The Premium Sales, Service and Operations (PSSO) team is responsible for the seasonal and match-by-match (MBM) sales, service and operation of all premium level guests at Emirates Stadium on Arsenal match days. This includes 7,000 Club Level seats and a further 2,000 seats on box level (145 boxes). This department is responsible for delivering best in class service to supporters and visitors to Emirates Stadium by delivering memorable and seamless experiences.
The primary purpose of this role is to deliver first class customer service and account management to the Executive Box Level clients. Along with developing these relationships, you will be responsible for proactively sourcing new opportunities to maximise revenue, negotiate renewals and ensure minimal churn.
Ensure that premium members receive a consistently high level of customer service
To Negotiate and facilitate Box Level renewals, at the end of each contract term
Grow revenue by way of up selling boxes, and relocation
Ensure CRM system is kept up to date of all communications with members, including all past communications and feedback
Respond to box holder queries in line with the AFC service level agreements
To ensure customer records are up to date and recorded on the CRM
Where necessary attend commercial and networking events
To work closely with other members of the box level team on relevant events appropriate for clients
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
To control all non-matchday events whereby box holders have access such as Emirates Cup/Concerts etc
Fulfil administrative tasks as required to ensure customer service levels are maintained
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 the club in meeting its commitment to provide equal opportunities and to 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.
Main Job Requirements and Person Specification
Educated to a degree standard, or equivalent
Relevant experience in a client-facing role
Business 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
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
Excellent communication and negotiating skills
Able to deal with difficult and challenging situations
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
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.