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Senior Account Executive – Executive Box Level
Highbury House


Department Description

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.

Job Purpose

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.

Key Responsibilities

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

Specific Experience:

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.

Closing Date: 23/06/2019

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