About the Commercial Team:
The Commercial Team at Sunderland AFC is dedicated to driving the club’s growth beyond the pitch. We are a passionate group focused on forging meaningful partnerships, enhancing fan experiences, and maximizing commercial opportunities through sponsorship, marketing, and merchandise. With a diverse set of skills and backgrounds, our team collaborates closely with local businesses and global brands to create innovative solutions that benefit both the club and our community. Our mission is to build a sustainable future for Sunderland AFC while ensuring our fans feel valued every step of the way.
The Opportunity:
Responsible for handling inbound premium sales enquiries. The role includes managing the full booking process with clear follow-up communication to manage expectations.
You will process premium and away ticket allocations, manage and respond to Zendesk enquiries, and keep all premium information and FAQs accurately updated within the system. The role also involves chasing and processing outstanding payments using accounts reports in line with club procedures.
Key Responsibilities:
* Support match day premium administration (client lists, table plans, dietary requirements, and ticket coordination).
* Maintain strong relationships across departments and support the Premium Sales Manager with sales initiatives, reporting, business development activity, digital updates, and monitoring match availability.
* Deliver high levels of customer satisfaction through pre- and post-match communication and feedback collection.
* Accurately record and manage bookings in line with club expectations, focusing on meeting and exceeding KPIs and ensuring full compliance with GDPR and data protection requirements.
What We Ask For:
* Previous experience in administration, customer service, sales support, or hospitality.
* Excellent communication and organisational skills.
* Strong attention to detail and ability to manage multiple tasks effectively.
* Confidence in using Microsoft Office, CRM systems, and booking platforms.
* Customer-focused approach with ability to build and maintain strong relationships internally and externally.
* Professional and proactive attitude with a clear understanding of GDPR and the importance of handling confidential information.
A Basic DBS from Sunderland AFC is required.
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