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Supporter Services Manager

Sunderland AFC Ltd
Job LocationSunderland
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Sunderland AFC is recruiting for a Supporter Services Manager to lead our Supporter Services Team. On the success of promotion into the Championship last season, this is an exciting time to join the Club as we continue our change programme and ensure wetruly are a people focused Club.The successful candidate will be primarily responsible for all things customer service including the retail and ticketing operations.Key Responsibilities for the role include:

  • Accountable for all retail and ticketing activities
  • Establish and deliver budgets under your control specifically achieving departmental contributions
  • Ensure annual objectives are set for the domain consistent with the budget. Assign responsibility for delivering each objective
  • Ensure all staff have job descriptions consistent with the overall objectives and annual appraisals
  • Work in collaboration with the communications, digital and marketing team to ensure:
o Supporters are informed about operational arrangementso Marketing campaigns are collaboratively devised to maximise sales
  • Take responsibility for updating and delivering the customer service charter
  • Manage the resources in the warehouse, shop, supporter enquiries desk to deliver required ticket and retail services to supporters
  • Establish, communicate and maintain supporter centric services level definitions
  • Accountable for management and resolution of all supporter complaints
  • Process owner for all retail and ticketing processes to deliver the agreed service levels
  • Responsible for relationships with all technology suppliers and manage all other key supply accounts
  • Establish, manage, maintain and review all relevant operational data including agreed metrics to ensure continuous service improvement programme is implemented on a quarterly basis
  • Implement and agreed reporting arrangement to ensure all internal stakeholders are informed of relevant data on relevant timescales
  • To provide strong leadership, direction and negotiating; ensuring staff, suppliers and licensees collaborate to deliver the Clubs retail/ticketing and customer service objectives
  • Adopt the clubs values and behaviours
  • Buying strategy - Range building, Product identification, Pricing structure
  • Negotiation of buying costs to maximise retail margin and club profitability
  • Price setting and monitoring in relation to stock movement
  • Brand Protection
  • Develop Licensing portfolio
  • Manage relationship with kit sponsor
  • GOK ordering and planning in association with Kit Manager and Sporting Director/Academy Manager
Technical Skills and Knowledge
  • Profit and Loss
  • Retail planning and trading
  • Supply chain
  • Buying
  • Warehouse operations
  • Ability to react to trading and market conditions
  • Ability to see and mitigate risk
  • Excellent communication skills
  • Numeracy
  • Organisation and planning skills
  • Presentation skills
  • IT skills
A full job description is available on request.The position is full time (40 hours per week), with working hours being flexible around business demands and may include some evening and weekend work as required, including the need to work occasionally at home matches and special events. You will be expectedto undertake any specific training or Continued Professional Development to maintain your up-to-date knowledge and qualifications.To apply please send your CV and covering letter, stating your current salary and salary expectations to HR Department, Sunderland AFC, Black Cat House, Sunderland, SR5 1SU. The closing date for all applications is close of business Friday 24 February 2023.If your application is successful, you will be contacted for an interview which will take place at the Stadium of Light on a date to be confirmed. Please note the position for which you are recruited may be subject to an Enhanced Disclosure and Barring (DBS)Check. All applicants must be able to verify that they are eligible for work in the UK.EQUAL OPPORTUNITIESSunderland AFC is an equal opportunity employer. We are committed to a policy of treating all employees and job applicants equally. Our aim is that all colleagues should be able to work in an environment free from discrimination, harassment and bullying.SAFEGUARDING CHILDREN & ADULTS AT RISK Sunderland AFC is fully committed to the safeguarding and welfare of children, young people, adults at risk and all vulnerable groups within the organisation. Sunderland AFC owes a duty of care to safeguard all children, young people, adults at riskand all vulnerable groups involved in activities as organised by the football club. Sunderland AFC makes provisions for children, young people, adults at risk and all vulnerable groups through adherence to the Safeguarding Policies and Procedures adopted bythe Club.

Keyskills :
Business PlanningBuyingLeadershipRetailTicketing

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