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Sector: Retail and Wholesale
Role: Manager
Contract Type: Permanent
Hours: Full Time
It's everyone's stadium...
We are excited to be searching for a Tour & Retail Operations Manager, who will primarily be responsible for managing the Stadium Tour Operation and coordinating the day-to-day running of the stadium tour visitor experience.
You will oversee all aspects of delivery including front-of-house, routing, and ticketing sales. You will also ensure that tour guides and support staff are in place and are working together to deliver a best-in-class tour experience to visitors at all times.
In addition, the post holder will support the Senior Commercial Manager as required with the day-to-day management of the Stadium's onsite retail operation around event days when the Tour is closed (role split broadly 70% Tours / 30% Retail).
Although the FA is working within a hybrid model, due to the operational element involved in this role, the successful candidate will be based at Wembley Stadium full-time when the tour is in operation (circa 65% of the working year). Therefore, it is essential the successful candidate can commute to Wembley Stadium.
What will you be doing?
Tours:
* Managing the day-to-day operations of the Wembley Stadium Tour including visitor experience, routing, ticketing, admission, and signage.
* Manage the casual Tour Hosts ensuring they are motivated and retained, overseeing all aspects of rotas and scheduling, ensuring enough coverage for the daily operation and working within budget.
* Maintain and manage day-to-day front-of-house systems including the ticketing system and photography equipment liaising with 3rd party suppliers regarding any operational issues.
* Coordinating administration changes and updates to the online ticketing platform as required.
* Before opening, ensure that the entire tour route is clear of trips, slips, and hazards in keeping with PEAPS standards.
* Responsible for processing monthly casual payroll and tour billing.
* Authorising and checking the final banking and cashing up at the close of business as required.
* Manage internal stakeholder relationships with the Stadium Operations, Security, and Health & Safety teams.
* Manage third-party relationships including e-ticketing, on-site photography, and call centre.
* Organise and hold regular team meetings to share department information and maintain a high level of communication.
* Provide support on the recruitment and training of all Tour Hosts.
* Executing any additional tasks required in order to meet department and FA Group changing priorities.
Retail:
* Provide support with the planning, logistics, and delivery of event day retail operations.
* Attend Event Day Pre-Briefings on behalf of the Retail team.
* Oversee retail accreditation and wristband requests.
* Work with 3rd party vendors to provide timely post-event reports to Finance Dept.
* Provide administrative support in terms of raising purchase orders and invoices.
* Provide support on wider retail projects where required.
* Help identify and exploit new revenue opportunities for The FA.
Other:
* Execute additional tasks as required in order to meet FA Group's changing priorities.
* Comply with all company policies and procedures to ensure the highest standards of health, safety, and well-being can be maintained.
* Complete a DBS check as required.
What are we looking for?
Essential for the role:
* Tourism and leisure experience.
* Proven experience in a relevant level operations role within a large footfall visitor attraction.
* Familiar with safety and operational guidelines.
* Experience in leading a small team and/or a casual pool.
* Highly organised.
* Strong problem-solving skills.
* Ability to lead change and process improvement.
* Experience managing relationships with 3rd party suppliers.
* Ability to build lasting working relationships with stakeholders.
Beneficial to have:
* Knowledge of a stadium/tour environment.
* Retail experience.
* A good understanding of the sports market place particularly football.
* Familiar with e-ticketing systems.
What's in it for you?
We are committed to ensuring everyone can flourish in their roles, with unique office spaces under the arch of Wembley Stadium. We offer a competitive salary and great opportunities to develop and grow in your role, alongside a range of exciting benefits.
* Access to event day tickets at Wembley Stadium.
* Free, nutritious lunches.
* Free private medical cover.
* A contributory pension scheme.
* An additional Thank You days leave, volunteering days, and 25 days annual leave.
For more information on what it is like to work at The FA, please visit our FA Careers page.
Company Overview
The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game and generates significant revenue to support investment into English football each year.
The FA oversees England international teams across men’s, women’s, youth and disability football, as well as running the National League System and FA Competitions, with a purpose to unite the game and inspire the nation.
Equality, Diversity, and Inclusion
We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.
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