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Senior Premium Memberships Account Executive
Highbury House



To build long term relationships with designated members (predominantly WM Club, although including Club Level), developing these relationships to proactively source new opportunities and maximise revenue, whilst delivering the highest levels of customer service to ensure membership renewal and client satisfaction.


  • To deliver a consistently exceptional standard of customer service to WM Club and Platinum Members
  • To influence and enhance the customer experience by working with the operations team, Delaware and the Premium Memberships Manager to continually refresh and improve the proposition
  • To ensure CRM system is kept up to date of all communications with members, including all past communications and feedback
  • To negotiate and facilitate seasonal renewals of WM Club and Platinum members
  • To build and maintain strong relationships with all WM Club and assigned members - including arranging match-day and non-match-day client meetings
  • To ensure prompt and professional delivery of all WM Club member benefits
  • To respond to member queries in line with the AFC service level agreements
  • Complete all call campaigns within the established timelines
  • Conduct site visits at the Emirates and client meetings externally where necessary
  • Deliver a successful event calendar for WM Club and Platinum Members
  • Identify prospects for the WM Club and Club Level Deposit List through recommendations from current members
  • To maintain and administer an efficient diary management system
  • Where necessary, attend commercial and networking events, such as exhibitions and Chamber of Commerce meetings
  • To liaise closely with other Arsenal Departments and with third party contractors such as Delaware, providing timely and accurate information as required for members
  • To be in attendance during all match day and non-match day events, as appropriate, ensuring consistency of service levels are maintained
  • Identify opportunities for additional spend, both within the hospitality function (ie match-by-match hospitality) and for the club as a whole (i.e. stadium tours)
  • Fulfil administrative tasks as required to ensure customer service levels are maintained
  • To comply at all times with Health and Safety regulations and safe working practices in accordance with current legislation and as detailed in the Company Health and Safety Policy and Procedures
  • Actively monitor personal performance at work, looking to consistently contribute to personal objectives and team goals, and focus own activities accordingly
  • Undertake other tasks that from time to time may be allocated to the jobholder that are appropriate to the level/grade of the job
  • To assist AFC meet its commitment to provide equal opportunities and encourage diversity in employment and related policies
  • Comply with all relevant AFC policy and procedures, including those relating to Health and Safety, Data Protection, IT usage etc.



  • Educated to degree level (or equivalent) desired

Specific Experience:


  • Administration experience within a fast paced, pressurised and heavily customer focused environment
  • Excellent IT skills including a strong working knowledge of all Microsoft applications
  • Experience using data management / CRM systems such as Microsoft Dynamics or similar
  • Demonstrable experience in a client-facing role
  • Experience within the events or hospitality industry, particularly with regard to events attended by high net worth individuals and/or major corporate clients
  • Good industry knowledge, particularly with regard to football and specifically Arsenal


  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Delivers tasks with skill and urgency
  • Supports Club decisions and follows through on commitments made
  • Uses initiative and is proactive; helping to create and implement new ideas
  • Builds and maintains positive working relationships
  • Actively cooperates and communications with others, fostering a culture of teamwork and collaboration
  • Is trustworthy, respects colleagues and demonstrates a willingness to help others achieve their goals
  • Seeks out and acts upon opportunities to improve the fan and customer experience
  • Acts with honesty and integrity, demonstrates respect, diversity and is professional at all times
  • Deals effectively with problems to avoid escalation; endeavours to deliver 'right first time'
  • Proactively takes on new responsibilities and seeks out opportunities to learn new skills
  • Demonstrates the up to date knowledge and skills required for the role
  • Uses common sense, past experience and intellectual rigour and insight to plan and execute activities
  • Behaves in a way consistent with the Club Values

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.

Closing Date: 24/03/2019

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