Head of Business Operations

UK Agri-Tech Centre; Glasgow; On-site; GBP 150,000 - 200,000; Full time

Job summary

A prominent sports organization based in Glasgow is seeking a Head of Business Operations. This role focuses on ensuring world-class supporter services across all operations, including retail and hospitality. The candidate should have a strong background in customer operations and a passion for continuous improvement. Responsibilities include managing ticketing, driving commercial growth, and enhancing overall supporter experience. This position offers a dynamic environment and the opportunity for significant impact.

Qualifications

• Ability to analyze business drivers and performance metrics.
• Proven track record in multi-channel customer operations.
• Experience in a complex business environment desirable.

Responsibilities

• Lead and manage supporter service operations.
• Drive commercial growth across retail and hospitality.
• Enhance engagement and productivity through initiatives.

Skills

Numerical and analytical skills

Customer service expertise

Commercial acumen

Interpersonal skills

Education

Business Management qualification or equivalent

Tools

Integrated customer service systems

Job description

Celtic Football Club is one of the most iconic and successful football clubs in the world. With a global fanbase and footprint, based in Glasgow, Celtic has a proud heritage rooted in community, success, and social responsibility.

In addition to the Men's, Women's, B team and Academy footballing operations driving performance on the pitch, the Club's business operations off the pitch provide for the Club's supporters and the overall development of the Club, including matchday operations, retail, hospitality and stadium operations.

Celtic is deeply engaged in charitable and community work through the Celtic FC Foundation, which delivers projects supporting education, health, social inclusion, and poverty alleviation locally and internationally. This commitment to making a difference is at the heart of everything the Club does.

The Opportunity

The opportunity has arisen to join Celtic in the role of Head of Business Operations.

This role is fundamental to ensuring that supporter services are delivered in a way which ensures world class supporter service is in place.

It will encompass a broad range of supporter services including the oversight of all retail operations, ticketing, hospitality sales, and stadium services.

The individual will play a key role in ensuring our supporters are able to share in the success and experience of being part of Celtic through multi-channel engagement across the Club.

The Head of Business Operations will drive not only performance and development across each of these areas but also lead on the improvement of supporter service frameworks to ensure a seamless supporter experience across all areas of the Football Club, all in line with the Club's strategy and commitment to continuous improvement.

Role Responsibilities

As Head of Business Operations, you will lead the overall team to drive an effective, supportive and engaging function to deliver world class supporter services.

This pivotal role will be responsible for driving supporter service and commercial performance and growth across these key supporter services.

Specifically, the individual will be responsible for leading:

• The operational and commercial management and growth of all retail outlets including club shops, e-commerce, and other concessionary outlets.
• The operational and commercial management of all ticketing operations, ticketing platforms and activities associated with key revenue generating matchday operations.
• The continued development of a first-class hospitality offering and the commercial growth of this.
• Development and management of Stadium services, including the non-match day restaurants, stadium tours/experiences and events.
• Management and oversight of the overall supporter service operation, working closely with the Executive to ensure the highest level of supporter service.
• Leading continuous improvement initiatives that enhance engagement, wellbeing and productivity, with a people-focused approach, aligning with the Club's status as an employer of choice.

Candidate Experience Required

The ideal candidate will be a highly numerate commercially astute customer-oriented leader, with a passion for continuous improvement and a strong understanding of best practices within customer operations.

They will possess most of the following career experience:

• An ability to analyse key business drivers in a diverse range of business operations to understand profitability and performance metrics with a view to driving continuous improvement.
• A proven track record in multi-channel customer operations and evidence of improving the overall customer experience in an integrated manner.
• Experience in a fast-paced, high-profile, complex and large-scale business environment (retail, hospitality, sport, entertainment, or complex commercial organisation would be desirable but consideration will be given to other sectors where appropriate).
• Extensive knowledge and experience of integrated customer service systems, platforms and operating systems.
• A strong financial awareness and commercial acumen is essential for this role.
• Experience of delivering customer services through 3 rd party services and partnerships.
• Demonstrated ability to support and influence at Board/Exec level and build cross-functional partnerships.

In addition, they will bring the following personal qualities:

• A people-first leader with integrity, empathy, and emotional intelligence.
• Commercially astute and resilient under pressure in a dynamic, high-performance setting.
• Passionate about inclusion, development, and values-based leadership.
• Excellent communication, interpersonal and negotiation skills.
• A natural collaborator with the confidence to challenge and support at senior level.
• High level of discretion and professionalism.
• A relevant Business Management (or equivalent) qualification or degree is desirable.

To apply, please send your CV to Megan Shearer, Talent Attraction & Research Consultant at FWB, to or for an initial confidential discussion, please contact them on .