Account Manager - Club Wembley

  • The FA
  • Wembley Stadium, London, UK
  • 23 Nov, 2021
Full time Account Management Business & Commercial Customer Service Finance Hospitality

Job Description

Our Organisation

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grassroots through to the professional game, The Emirates FA Cup and the England international teams. We have two core assets: Wembley Stadium and St. George's Park.

The Role
  • Responsible for managing, developing and retaining relationships with Club Wembley members by providing a quality membership service with an authentic, professional approach at all touchpoints.
  • Identify opportunities to improve the value proposition, create retention opportunities and identify areas for revenue growth.
Key Accountabilities
  • Ensure that the membership services and retention strategy is delivered by owning and building excellent account management relationships with potential and existing Club Wembley members.
  • Ensure annual satisfaction and renewal targets are achieved.
  • Ensure existing and potential Club Wembley members receive a consistently excellent level of customer service in all interactions and that commitments are met and expectations exceeded.
  • Develop and maintain key relationships and keep accurate records of customer interactions and relevant information using the CRM system, ensuring compliance with GDPR at all times.
  • Day to day management of Club Wembley accounts
  • Be present at event day and Connections events as and when required.
  • Understand all Club Wembley products and intuitively know how to position them accurately depending on the customer profile.
  • Build and execute longer term strategic account plans and identify opportunities to upsell and raise Club Wembley brand awareness.
  • Work collaboratively with internal stakeholders in Hospitality Operations, Ticketing and Digital Technology to ensure the customer experience is consistently delivered at all touch points.
  • Use intuition and creative thinking to deliver solutions and resolutions to complex challenges and queries for Club Wembley members.
  • Identify opportunities to create improved value within a commercially viable proposition for Club Wembley customers.
  • Execute additional tasks as required in order to meet FA Group changing priorities.
  • Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
What we are looking for



  • Proven experience and success in a fast-paced account management environment
  • Ambitious and driven to exceed service and retention KPI's and deliver performance beyond targets
  • Ability to deliver exceptional customer service and retain a professional approach in all situations
  • Excellent communication, networking and influencing skills with a clear, purposeful, and professional approach
  • Ability to multi-task
  • Resilient and tenacious with the ability to work well and in a calm, confident manner at all times



  • Experience in sports, events or corporate hospitality account management environments
  • Excellent time management, organizational and follow up skills
  • Proactive problem solver
  • High level of numeracy
  • Skilled in Microsoft 365 software including Excel, Word, PowerPoint and Outlook
What we can offer you
  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
  • Attractive benefits and a competitive salary for the right candidate.


The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your application.


Closing: 6 Dec 2021