Membership Experience Manager, Hospitality

Fulham Football Club; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A prominent sports club in London seeks a Member Experience Manager, Hospitality to deliver exceptional experiences for members. You will lead hospitality programs, create engaging events, and build lasting connections. Ideal candidates will have experience in hospitality, strong interpersonal skills, and a passion for enhancing member engagement. This role offers a dynamic work environment and the opportunity to make a significant impact.

Qualifications

• Experience in hospitality and customer care.
• Proven ability to design and deliver engaging events.
• Strong interpersonal skills for building member relationships.

Responsibilities

• Curate elevated hospitality member experiences.
• Design a year-round calendar of events beyond matchdays.
• Gather and act on member feedback to enhance offerings.

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Position Purpose

The Member Experience Manager, Hospitality is responsible for shaping and delivering unforgettable experiences for the Club's hospitality members - both on matchdays and throughout the year.

This role brings The Riverside's membership programme to life, creating moments that consistently exceed expectations while reflecting the ambition and distinct identity of the Club's premium offering and capability.

Requirements and Responsibilities

As Member Experience Manager, Hospitality you'll lead the Club's hospitality member experience, benefits and events programme, creating lasting value and building meaningful, long-term connections. It's a highly visible, hands-on role that blends hospitality, membership, events and customer care into one.

Working closely with colleagues across Fulham Pier, Marketing, Partnerships and Account Management, you'll design and deliver a distinctive, year-round programme that keeps members engaged, feeling valued and connected to both the Club and other members.

The following is a non-exhaustive list of the responsibilities of the role:

• Curate and deliver elevated hospitality member experiences that strengthen community, deepen connection to the Club and drive long-term loyalty.
• Design, deliver and evolve the benefits programme, ensuring it remains distinctive, relevant and tier-appropriate.
• Plan and activate a year-round calendar of events and experiences beyond matchdays that create genuine added value.
• Create surprise-and-delight moments and proactive engagement initiatives that enrich the membership experience.
• Curate relationships with both Fulham Pier and Club partners to create exclusive cross-tier offers, promotions and experiences that extend membership value.
• Collaborate with Marketing and Account Management to ensure communications are clear, timely and engaging across all channels.
• Gather and act on member feedback, using insight to enhance benefits, experiences and operations.
• Use CRM and reporting tools to segment audiences, personalise engagement and measure satisfaction, applying insight to shape future programme design.
• Be a visible, welcoming presence on matchdays and at member events, engaging across all tiers and reinforcing premium standards.

*First round interviews will take place on the 29th & 30th of September