Ticketing & Member Services Manager

  • Manchester United FC
  • Manchester, UK
  • 09 Sep, 2021
Full time Customer Service Hospitality Leadership & Management Premier League Stadia & Operations Ticketing

Job Description

The Purpose

Managing a team, the key purpose of the role is to ensure our world class customer service standards are met and maintained throughout our fan and customer journey; whilst making it as user friendly as possible. Your focus on communication channels and content, revenue generation, productivity and sales data analysis.

The Role
  • Oversee all operational communications; this includes but is not limited to, operational email, SMS and direct mail communications as well as website news stories.
  • Utilise large data sets to plan, direct and create supporter communications.
  • Communicate changes to policy and/or process internally to provide team members real-time updates, and ensure supporting documents or tools are also kept up to date.
  • Work closely with the management team to enable cross departmental collaboration and efficiency to achieve the broader business objectives.
  • Motivate and develop team members, ensuring all staff are aware of KPIs and targets.
  • Implement a consistent approach to working with other managers and team leaders to create a culture of collaboration and high performance.
  • Communicate key information effectively to ensure it is correctly passed on to customers.
  • Contribute to departmental sales strategy by thinking objectively and creatively about how we can maximise sales and revenue across all channels.

The Person
  • Self-motivated with a proactive approach to work.
  • Ability to use initiative to forward plan and resolve issues.
  • Excellent communication skills across all channels
  • Previous experience of team/people accountability.
  • Critical thinker, with the ability to work under pressure.
  • A natural problem solver with the ability to coach others.
  • Excellent attention to detail.
  • Experience in developing digital content including HTML would be beneficial but not essential.
  • Experience of working with data, intermediate excel knowledge including formulas, lookups, pivot tables and ability to accurately segment data.
  • Comfortable contributing to high-level proposals and delivering change within the ticketing system – full training on systems will be provided.

MUFC Limited is an Equal Opportunities Employer and recognises the importance of safeguarding children and adults at risk in our workplace.

It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.

MUFC positively welcomes and seeks to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment. We encourage applications from all candidates regardless of age, race, gender, gender identity, gender expression, religion, sexual orientation, disability, or nationality.

If you require any reasonable adjustments to support your application and perform at your best, please do not hesitate to contact to make a request; we are here to help.