Fan Services Venue Manager (women's RWC England 2025 LOC)

Fan Services Venue Manager (Women's RWC England 2025 LOC)

FIXED-TERM CONTRACT UNTIL OCTOBER 2025

BASED IN WEBB ELLIS HOUSE, TWICKENHAM

****APPLICATION DEADLINE IS WEDNESDAY 30th APRIL****

Women's Rugby World Cup England 2025 (Women's RWC 2025) will be the 10th edition of the women's tournament. World Rugby, in partnership with the Rugby Football Union (RFU) and UK Sport, have formed a Local Operating Company to plan and deliver the event.

Ambitions for the tournament are at an all-time high as women's rugby is one of the fastest growing team sports in the world. Women's RWC 2025 will be the ultimate stage for the best players, teams and coaches from 16 nations across the globe and is set to be the biggest and most widely watched women's rugby event ever. If you are interested in being a part of a tournament that will celebrate a generational moment for global rugby, apply today!

As a Fan Services Venue Manager, you will be supporting the Fan Services Manager in the last phases of our operational planning to ensure we are delivering on a seamless and engaging experience for all spectators across the fan journey for all venues. A big part of your role will be the task of preparing a training plan for our Fan Services staff and volunteers to inspire and motivate them to deliver the best possible customer service to our ticket holders.

At tournament time, you will act as the functional area lead on site for your allocated venue(s) managing our large volunteer team during the tournament, overseeing accessibility and family-friendly provisions and coordinating with various stakeholders to deliver top-tier services to fans attending the Rugby World Cup 2025. Your role will involve the training of the FSV volunteer team, operational execution of the planned FSV activities on your allocated venue, and will require constant communication with multiple functional areas to ensure the best possible fan experience.

What you'll be doing:

• Support the Fan Services Manager with Training and Readiness preparation for the Fan Services Venue Teams.
• Support the Fan Services Manager in the development and review of fan guides, capturing venue and host city information to provide to spectators.
• Act as the Fan Services venue lead ensuring all aspects of the Spectator Journey (Ingress, Circulation and Egress) are in accordance with agreed planning assumptions, policies and procedures.
• Work with the Venue Manager and the Venue Safety Officer to ensure spectator safety is maintained at all times whilst also delivering excellent customer service to all fans.
• Manage the venue training and deployment of the Fan Services volunteer team, including role creation and allocation, dot planning, briefings and team welfare.
• Motivate and lead the onsite FSV team on the ground, acting as the main point of escalation for FSV at a venue level.
• Ensure the effective implementation of FSV resource requirements from bump in, including workforce, spaces, equipment and technology requirements.
• Collaborate with the Central Fan Services Manager, Fan Experience Manager and the Host City Manager, to coordinate the spectator journey from the closest transport hubs to stadium bowl across your allocated venue / host city location.
• Build key relationships with internal RWC25 and external stakeholders, ensuring FSV operations are communicated and integrated with other areas.
• Ensure that planned accessibility requirements for fans and the FSV workforce are coordinated with other service providers.
• Oversee the bump in/out of on-venue fan plazas alongside the Fan Experience Manager and the Venue Manager.
• Implement and oversee the safeguarding policies and procedures alongside the Venue Safety Team, including lost and found child protocols, ensuring the protection of vulnerable individuals and compliance with safety standards.
• Support across the City Operations team as required.

Experience & knowledge you'll need:

• A comprehensive understanding of Fan Services requirements and operations.
• Experience working with a diverse range of stakeholders and proven success at building excellent working relationships.
• Experience of delivering engaging training programmes for peers and volunteers.
• Experience working with and leading teams of volunteers.
• Proven communication skills and ability to deliver quality reports.
• Ability to work within a multi-disciplinary organisation and to build active, cooperative partnerships with external organisations in an integrated manner
• Ability to creatively apply a high level of knowledge to devise bespoke strategies, delivered to tight deadlines
• Demonstrable strong analytical and problem-solving skills

Nice to Haves:

• Major event experience of working on multi-venue projects.
• Previous experience within venue operations across the RWC 2025 Official Sites including the eight stadium venues.
• A working knowledge of City Operations.
• A working knowledge of the international rugby environment.

PERSONAL ATTRIBUTES:

• A passion for sport and to contribute to the further growth of the women's game.
• Role-models World Rugby's values of Discipline, Respect, Integrity, Passion, and Solidarity.
• A positive, ‘can-do' attitude; someone who is resilient, flexible, curious, and delivery focused.
• Adept at working under pressure in a fast-paced environment, delivering work to deadlines and honouring commitments.
• A collaborative team player, who builds strong relationships with colleagues and a diverse range of stakeholders.
• Excellent planning and organisational skills, managing multiple workstreams at once; meticulous attention to detail.
• Can navigate ambiguity and cut through complexity, taking a logical and creative approach to problem-solving.

Diversity, Equity & Inclusion:

Women's RWC 2025 LOC is committed to building a diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality and inclusion and welcome applications from all individuals, regardless of their background. We strive to be a diverse and inclusive workplace, which reflects the global sport we want to be and where everyone can be themselves and feel they belong.