Permanent Full-Time
Location
Manchester, Greater Manchester, United Kingdom
Job Details
eCommerce, Customer Service & Trading Executive
Location: Old Trafford, Manchester
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:
We are seeking a passionate, detail-oriented, and customer-focused E-commerce Trading and Customer Service Executive to join our dynamic team at Manchester United. This role will be crucial in managing the online retail store, ensuring smooth customer interactions, driving sales, and enhancing the overall fan experience. You will work closely with both the trading and customer service teams to ensure that our e-commerce platform runs efficiently and that fans receive a first-class service.
Key Responsibilities:
Customer Service:
* Serve as the primary point of contact for online customers, responding promptly to inquiries via email.
* Handle customer issues, including product returns, exchanges, and order queries, ensuring timely resolutions.
* Monitor customer feedback and proactively suggest improvements to enhance the overall shopping experience.
* Ensure that all customer communication is aligned with the club's values and provides a consistent, high-quality experience.
* Manage customer complaints and work to resolve them in a manner that strengthens the relationship between the fan and the club.
* Manage the relationship with a third party who provide front-line service, advising them of policy changes and working with them to ensure we are continuously improving.
General Administration:
* Monitor and report on customer service KPIs (Key Performance Indicators), including response times, satisfaction ratings, and order issues.
* Support the creation of customer-facing content such as FAQs, product descriptions, and promotional materials.
* Collaborate with other teams (marketing, logistics, and operations) to ensure smooth e-commerce processes and strong customer service.
E-commerce Trading:
* Manage daily operations of the club's online store, including product enrichment, stock levels, pricing, and promotions.
* Assist in the development and execution of product merchandising strategies to maximize sales.
* Support the launch and promotion of new merchandise, ensuring the timely availability of products.
* Coordinate with logistics and inventory teams to ensure that product availability and delivery timelines are met.
* Collaborate with the marketing team to support promotional campaigns and enhance online visibility.
The Person:
Experience:
* At least some experience working in e-commerce, online trading, retail, or customer service
Skills:
* Strong understanding of e-commerce platforms
* Excellent communication skills, both written and verbal, with a customer-first mindset.
* Analytical skills to review sales trends and customer data.
* Ability to multi-task, stay organized, and manage time efficiently in a fast-paced environment.
Personal Attributes:
* Highly motivated, results-driven, and enthusiastic about working in the sports retail environment.
* Ability to work independently and as part of a team in a fast-moving and evolving industry.
* Strong attention to detail, with a passion for delivering excellent customer service and ensuring a positive fan experience.
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:
* Annual incentive scheme
* Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
* Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
* Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
* Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
* Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
* A Supportive Work Environment that values diversity, equity and inclusion, and individual growth
Our Commitment to You:
At Manchester United, we believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity and inclusion are at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
Ready to Join Us?
If this sounds like the perfect role for you, please submit your application by Monday 27th October 2025
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks.
If you need any adjustments to help you perform at your best during the recruitment process, please feel free to contact us, and we will be happy to discuss them with you.
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.