Venue Experience Director (6–9-month Maternity cover)
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
Salary: £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 & 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&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.
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