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Commercial Communications Manager (FTC)
Highbury House
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Description

The Communication department is responsible for protecting and enhancing the reputation of Arsenal Football Club with all key stakeholders and driving the 'Arsenal story'.

The primary purpose of this role is to project a positive image of Arsenal Football Club by managing key Public Relations projects relating to Arsenal commercial partners and retail activities plus player media appearances. The post-holder will handle media enquiries on a daily basis with both external and internal stakeholders of the Club.

Please note this role is a fixed term contract commencing from October 2017 - August 2018 to provide maternity cover.

Key Responsibilities

  • Working with the Commercial Communications Manager you will develop and deliver PR strategy and plans (including social media as required) around key commercial initiatives
  • Act as member of 24/7 press office developing and delivering Club statements to external media and staff
  • There may be requirements to work matchdays and attend media days at our training ground.

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • Must be educated to minimum degree level

Specific Experience:

  • Experience of building effective PR campaigns including social media and effective measurement
  • Previous experience in a busy press office
  • Experience of managing celebrity/sports people through working for a leading football/sports organisation
  • Experience of dealing with national and international media

Abilities/Skills/Knowledge:

  • Skill to handle incoming media inquiries
  • A good understanding of social media
  • Effective planning and end to end delivery
  • A good knowledge of football generally
  • Must be able to work under pressure to tight deadlines
  • Creative ideas and ability to drive media coverage and social engagement
  • Ability to present and communicate information in a confident manner - and create clear and concise copy
  • Strong internal and stakeholder management
  • Standard professional level IT skills

Hours of Work

Your normal basic week is 09:00 to 17:00 from Monday to Friday including one hour for lunch; a total of 40 hours per week. Matchday working as and when required.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 29 June 2017 to apply for this vacancy.

Closing Date: 29/06/2017

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Communications Manager (FTC)
Highbury House
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Description

The Communications Department is responsible for protecting and enhancing the reputation of Arsenal Football Club with all key stakeholders and driving the 'Arsenal story'.

The primary purpose of this is to undertake the planning, development and delivery of internal communication projects to engage Arsenal staff around club strategy and vision and values. To promote Arsenal for Everyone programme internally and externally.

Please note this role is a six months fixed term contract commencing from September 2017 - March 2018 to provide maternity cover.

Key Responsibilities

  • Responsible for enhancing the communications flow internally using the Club's vision and values as its driving force
  • Responsible for organising Be Together all staff forums and sessions to aid understanding of roles across the organisation
  • Manage delivery of intranet upgrade project and set up new content flows
  • Support delivery of CEO/HR communications
  • Draft presentations, correspondence and forewords on behalf of CEO aligned to Club's vision and values
  • Promote the Arsenal for Everyone programme internally and externally
  • Act as key liaison point between contact centre and communications team to respond to fan queries
  • Oversee development and delivery of annual player handbook
  • Assist in communicating the work of The Arsenal Foundation across the organisation as part of living the values

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • Educated to minimum degree level or equivalent preferably in a communications discipline or post-graduate communications/journalism/PR training

Specific Experience:

  • Significant experience of delivering internal and external communications programmes
  • Significant experience in a busy communications office and creative PR agency - preferably working in the sport or charity sector. Strong understanding of on-line/digital channels
  • Skill to handle incoming media enquiries
  • A good understanding of social media
  • Effective planning and end-to-end delivery of PR plans
  • A good knowledge of football generally
  • Must be able to work under pressure to tight deadlines
  • Creative ideas and ability to drive media coverage and social engagement
  • Ability to present and communicate information in a confident manner - and create clear and concise copy
  • Strong internal and stakeholder management
  • Standard professional level IT skills

Abilities/Skills/Knowledge:

  • Jobholder must have ability to direct and operationally work within and manage teams of disparate stakeholders, with associated and project management skills.
  • Able to motivate and engage staff in projects and events
  • Jobholder must have excellent communications and team working skills
  • Ability to demonstrate experience/interest/knowledge of the football industry
  • Ability to present and communicate information in a confident manner
  • Ability to demonstrate precision, flair and creativity in all aspects of work
  • Ability to plan and prioritise activities and demonstrate operational problem identification and solving skills
  • Standard professional level IT skills

Hours of Work

Your normal basic week is 09:00 to 17:00 from Monday to Friday including one hour for lunch; a total of 40 hours per week. Matchday working as and when required.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 30 June 2017 to apply for this vacancy.

Closing Date: 30/06/2017

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Casual Contact Centre Advisor
Highbury House
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Description

The Contact Centre is the first point of contact for the club and deals with general enquiries and a wide variety of queries from supporters and the public. This department is responsible for Customer Services, including the sale and renewal of circa £100 million of tickets per season, providing excellent customer service to purchasers/supporters at all points of the buying cycle, including ticketing related operations on matchday.

The purpose of the role is to deliver excellent customer service across the various differing product offerings by responding to customer contacts. Contacts can be over the telephone, face to face, via Email, white mail or fax.

Key Responsibilities

  • To answer calls, emails and letters as well as delivering excellent face to face customer service within both the Arsenal Contact Centre and the Box Office windows
  • To deal with questions and queries and provide resolutions to contacts covering a number of different work streams such as ticketing, tours, membership queries, Junior Gunner support, Arsenal Retail, Disability support and all other general information requests
  • To work as part of a team, assisting both other members within the team, and the Contact Centre Management team to deliver excellent service in a timely manner
  • To be responsible for ensuring that individual KPI's are met as part of the Performance Management programme
  • To assist and resolve complaints following the correct escalation procedures and endeavouring to deliver win-win for customer and Arsenal Football Club
  • To assist on all matchdays and event days and provide the relevant duties as requested by the Management team
  • To provide support and assistance on ad hoc projects and duties as required

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • Educated to GCSE standard, or equivalent

Specific Experience:

  • Previous experience in a customer service role within either a Contact Centre or Face to Face environment
  • Preferably prior working knowledge relating to at least one of the work streams within the Contact Centre

Abilities/Skills/Knowledge:

  • Possess the ability to communicate to a high level both verbally and written communication
  • PC proficient
  • Confident in operating standard office applications
  • Comfortable operating different software applications concurrently.

Hours of Work

Hours of work will vary on a weekly/ monthly basis and will include matchday and event day working.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 30 June 2017 to apply for this vacancy.

Closing Date: 30/06/2017

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CRM Executive
Highbury House
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Description

The Customer Relationship Management (CRM) team forms part of the Commercial Division at the club. The Commercial Division consists of the Media, CRM and Marketing (MCM), Retail, Licensing and Stadium Tours, Business Strategy, Partnerships and Premium Sales, Services and Operations.

The CRM team is responsible for working cross functionally and across multiple channels to maximise the commercial revenue that can be generated through centralised fan / customer interactions.

The primary purpose of this role is to support the Insight Manager in administering and responding to business requests for reporting and data analysis utilising data from the clubs CRM system(s).

The post-holder will provide support to ensure that the clubs CRM tools are utilised effectively and efficiently to deliver best in class customer and supporter analysis, and that its capabilities are maximised to best drive and protect commercial revenues.

Key Responsibilities

  • Work within the MCM Group to coordinate reporting & data analysis requests from key stakeholders to ensure work is prioritized and scheduled in line with the Commercial Divisions strategy
  • Establish and develop strong relationships with both internal / external customers / suppliers
  • Ensure agreed Service Levels are met
  • Support the Insight Manager in producing supporter related reporting for the commercial diversion
  • Work with Campaign team to produce best in class campaign reporting from Adobe Campaign for all key campaign stakeholders, including ROI of campaigns
  • Work with Campaign team to report results of all campaign testing, back to key campaign stakeholders
  • Work with the Insight Manager to develop detailed analysis on all KPIs in order to drive improved campaign performance
  • Work with the CRM Business team in provision of reporting within Microsoft Dynamics CRM
  • Utilise the clubs analytical tool (FastStats) to provide insight on the clubs data to the key stakeholders
  • Support the Insight Manager in the delivery of analysis and regular reporting on the clubs core data sets which consist of Ticketing, Paid Memberships, Hospitality, Retail and Digital Membership
  • Support the Insight Manager in defining the approach to analysing and reporting on 3rd party partner data
  • Analysis of survey responses conducted by the Club
  • To support the Campaign team with campaign planning, testing and execution, as and when required
  • Recommend the selection criteria for multi-channel marketing campaigns, based on previous campaign analysis and results
  • Recommend campaign testing strategies
  • Support the campaign Quality Assurance (QA) process
  • Learn and understand the makeup of the club's customer data in order to assist in reporting and data analysis
  • Identify gaps in the clubs data that can be filled through the utilisation of external data sets such as the acquisition of lifestyle / geo-demographic data, Partner data, etc
  • Assist the CRM team in managing the flow of customer data across the CRM estate. This includes keeping any of the necessary documentation to govern the marketing data model up to date

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • Degree educated
  • Formal training in Marketing Automation (i.e. Adobe Campaign) and/or Analytical Tools (i.e. FastStats)

Specific Experience:

  • One to two years of CRM or Data Analysis related experience an advantage

Abilities/Skills/Knowledge:

  • Analytical
  • Strong Excel skills
  • Working knowledge of Word and PowerPoint
  • Familiar with the principles of direct marketing - Test and Learn
  • Understanding of hypothesis testing
  • Business minded/focused
  • Quick and keen to learn
  • Focused & good attention to detail
  • Proactive
  • Ambitious
  • Confident Communicator

Hours of Work

Your normal basic week is 09:00 to 17:00 from Monday to Friday including one hour for lunch; a total of 40 hours per week. Some weekends and bank holidays as and when required.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 7 July 2017 to apply for this vacancy.

Closing Date: 07/07/2017

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Casual Matchday Steward
Emirates Stadium
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Description

Arsenal Football Club is currently seeking exceptional Stewards to work on matchdays/major events on a casual basis at Emirates Stadium.

As an Arsenal Football Club Steward, you will operate as an ambassador for the club and provide a best in class service in order to enhance the fan and customer experience, whilst ensuring safety and security standards are maintained at all times.

Suitable candidates should be 18 years old and above, smart, friendly and confident when dealing with members of the public.

Responsibilities will include:

  • Preventing unauthorised entry into the Stadium
  • Ticket checks following protocol
  • Ensuring safe entry and exit of fans
  • Manage, monitor and control crowds safely
  • Monitoring exit gates, lifts & staircases
  • Manage conflict and queue management
  • Offer fans and guests exceptional matchday experience

Successful applicants on a casual worker basis must be able to demonstrate the following:

  • Skills and expertise - relevant customer service experience
  • Fan and customer focus - ability to communicate effectively with all guest types
  • Teamwork and drive results - working in a fast paced and busy environment, desire to achieve targets
  • Live the values - live and breathe 'The Arsenal Way', have an understanding of football, and be able to demonstrate club knowledge and history is desirable
  • The availability and flexibility to work evenings, weekdays and weekends
  • Be prepared to work in all weather conditions

Please note successful applicants will be required to undergo a DBS check.

Successful applicants will be invited to an assessment centre on Thursday 13 July 2017 at the Emirates Stadium. Times will be confirmed at a later date.

Please note, you have until 23:59 on Tuesday 4 July 2017 to apply for this vacancy.

*For administration purposes, it's essential you complete your application with first name and surname as stated on your passport.

Closing Date: 04/07/2017

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Commercial Communications Manager (FTC)
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