Hospitality Experience Manager
Location: Old Trafford Stadium
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.
The Role:
The Hospitality Experience Manager will lead and motivate a team of Account Managers dedicated to delivering exceptional service to seasonal hospitality clients. This role is responsible for strengthening client relationships, driving operational excellence, and enhancing the overall experience through effective reward and benefit initiatives. The ideal candidate is a strategic leader with strong operational insight, excellent communication skills, and a passion for premium hospitality.
Key Responsibilities
Team Leadership & Development
1. Lead, coach, and mentor a team of Account Managers, driving performance, accountability, and professional growth.
2. Set clear objectives, conduct performance reviews, and provide continuous feedback and support.
3. Build a collaborative, customer centric team culture focused on excellence and continuous improvement.
Client & Account Management
4. Oversee seasonal hospitality accounts, ensuring consistent service delivery during peak and off-peak periods.
5. Build and maintain strong client relationships to identify needs, anticipate challenges, and deliver tailored solutions.
6. Monitor client satisfaction, addressing issues proactively and identifying opportunities to enhance service.
Operational Excellence
7. Develop and standardise processes that support efficient planning and delivery of hospitality services.
8. Ensure all hospitality deliverables including, logistics, staffing, communications, and reporting are executed on time and to the highest standard.
9. Collaborate with internal teams (operations, sales, marketing, etc.) to align priorities and deliver seamless service.
Benefits Planning & Execution
10. Lead the planning, launch, delivery, and wrap-up of seasonal hospitality benefits, including timelines, budgets, and resource allocation.
11. Track performance metrics and implement improvements that enrich guest experience and client outcomes.
12. Ensure compliance with company standards, industry best practices, and relevant regulations.
Strategy & Innovation
13. Monitor market trends, client insights, and emerging needs to inform service enhancements and innovation.
14. Contribute to strategic planning and long-term growth objectives for the hospitality division.
15. Implement customer experience strategies that elevate service quality, strengthen loyalty, and drive client retention.
The Person:
We are looking for someone who has:
16. Bachelor’s degree in hospitality management, Business Administration, or is qualified by equivalent experience.
17. Significant experience in hospitality operations, client services, or account management.
18. Experience leading a team in a fast-paced environment.
19. Strong communication, interpersonal, and relationship-building skills.
20. Demonstrated ability to manage multiple seasonal client programs and shifting priorities.
21. Skilled in problem-solving, conflict resolution, and delivering high-touch service.
22. Client-focused mindset with a commitment to delivering exceptional experiences.
23. Calm under pressure with strong organisational and multitasking abilities.
24. Collaborative, motivating leader who inspires team success.
25. Strategic thinker with operational discipline and attention to detail.
What We Offer:
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:
26. Annual incentive scheme
27. Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
28. Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
29. Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
30. Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
31. Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
32. A Supportive Work Environment that values diversity, equity and inclusion, and individual growth