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Head of Commercial | Dunfermline Athletic Football Club
Purpose of the Role
The Ticketing and Retail Manager will be responsible for the club’s ticketing and retail operations, focusing on maximising revenue streams, delivering exceptional customer experiences, and ensuring efficient matchday operations. This role will be pivotal in enhancing fan engagement, supporting commercial growth, and strengthening the club's brand identity.
Key Responsibilities
Ticketing Operations
* Oversee and manage ticket sales, including match day tickets, season tickets, and memberships.
* Ensure accurate setup and operation of the club’s ticketing system (supported by Future Ticketing).
* Respond promptly to customer ticketing inquiries, providing tailored solutions and maximising sales opportunities.
* Liaise with opposition clubs to manage ticketing requirements and ensure compliance with league standards.
* Provide regular ticketing data reports, ensuring accuracy for financial reconciliation and decision-making.
Retail Operations
* Manage the physical and online retail operations (in collaboration with EPOS Now, WooCommerce, and external retail partners).
* Oversee inventory management, conduct stock audits, and control stock levels to optimise product availability.
* Implement and execute seasonal campaigns, including kit launches and promotions.
* Develop relationships with suppliers to ensure high-quality and cost-effective retail offerings.
Marketing and Commercial Growth
* Collaborate with the marketing team to create and execute marketing plans for ticketing and retail.
* Proactively market the club’s products and services, with a strong focus on ecommerce and ticketing growth.
* Contribute to the activation of major sponsor and partner campaigns.
* Support the development and implementation of the club’s vision, mission, and values.
Customer Service and Matchday Experience
* Manage match day ticketing and retail operations to ensure a seamless experience for fans.
* Lead and inspire a team to deliver exceptional service during both weekday and match day operations.
* Ensure all customer interactions meet high standards of professionalism and efficiency.
* Maintain and improve CRM systems to strengthen fan engagement and loyalty.
Person Specification
Essential Skills and Experience
* Minimum of 5 years’ experience in ticketing, retail, or e-commerce management (sports environment preferred but not essential).
* Proven track record in retail and e-commerce operations, including platform management.
* Strong communication and interpersonal skills, capable of working across teams and with external partners.
* Commercially astute with the ability to identify profitability opportunities.
* Proficient in IT systems, including Microsoft Office (Excel, Word, PowerPoint).
* Exceptional organisational skills with attention to detail.
* Experience in a customer-facing managerial role, particularly in a football or sports setting.
* Knowledge of league ticketing and retail requirements.
* Familiarity with CRM development and digital transformation initiatives.
* Motivated, driven, and eager to contribute to the club’s growth.
This role offers an exciting opportunity to contribute to the continued success of Dunfermline Athletic Football Club, fostering a stronger connection with fans and creating an exceptional match day experience.
Closing date for applications is Friday 14th March 2025
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales and Business Development
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