Premium Experience Architect
Brentford FC
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Job summary
Brentford FC is seeking a Premium Experience Lead to deliver exceptional service for Premium Seat Holders across the member journey. You will report to the Head of Premium and oversee day-to-day service, matchday delivery and renewal activity to strengthen the Club’s premium offering.
You will lead a small team, coordinate with Sales, Ticketing, Marketing, Operations and Finance, and ensure high standards of communication, personalisation and problem resolution on both matchdays and non-matchday
Qualifications
- Experience in premium customer service, hospitality or VIP guest management.
- Understanding of premium hospitality, membership renewals and customer journeys.
- Experience working with Sales, Ticketing, Marketing, Operations and Finance to resolve issues.
- Knowledge of luxury service principles and personalisation.
Responsibilities
- Lead the end-to-end premium member journey from onboarding to renewal.
- Manage day-to-day premium member services and respond to inquiries.
- Own the annual premium renewals programme.
- Oversee onboarding for new Premium Seat Holders.
- Collaborate with internal departments and partners for premium experiences.
- Line manage Premium Services Executives.
- Deliver the premium member communications strategy.
- Maintain CRM records and produce service performance reports.
- Support Head of Premium with objectives and policy adherence.
Skills
Tools
Job description
Brentford FC is seeking a Premium Experience Lead to deliver exceptional service for Premium Seat Holders across the member journey. You will report to the Head of Premium and oversee day-to-day service, matchday delivery and renewal activity to strengthen the Club’s premium offering.
You will lead a small team, coordinate with Sales, Ticketing, Marketing, Operations and Finance, and ensure high standards of communication, personalisation and problem resolution on both matchdays and non-matchday
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