Venue Experience Director (Maternity cover)
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Venue Experience Director (Maternity cover)
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Venue Experience Director (6:9:month Maternity cover)
Salary: A GBP 119,000 Pro rata
Location: London
The Opportunity
I am excited to be working with a large multipurpose Leisure and Sports venue in London. The role is Maternity cover for 6 : 9 months, and I am looking to engage with an accomplished Venue Experience Director who wants to be a part of the senior Commercial Team and drive the guest experience across a multi:revenue stream stadium venue. This pivotal leadership role is responsible for overseeing a diverse portfolio of premium hospitality, membership, retail, and visitor attraction operations, ensuring exceptional standards and commercial success.
Key Responsibilities
* Lead three core departments:Premium Experience, Customer Service, and Membership:ensuring all areas and projects are tracked and aligned with business objectives.
* Guide the Premium Experience team in developing and evolving high:end hospitality spaces, introducing innovative concepts, and elevating the guest offering.
* Consistently exceed the expectations of all members and visitors, ensuring every interaction creates positive, lasting memories.
* Participate in SLT meetings, communicate effectively with the board, and provide detailed updates to senior stakeholders. Strong written and verbal communication is essential.
* Oversee and maintain the highest standards of quality, achieving top guest and client satisfaction scores.
* Provide strategic leadership to the Guest Experience and Contact Centre teams, fostering a cohesive approach to achieving organisational objectives.
* Manage relationships with catering partners, driving innovation and best:in:class concepts to enhance guest satisfaction and financial performance.
* Work closely with internal teams to drive operational excellence, innovation, and continuous improvement in products and processes.
* Ensure seamless delivery of all guest requirements for matchday and non:matchday events, including invitations, suite and membership management, parking, and concierge services.
* Leverage operational experience and data insights to identify and implement opportunities for enhancing the guest experience.
Skills And Experience Required
* Proven background in the sports, hospitality, or leisure sectors.
* Demonstrated ability to lead, inspire, and develop large teams, driving exceptional guest service and satisfaction.
* Strong strategic thinking skills with a track record of shaping and executing a vision for high:quality guest experiences.
* Excellent relationship:building skills with both internal and external stakeholders.
* Successful in leading change initiatives that deliver new guest benefits.
* Solid commercial and financial knowledge, including previous P and L responsibility.
* Advanced operational skills with a history of delivering outstanding results within budget and agreed timelines.
* Experience managing customer communication and service challenges in large consumer:focused organisations.
* Highly organised, adept at managing multiple projects, prioritising tasks, and meeting tight deadlines independently.
* Successful track record in project management, particularly in leading change initiatives to deliver new guest benefits.
* (Advantageous): Experience overseeing multiple sites or venues, with the ability to manage a varied portfolio across public and private sectors.
If you are passionate about delivering world:class guest experiences and have the leadership and commercial skills to make a significant impact, contact for this exciting opportunity.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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