Job Description
About the role
The Premium Accounts Manager is responsible for designing, delivering, and continuously enhancing a first-class, luxury-standard client experience for Premium members, seasonal guests and high-value customers.
Leading the Premium Experience team, you will ensure exceptional service, seamless communication and personalised engagement throughout the season, playing a key role in driving renewals, upsells, loyalty and long-term revenue stability. The role also owns CRM integrity, insight generation, dashboard reporting and the development of client experience strategies that improve the full end-to-end Premium customer journey.
What you’ll do
* Lead, motivate and develop the Premium Experience Team, ensuring continuous professional development aligned with club values.
* Develop and deliver a Premium Experience Service Model that guarantees members receive a seamless, personal and world-class standard of service.
* Act as point of escalation for Premium members, resolving complex issues swiftly to protect satisfaction and retention.
* Build and maintain strong relationships with high-value clients, supporting renewal outcomes and long-term loyalty.
* Manage CRM systems end-to-end, ensuring data accuracy, segmentation and workflow discipline.
* Produce reporting dashboards covering engagement, sales performance, renewals, retention risks, service feedback and operational insight.
* Develop and execute the Premium Experience Engagement Calendar, including seasonal communications, digital touchpoints, surprise-and-delight moments and member events.
* Oversee matchday and non-matchday operational delivery for Premium members, ensuring service consistency across all touchpoints.
* Lead the Premium Experience team to deliver seasonal sales expectations including renewals, upsells, cross-sales and mid-season campaigns.
* Work collaboratively with the Premium Sales team to ensure smooth transitions across pre-sale, onboarding and post-sale client journeys.
* Support the development of Premium packages and pricing structures, drawing on customer insight and operational feedback.
* Ensure Premium processes are documented, monitored and continuously improved.
The team
You’ll be part of a friendly, supportive and dedicated team who will help you settle in and succeed. We value curiosity, teamwork and a positive approach
United As One.
We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and to maintain an inclusive environment in which everyone can be their authentic self and is enabled to achieve their full potential.
Safeguarding
We’re committed to being a place where everyone is safe, heard, valued and able to thrive so we place high value on the safeguarding and welfare of everyone we engage with.
