Premium Experience Lead

Job Title:                     Premium Experience Lead

Job Grade:                  RL3

Reports to:               Head of Premium

Location:                  Vantage London, Brentford                    
Department:           Commercial

Sub-department:  Premium

Salary:                          £45,000

The Club

Brentford FC is a bit different from other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play in a new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Job Overview

The Premium Experience Lead will deliver a consistently high-quality experience for Brentford FC’s Premium Seat Holders across the full member journey. Reporting to the Head of Premium, the role will oversee day-to-day service, support exceptional matchday delivery and ensure communication, engagement and issue resolution are handled with care, pace and professionalism. The role will also support the annual renewals process, working closely with Sales, Ticketing, Marketing, Operations and Finance to retain members, identify improvements and strengthen the Club’s premium offering.

Key Responsibilities

• Lead the end-to-end premium member journey, from onboarding and communications through to matchday delivery, service support and renewal, ensuring a consistent and customer-focused experience.

• Manage day-to-day premium member services, including enquiries, feedback, complaints, finance queries and escalations, with a focus on proactive issue resolution.

• Own the annual premium renewals programme, coordinating communications, timelines, member support and internal stakeholder activity to maximise retention.

• Oversee onboarding for new Premium Seat Holders, including fulfilment, account set-up, welcome communications and early engagement.

• Work with internal departments and external partners to deliver premium matchday experiences, including facilities, hospitality environments, hosting, staffing plans and operational readiness.

• Line manage, coach and develop Premium Services Executives, setting clear objectives and fostering accountability, engagement and service excellence.

• Deliver the premium member communications strategy, working with Marketing and Content teams to ensure member-facing activity is timely, accurate and impactful.

• Use member feedback, complaints, survey results and operational observations to identify improvements and enhance personalisation.

• Maintain accurate CRM records and produce regular reporting on service performance, member sentiment, renewals and operational priorities.

• Support the Head of Premium with departmental objectives, retention targets and continued development of the Club’s premium offering, ensuring compliance with Club policies and procedures.

Knowledge

The successful candidate will bring strong experience in premium customer service, hospitality, membership, ticketing or venue experience, with a practical understanding of how to maintain high standards across matchday and non-matchday environments.

• Experience managing high-value customers, members, hospitality clients or VIP guests in a service-led environment.

• Good understanding of premium hospitality, membership renewals, customer retention and end-to-end customer journeys.

• Experience working across sales, ticketing, marketing, operations, catering and finance to resolve issues and improve delivery.

• Understanding of luxury, premium or VIP service principles, including personalisation, discretion, anticipation of needs and high standards of presentation.

Specialist Skills

This role requires strong organisation, customer communication and service improvement skills, with the ability to manage multiple workstreams across the season and during busy matchday periods.

• Strong written and verbal communication skills, including clear member updates and renewal information.

• Confident use of CRM, ticketing, reporting and customer service systems, with good attention to data quality and follow-up actions.

• Ability to analyse feedback, identify recurring service issues and turn insight into practical improvements.

• Strong eye for detail, including small service, presentation or atmosphere issues that may affect the premium member experience.

People Skills

The role will manage Premium Services Executives and work closely with internal stakeholders and external partners to deliver a joined-up premium experience.

• Able to lead, support and develop a small team, setting clear expectations and maintaining high service standards.

• Able to coach team members on premium service behaviours, including proactive hosting, professional communication, member recognition and calm issue resolution.

• Calm, confident and solution focused when dealing with member queries, complaints or operational pressure on matchdays.

• Strong relationship builder who can influence colleagues across departments and maintain a professional, member-first approach.

External Impact

The Premium Experience Lead will be highly visible to premium members and will play an important role in how the Club is represented through its premium service, matchday delivery and ongoing member engagement.

• Represents the Club professionally in interactions with premium members, guests, suppliers and partners.

• Helps protect and enhance Brentford FC’s reputation by ensuring service issues are handled quickly, fairly and with appropriate escalation.

• Supports premium events, member engagement opportunities and matchday hosting where required.

• Acts as an ambassador for the premium experience, helping members and guests feel recognised, valued and well looked after.

Decision Making

The role will make day-to-day decisions about service delivery, member communications, team priorities and issue resolution, escalating significant commercial, reputational or financial matters to the Head of Premium.

• Prioritises member service activity, team workloads and matchday actions in line with departmental objectives.

• Makes recommendations on service improvements, renewal activity and member communications based on data, feedback and operational insight.

• Uses judgement to resolve member issues at the right level, balancing experience, commercial impact and Club policy.

Innovation

The role will identify practical ways to improve the premium journey, using member feedback, matchday observations and internal collaboration to make service delivery more consistent, personal and effective.

• Reviews and improves the premium member journey across digital, email, phone, matchday and in-person touchpoints.

• Supports measurable improvements to processes such as onboarding, renewals, feedback capture and issue tracking.

• Shares insight and ideas with the Head of Premium to strengthen the premium proposition and member retention.

• Looks for small, meaningful enhancements that elevate the member experience without requiring wholesale change.

General Club Accountabilities

• To comply with all Club policies, including health and safety, data regulations and other legal, ethical and social requirements

• To build and maintain good working relationships while maintaining a professional image

• To keep confidential any information gained regarding the Club and its personnel

• To always maintain a flexible approach to work

Inclusion Statement

Brentford FC is proud to be an organisation that values equity, diversity and inclusion. We strive to create a culture that celebrates difference and ensures fairness, safety, representation, and belonging.

We recognise that some groups remain underrepresented in our workforce and are actively working to change this. As part of that commitment, we strongly encourage applications from people of all backgrounds — particularly those from ethnically diverse communities, women, LGBTQ+ individuals, and disabled people.

We’re committed to a fair and inclusive recruitment process, with all decisions made based on merit and suitability — regardless of background or protected characteristic. Should you be selected for interview, we welcome the opportunity to discuss any specific arrangements, accommodations or reasonable adjustments you may require to be made.

Safeguarding Statement

Brentford FC is fully committed to promoting equality, and to safeguarding the welfare of all children and adults at risk. Safeguarding is everyone’s responsibility and is a core part of the Club’s culture. All staff and volunteers share a collective duty to create and maintain a safe and supportive environment, both on and off the field.

To ensure this, all staff are required to complete regular safeguarding training appropriate to their role. This training supports a proactive and informed approach to safeguarding practice.

The successful candidate will be expected to understand, adhere to, and actively uphold all relevant safeguarding policies and procedures. This includes recognising signs of abuse or harm, responding appropriately, and reporting any concerns in a timely manner to the Club’s Safeguarding Team.

Brentford FC operates safer recruitment practices. We remind individuals that it is a criminal offence for a person barred from engaging in regulated activity to apply for a role that involves such activity.