Visitor Attractions Commercial Operations Manager

Manchester City Football Club; Manchester; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

26 days annual leave

Private healthcare and dental cover

Annual discretionary bonus

Health Cash Plan

Employee Assistance Programme

Company pension and life assurance

Free on-site parking

Complimentary breakfast and lunch

Access to sports and leisure clubs

Cycle to work

Give As You Earn

Discounted match tickets

City Store savings

City+ subscription

Stadium tour discounts

Job summary

Manchester City Football Club is seeking a Visitor Attractions Commercial Operations Manager based at The Etihad Stadium in Manchester. You will own secondary-spend performance across souvenir photography, books and vending, shaping plans against targets and monitoring spend per visitor.

You will link Visitor Attractions with Hotel, F&B, Conferences and Events, Product, Sales and Marketing to drive cross-selling and simple, bookable customer journeys.

Qualifications

• Experience in commercial operations, retail, visitor attractions or another customer-focused sales environment.
• Experience leading and supporting a team to deliver sales and customer-service outcomes.
• Direct experience of sales, upselling, customer conversion and secondary-spend activity.
• Ability to contribute commercial insight to product development and improve customer-facing propositions.
• Experience managing budgets, P&L performance or commercial targets, with confidence using numerical and sales data to identify opportunities.
• Clear communication, organisation and stakeholder-management skills, including the ability to coordinate cross-functional initiatives and work with external suppliers.

Responsibilities

• Own the delivery of secondary-spend performance across souvenir photography, guidebooks and vending.
• Develop practical plans against targets, monitor sales, conversion and spend per visitor.
• Coordinate cross-functional initiatives across Medlock Square with Hotel, Food & Beverage, Conferences and Events, Product, Sales and Marketing.
• Lead the souvenir photography operation and manage suppliers.
• Provide reporting, forecasting and commercial insight to shape visitor experience.

Skills

Commercial operations

Retail / visitor attractions

Team leadership

Sales & upselling

Budget & P&L management

Stakeholder management

Customer experience improvements

Job description

Based at The Etihad Stadium in Manchester, this permanent, full-time role will lead the commercial performance of Manchester City’s Visitor Attractions. You will shape secondary-spend activity, improve customer propositions and connect teams across the wider Medlock Square destination to create more valuable, seamless visitor journeys. With responsibility for commercial initiatives, supplier relationships and the souvenir photography operation, you will help turn insight and ideas into measurable revenue and an excellent visitor experience.

Who We Are

Manchester City is a football club rooted in East Manchester, with a story that began in 1880 and continues to grow today. Built on resilience, belief and togetherness, success on the pitch is driven by the moments and memories shared with millions of Fans around the world. City is known for its bravery, its determination to the very end and its strong connection to where we come from. With Mancunian roots and a global outlook, we are shaped by our Fans and driven by a long-term vision, from developing future talent to supporting the communities we call home. Together, we are creating the next chapter, the City way.

Within Visitor Attractions, we create memorable experiences for visitors across Stadium Tours, the Museum and related attractions. Our team brings together visitor experience, operational delivery and commercial thinking to help people connect with the Club while supporting the continued growth of the wider Medlock Square destination.

The Role

As Visitor Attractions Commercial Operations Manager, you will own the delivery of secondary-spend performance across areas including souvenir photography, guidebooks and vending. You will develop practical plans against agreed targets, monitor sales, conversion and spend per visitor, and use customer and operational insight to identify opportunities that improve commercial return.

You will act as a key commercial link between Visitor Attractions and Hotel, Food and Beverage, Conferences and Events, Product, Sales, Marketing and other teams across Medlock Square. Working with the right stakeholders, you will coordinate cross‑selling, referrals and bundled propositions, helping to turn agreed ideas into simple, bookable customer journeys that work across relevant channels and touchpoints.

You will also lead the souvenir photography operation and team, manage relevant suppliers, support guidebook and other sales initiatives, and provide clear reporting, forecasting and commercial insight. By balancing revenue performance with high‑quality service, you will help shape the visitor experience, improve ways of working and support future product and operational decisions.

What You’ll Bring

• Experience in commercial operations, retail, visitor attractions or another customer‑focused sales environment.
• Experience leading and supporting a team to deliver sales and customer‑service outcomes.
• Direct experience of sales, upselling, customer conversion and secondary‑spend activity.
• Ability to contribute commercial insight to product development and improve customer‑facing propositions.
• Experience managing budgets, P&L performance or commercial targets, with confidence using numerical and sales data to identify opportunities.
• Clear communication, organisation and stakeholder‑management skills, including the ability to coordinate cross‑functional initiatives and work with external suppliers.

Why Choose Us

Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work.

• 26 days’ annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus.
• Access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.
• Free on‑site parking, complimentary breakfast and lunch, and access to a range of sports and leisure clubs.
• cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.

City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.