Membership Executive

  • Wolverhampton Wanderers FC
  • Molineux Stadium
  • 14 May, 2023
Full time Customer Service Leadership & Management Premier League Sales

Job Description

JOB TITLE: Membership Executive
DEPARTMENT: Membership Department
REPORTS TO: Head of Memberships
LOCATION: Molineux Stadium
HOURS: 37.5 hours per week, including home matchdays
DATE: May 2023

We are Wolves. Progressive, determined, bright, unified and humble. A pack that is hungry for success. Wolves is one of the fastest growing professional football clubs in the UK, and also boasts one of the richest histories in the beautiful game.

Formed in 1877, Wolves was a founder member of the Football League, and was one of the country’s most successful sides in the fifties and sixties. During a two decade spell the Black Country’s most decorated side won three First Division titles and one of its four FA Cups.

Fast forward 70 years and Wolves are back among football’s European elite, but this time we will compete as a sports and entertainment business across multiple brand verticals. As a challenger club, Wolves dare to be different, which is why creating world class propositions in esports, fashion and music are all part of our ambitious plans.

At Wolves, we don’t simply look to the future, we seize it.

We take seriously our commitment to the safeguarding of children and adults at risk and to ensuring that Wolves is free from discrimination and harassment.
Job purpose
Supporting the Membership Communications and Events Executive and Head of Memberships with the selling and upselling of memberships, mascot packages, match tickets and fulfilment of membership and match day packs. Delivering exceptional customer service to fans, corporate clients, and sponsors. Involvement in setting up match preparation, fan engagement, supporting junior activities in conjunction with the marketing team.
Key responsibilities
• Managing My First Match Experience, run up to and including match day with budgetary oversight.
• Supporting Head of Memberships with junior events during school holidays, e.g., training sessions, Christmas parties, End of Season dinner
• Delivering impeccable customer service and ensuring the members receive a world class service.
• Selling of membership, mascot packages in line with defined targets.
• Joint responsibility for the Membership and Mascot email accounts and answering queries in a timely manner.

• Dealing with queries and complaints with the Fan Services department.
• Liaison with all ages of supporter via telephone or in person.
• Completing administrative duties in a timely manner and with accuracy.
• Liaison with multiple stakeholders across the Club.
• Supporting the Head of Memberships with high profile events.
• Operate online mailing system and print postage labels in accordance with the memberships printed.
• Supporting Head of Memberships with liaison with the third-party postal company to ensure correct delivery of membership packs.
• Create media/marketing assets for the Memberships Communications and Events Executive.
• Updating the members offers pages.
• Supporting the engagement of ‘Young Wolves’ fans in the Fan Zone and supporting the delivery of the matchday mascot programme.
• Support Head of Memberships with regular research and benchmarking.

General responsibilities
• Compliance with Club policies
• Compliance with the Club’s health and safety procedures
• Compliance with the Club’s safeguarding policies
• To promote the Club’s values
• To work consistently to embed equality & diversity into the Club
• To undertake such other duties as may be reasonably expected
• To maintain professional conduct at all times

• This role carries a specific safeguarding responsibility. This means that the post-holder is required to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable people.
Key relationships
• Head of Memberships
• Ticketing Team Leader
• Fan Services Manager
• Senior Marketing Manager
• Loyalty and Insights Manager
• Head of Safeguarding
• Head of Player Care
• Parents and Children
• Wolves Foundation
• Sponsors and Corporate Clients
Scope of job
• Responsible for managing the membership and mascot accounts, keeping a track of membership budget and delivery of matchday experiences.