Arsenal Football Club was born when a group of workers at Dial Square armaments factory in Woolwich, notably exiled Scotsman David Danskin and Jack Humble, decided to form a football team to break the monotony of factory life.
Since that Dial Square team played its first match against Eastern Wanderers in 1886, Arsenal has gone on to become one of London’s most successful football clubs and one of the most famous names in modern football, with millions of followers and fans worldwide.
Steeped in history and tradition, Arsenal Football Club has thrived on a pioneering and innovative spirit that has existed throughout its 125 years in existence. While society and football may have changed during this time, Arsenal has always served to create a sense of community for people in Islington, across the UK and globally.
Arsenal Football Club exists to make our fans proud wherever they are in the world and however they choose to follow us. That pride is driven by success on the pitch. Success with our academy, women’s and men’s teams competing for and winning trophies. Playing and winning our way; with our unique and beautiful style of football.
Success for us also means winning off the pitch in all we do to ensure we live and breathe our values consistently. Acting with class and integrity in all club decisions and matters, working together and being sustainable are how we do things at Arsenal.
These elements make us who we are. We are always thinking about others, ensuring we get decisions and details right and committed to going above and beyond expectations for the team, the club, our fans and everyone. Together we are stronger and successful.
The club is entering a new and exciting chapter, both on and off the pitch. This is a fantastic time to join one of the best clubs in the league/Europe and help shape the next chapter and journey ahead.
How we perform in our head office and non-football related activities specifically leads to the funding and fuelling of our performances on the pitch. Our virtuous circle model is very special in football and to the way we operate and being able to immediately and directly play a key role in contributing to the success of this club in the future is a fantastic proposition and job responsibility.
Ticketing & Services Function
The Ticketing & Services Function is responsible for the sale and renewal of millions of tickets per season, providing excellent customer service to fans at all points of the buying cycle, including ticketing related activities on match days.
The function plays a leading role in selling out the stadium, building fan connections to the Club and managing the match day experience for our general admission fans.
Specifically, the Service Centre is there as the core communication hub for our global fan base to contact Arsenal. It handles circa 1 million contacts per annum, via telephone, email and face to face channels. For a team of approximately 30, this is an incredible effort and leading service centre.
The Role: Head of Fan Experience
Due to the incumbent being promoted within the club, the opportunity has arisen for a new head of fan experience to be appointed. This high-profile position / role works within the Ticketing and Services Department and plays a fundamental part in the planning and execution of the Arsenal Fan Engagement Experience strategy within the context of General Admission Ticketing and Fan Services, by developing and delivering continuous improvement programmes which make Arsenal a truly fan focused organisation, recognised for award winning levels of service. The role requires understanding of new technologies and tools to optimise operational efficiencies and the experiences for both fans and employees.
Outside of the Ticketing and Services function, the job holder has overall responsibilities for the experience provided to our general admission fans on match days. This covers a broad range of activities and contacts so virtual management; strong collaboration with various Arsenal departments and communications are essential.
The job holder will be responsible for the service standards of the Club’s outsourced ticketing provider, our partners and suppliers, ensuring a seamless and excellent level of service run across all contact channels.
This high profile, critical role will be responsible for all fan touch points across multiple product ranges. The job holder will manage the internal Service Centre consisting of 35 team members and four managers and be responsible for ensuring Arsenal consistently provides exceptional services and experiences to our fans worldwide.
Every interaction fans have with Arsenal Football Club is critical to building connections. This role is vital to enhancing fans engagement with the Club across all products and services, recognising the mutual value to fans and the club alike.
Specifically, the duties for the management of the Centre include:
Qualifications & Skills
The ability to engage and influence at all levels is crucial. The successful applicant must have high levels of integrity and understand that the ”how” is as important as the “what” for this unique business area. Acting with class is a core club value and what makes us unique. The job holder will be expected to live and breathe the club values consistently.
Required Specific Experience:
Applications must be submitted via SRi‘s Apply Now button above.
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