Senior Tours and Retail Operations Manager

The FA are excited to be searching for a Senior Tours and Retail Operations Manager located at the iconic Wembley Stadium.

The successful candidate will be responsible for the Wembley Stadium Tour and Retail Operations (on event days and non-event days), including maximising revenue and delivering the best possible service for our customers.

What will you be doing?

Responsible for the development, execution and strategic management of the Wembley Stadium Tour:

• Responsible for the day-to-day management and delivery of the Stadium Tour.
• Growth of the Stadium Tour business through the continued development of the tour product, aimed at increasing visitor numbers and revenue.
• Develop business plans and strategy for the Stadium Tour business and implement those plans.
• Use data to provide relevant insights and make recommendations to drive innovation and continued future development of the Stadium Tour.
• Proactively manage key third-party vendor relationships.
• Work collaboratively with key internal stakeholders to ensure the Stadium Tour is delivered effectively.

Responsible for the development, execution and strategic management of the Wembley Stadium Retail Operations (on event and non-event days):

• Responsible for the day-to-day management and delivery of the Stadium's retail operation (including the Stadium Store on event days and non-event days, and the Stadium's retail operation on event days).
• Stadium events include football matches (England, Men's and Women's FA Cup, League Cup, Play-Offs), NFL, rugby league, boxing, concerts and other events.
• Proactively manage the Stadium's retail partner (Fanatics) in all aspects of the Stadium's retail operation.
• Responsible for the production and sale of event day programmes for FA events.
• Growth of the Stadium's retail business through the continued development of the retail operation, aimed at increasing customer numbers and revenue.
• Develop business plans and strategy for the Stadium's retail operation and implement those plans.
• Use data to provide relevant insights and make recommendations to drive innovation and continued future development of the Stadium's retail operation.
• Proactively manage key third-party vendor relationships.
• Work collaboratively with key internal stakeholders to ensure the Stadium's retail operation is delivered effectively.

General accountabilities:

• Line manage the Tours and Retail Operations Manager, as well working collaboratively with other tour and retail staff.
• Support the Head of England Player Relations, Licensing, Retail and Tours.
• Executes additional tasks as required in order to meet FA Group changing priorities.
• Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
• As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
• Executes additional tasks as required in order to meet FA Group's changing priorities.
• Comply with all company policies and procedures to ensure the highest standards of health, safety and well-being can be maintained.
• As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

Please note, that although the FA offers hybrid working - due to the nature of the role the successful candidate must be able to work on-site at Wembley Stadium 5 days a week, including attending the majority of Wembley events and some weekend working.

What are we looking for?

Essential for the role:

• Understanding of the stadium events business.
• Understanding of the tourism/leisure marketplace.
• Proven experience in stadium tours and/or stadium retail operations.
• Strong commercial focus, flexible and target-driven.
• Strong operational experience.
• Strong communication and people skills.
• Passionate about delivering the best possible customer service experience.
• Experience managing/leading a small team.

Beneficial to have:

• Experience managing a stadium tour.
• Experience managing a stadium retail operation.
• Experience of working in a commercial or operational role in the sports industry.
• A good understanding of the sports marketplace particularly football.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
• Free, nutritious lunches, at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional Thank You days leave, volunteering days as well as 25 days annual leave.
• A hybrid working model which offers greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page, https://www.thefa.com/about-football-association/careers

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance