Strategic Hospitality Manager

2 weeks ago


Manchester, United Kingdom Manchester United Full time
Hospitality Sales and Experience Manager Role

At Manchester United, our focus is to create a high-performance environment where everyone can be their best, working together towards our common goal of football success. This role will lead a team to maximise seasonal and match-by-match hospitality sales, growth and renewal strategies. A key focus will be on ensuring all hospitality products are covered within our holistic marketing plan, and revenue targets are achieved via dynamic pricing and continuous improvements across all product and package offerings.

Key Responsibilities
  • Lead on ensuring hospitality requirements are delivered in the wider marketing and planning processes, working closely with the management team to enable cross departmental collaboration and efficiency.
  • Execute a world-class hospitality sales strategy and deliver world-class account management support through a productive, efficient and collaborative team.
  • Work towards delivering and achieving clear priorities which align to club vision and values, namely maximising customer service, sales, and revenue at every opportunity.
  • Support overarching club and departmental revenue and sales priorities by optimising seasonal hospitality churn and driving demand for match-by-match offerings.
  • Ensure exceptional customer satisfaction results are achieved and client's expectations are exceeded in all areas of the operation, by monitoring supporter feedback and making recommendations accordingly.
  • Drive departmental revenue generation through sales data analysis and strategy review.
  • Ensure team productivity and efficiency is maximised and supported by regular 121s and priorities.
  • Motivate and develop team members, ensuring all staff are aware of KPIs and targets, and performance is monitored with regular feedback.
  • Implement a consistent approach to working with other leaders to create a culture of collaboration and high performance.
  • 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.
  • Operate a programme for your team's call handling feedback to manage and improve sales and customer service quality.


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