Hospitality Sales & Experience Manager

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. We believe the key to achieving this goal is connection and collaboration. Everyone coming together, working from one of our Manchester United office locations every working day to share skills, knowledge and ideas, building on the best of what we already do and looking at where we need to change and innovate. 

The Purpose:
You 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 e.g. dynamic pricing and continuous improvements across all product and package offerings.

Lead the team to deliver world-class experiences for all clients, both on event days and via pre and post event touchpoints. Develop product offering and operational processes to ensure word class Account Management support can be provided by team members.

The Role:

• 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 your world class hospitality sales strategy and deliver world class account management support through a productive, efficient and collaborative team.
• Your focus will be on customer touch points, channels and content, ensuring up to date information is displayed clearly to maximise conversion.
• Develop an integrated growth strategy for the Executive Club and continuous improvements across all product and package offerings with a full, ongoing, “street to seat” optimisation review.
• 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.

The Person:

• Proven success in a hospitality management role with an excellent understanding of the latest offerings/trends within sport, and optimal customer experience.
• Experience with team and key account management, with excellent people and communication skills.
• Excellent negotiation skills.
• Self-motivated with a proactive approach to work.
• Ability to use initiative to forward plan and resolve issues.
• Previous experience of team/people accountability.
• Critical thinker, with the ability to work under pressure.
• A natural problem solver with the ability to coach others.
• Excellent attention to detail.
• Experience in developing digital content including HTML would be beneficial but not essential.
• Experience of working with data, intermediate excel knowledge including formulas, lookups, pivot tables and ability to accurately segment data.
• Excellent communication skills, both written and verbal, and the ability to explain complex matters cohesively
• Excellent knowledge of Microsoft Office packages including Excel.
• Proactive approach, forward thinking and able to plan ahead.