Venue Optimisation Executive

Brentford Football Club; Greater London; On-site; GBP 27,000 - 33,000; Full time

Job summary

Brentford FC is seeking a Venue Optimisation Executive to drive ticketing and sales across stadium operations. The role blends face-to-face, phone and email engagement with fans to deliver industry-leading customer service and revenue opportunities.

You will support the Venue Optimisation Lead in go-to-market activities, maintain CRM data, and work with multiple departments to enhance the fan experience at Brentford’s home venue.

Qualifications

• Experience in B2C and B2B sales environments.
• Exposure to a ticketing environment and familiarity with ticketing systems.
• Previous exposure to different ticketing systems; Ticketmaster experience is a plus.
• Strong CRM skills with ability to update customer records accurately.
• Proactive, collaborative approach to delivering high-quality venue and ticketing experience.

Responsibilities

• Share observations with Safeguarding Team.
• Support go-to-market sales strategy for venue optimisation.
• Ensure industry-leading service at the stadium box office.
• Maintain knowledge of product offering to maximise sales.
• Develop understanding of ticketing system capabilities to maximise opportunities.
• Show initiative and solve problems efficiently.
• Maintain and update club CRM system.
• Provide daily reporting to Venue Optimisation Lead and Team Leader.

Skills

B2C sales experience

B2B sales experience

CRM skills

Ticketing systems

Ticketmaster experience

Customer data accuracy

Job description

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

• 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 equity, diversity and inclusion. We strive to create a culture that celebrates difference and ensures fairness, safety, representation, and belonging. We recognise that some groups remain underrepresented in our workforce and are actively working to change this. As part of that commitment, we strongly encourage applications from people of all backgrounds — particularly those from ethnically diverse communities, women, LGBTQ+ individuals, and disabled people. We’re committed to a fair and inclusive recruitment process, with all decisions made based on merit and suitability — regardless of background or protected characteristic. Should you be selected for interview, we welcome the opportunity to discuss any specific arrangements, accommodations or reasonable adjustments you may require to be made.

Safeguarding Statement

Brentford FC is fully committed to promoting equality, and to safeguarding the welfare of all children and adults at risk. Safeguarding is everyone’s responsibility and is a core part of the Club’s culture. All staff and volunteers share a collective duty to create and maintain a safe and supportive environment, both on and off the field. To ensure this, all staff are required to complete regular safeguarding training appropriate to their role. This training supports a proactive and informed approach to safeguarding practice. The successful candidate will be expected to understand, adhere to, and actively uphold all relevant safeguarding policies and procedures. This includes recognising signs of abuse or harm, responding appropriately, and reporting any concerns in a timely manner to the Club’s Safeguarding Team. Brentford FC operates safer recruitment practices. We remind individuals that it is a criminal offence for a person barred from engaging in regulated activity to apply for a role that involves such activity.

Brentford FC stands apart from many other Premier League clubs. We put our fans at the heart of everything we do, and we take pride in being a genuine community club. Although we operate sustainably, we’re unafraid to take calculated risks. Our culture is something we value deeply - an environment built on development, inclusion and the confidence to think differently. Being progressive, humble and respectful, while working together as one team across the entire Club, shapes the way we operate and the decisions we make every day.

In partnership with Brentford FC, the Brentford FC Community Sports Trust is a pioneering force within the local community. Harnessing the power of sport, the Trust works to educate, motivate and inspire people from all backgrounds. Together, we deliver a wide range of programmes across education, employability, sports participation, health and community engagement.