Visitor Attractions Commercial Operations Manager

City Football Group Limited; Manchester; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

26 days annual leave

Private healthcare

Dental cover

Annual discretionary bonus

Health Cash Plan

Employee Assistance Programme

Company pension

Life assurance

Free on-site parking

Complimentary breakfast and lunch

Sports and leisure clubs access

Cycle to work

Give As You Earn

Discounted match tickets

Savings at City Store

City+ subscription

Job summary

City Football Group Limited in Manchester is seeking a Visitor Attractions Commercial Operations Manager to drive secondary-spend across souvenir photography, guidebooks and vending, turning insights into measurable revenue.

You will coordinate cross-functional teams across Medlock Square, manage supplier relationships and lead the souvenir photography operation, delivering reporting and commercial insight to improve the visitor journey.

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-selling, referrals and bundled propositions across Medlock Square.
• Lead the souvenir photography operation and manage suppliers.
• Provide reporting, forecasting and commercial insight to shape visitor experience and future decisions.

Skills

Commercial operations

Team leadership

Sales & upselling

Commercial insight

Budget & P&L

Stakeholder management

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.

As part of our team, you will receive 26 days’ annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.

Manchester-based employees also benefit from free on-site parking, complimentary breakfast and lunch, and access to a range of sports and leisure clubs.

You can enjoy a range of additional benefits, including 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.

Equal Opportunities

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.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. If you require reasonable adjustments or any support throughout the process, please contact [e-mail] and we will be happy to help.

All CFG recruitment communications originate from @cityfootball.com email addresses. If you receive communications from Gmail, Outlook.com or other personal email services claiming to represent CFG, please verify with the hiring team. Employment is subject to the provision of proof of eligibility to work in the UK.

Due to our safeguarding promise, all UK-based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.