Venue Optimisation Executive

Location: Greater London

*
* Job Title:

** Venue Optimisation Executive
** Job Grade:
** RL1 (Executive)
*
* Reports to:

** Venue Optimisation Team Leader
** Location**:
Vantage, Great West Road, London     
** Department**:
Commercial
** Sub-department:
** Venue Optimisation
** Salary:**   £30,000
** The Club
** Brentford FC is a bit different from other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.We play in a new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.
** Job Overview
** The Venue Optimisation Executive will be jointly responsible for delivering stadium venue optimisation primarily across our ticketing function, to include sales and retention across season tickets, memberships, match tickets and group tickets. Other Venue Optimisation campaigns can include, but not limited to, retail promotions and other stadium events or hire opportunities.

The role will be a blend of face to face, telephone and email engagement with our wide fan base, with the emphasis on delivering industry-leading customer service.
** Key Responsibilities
*** To ensure that any concerns you observe, or are raised with you in your role, are shared with the Safeguarding Team through appropriate channels
* Deliver and support the Venue Optimisation Lead and Head of Venue Optimisation with a go-to-market sales strategy for the venue optimisation team and deliver on KPI’s as directed
* Ensure industry-leading service is achieved at the stadium box office
* Maintain complete knowledge of product offering to maximise sales and capture new opportunities
* Develop comprehensive understanding of the ticketing system and its capabilities to maximise opportunities for innovation
* Show initiative and solve problems efficiently and effectively
* Maintain and update club CRM system
* Provide daily reporting and updates to Venue Optimisation Lead and Team Leader
** Knowledge
* ** Exposure to a similar role within an outbound sales environment
* Experience working in B2C and B2B sales environments
* Exposure to a ticketing environment and familiarity with ticketing systems
** Specialist Skills
*** Previous exposure to different ticketing systems, Ticketmaster system would be an advantage
* Strong CRM skills with experience updating customer records accurately
* Ability to work proactively and collaboratively to provide a high-quality venue and ticketing experience
** People Skills
*** Excellent communication skills across phone, email and face-to-face interactions
* Strong teamwork skills and the ability to follow direction effectively
* Ability to work collaboratively with internal departments including Ticketing Operations, Stadium Operations, Premium Services and Marketing
** External Impact
*** Serve as a professional and positive point of contact for supporters and stakeholders
* Deliver a high standard of customer service that reflects Club values
* Support fan engagement efforts to ensure a consistent and exceptional matchday experience
** Decision Making
*** Use established procedures to make day-to-day operational decisions
* Escalate complex issues to the Venue Optimisation Lead or Team Leader
* Prioritise tasks effectively to meet service standards and sales targets
** Innovation
* ** Proactively identify opportunities to enhance ticketing processes and customer experience
* Suggest improvements to internal workflows or system use
* Support a continuous improvement culture within the Club
** General Club Accountabilities
*** To comply with all Club policies, including health and safety, data regulations and other legal, ethical and social requirements
* To build and maintain good working relationships while maintaining a professional image
* To keep confidential any information gained regarding the Club and its personnel
* To always maintain a flexible approach to work
** Inclusion Statement
** Brentford FC is proud to be an organisation that values…