracy: Maintain accurate and up-to-date member records in MS Dynamics, logging interactions, actions and outcomes promptly to support effective servicing and renewals.
Renewal activity: Prepare renewal materials, gather required information and assist with follow-up activity during renewal periods to support Account Managers and retention outcomes.
Operational coordination: Coordinate defined tasks with Ticketing, Hospitality Operations, Finance and Legal, ensuring information is accurate, deadlines are met and issues are escalated appropriately.
Member communications: Draft and prepare member-facing communications, including newsletters, event invitations and offers, ensuring accuracy, clarity and alignment with approved messaging.
Feedback and reporting: Capture member feedback, track attendance and sentiment indicators, and prepare simple summaries to support service improvement.
Year-round experience delivery: Assist with the delivery of non-matchday events and Fulham Pier activations, coordinating guest lists, logistics and on-site requirements.
Service standards: Deliver consistently professional, detail-led service across all interactions, recognising the importance of reliability and presentation in a premium environment.
Day-to-day member servicing: Handle member enquiries across email, phone and in person, ensuring communication is clear, accurate and followed up in a timely manner, escalating issues where required.
Matchday delivery: Deliver on-site experience assistance across hospitality areas on matchdays, handling member queries, assisting with experience moments and escalating issues in line with agreed procedures.
Benefits, events and activations: Assist with the planning and delivery of member benefits, events and matchday activations, including logistics preparation, running orders, supplier coordination and on-site delivery.
CRM administration and accuracy: Maintain accurate and up-to-date member records in MS Dynamics, logging interactions, actions and outcomes promptly to support effective servicing and renewals.
Renewal activity: Prepare renewal materials, gather required information and assist with follow-up activity during renewal periods to support Account Managers and retention outcomes.
Operational coordination: Coordinate defined tasks with Ticketing, Hospitality Operations, Finance and Legal, ensuring information is accurate, deadlines are met and issues are escalated appropriately.
Member communications: Draft and prepare member-facing communications, including newsletters, event invitations and offers, ensuring accuracy, clarity and alignment with approved messaging.
Feedback and reporting: Capture member feedback, track attendance and sentiment indicators, and prepare simple summaries to support service improvement.
Year-round experience delivery: Assist with the delivery of non-matchday events and Fulham Pier activations, coordinating guest lists, logistics and on-site requirements.
Service standards: Deliver consistently professional, detail-led service across all interactions, recognising the importance of reliability and presentation in a premium environment.
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