Visitor Attractions Commercial Operations Manager

City Football Group; Manchester; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

26 days' annual leave + birthday day

Private healthcare

Dental cover

Discretionary annual bonus

Health Cash Plan

Employee Assistance Programme

Company pension

Life assurance

Free on-site parking

Complimentary breakfast and lunch

Stadium tour discounts

Cycle to work

Give As You Earn

Discounted match tickets

City Store savings

City+ subscription

Job summary

Manchester City is seeking a Visitor Attractions Commercial Operations Manager to lead the commercial performance of its visitor offerings at the Etihad Stadium in Manchester. You will drive secondary-spend initiatives, manage supplier relationships and oversee the souvenir photography operation to deliver measurable revenue and an exceptional visitor experience.

You will own secondary-spend delivery across souvenir photography, guidebooks and vending, developing plans against targets and

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.

Responsibilities

• Lead the commercial performance of Manchester City's Visitor Attractions.
• Shape secondary-spend activity and improve customer propositions across the Medlock Square destination.
• Own delivery of secondary-spend performance for souvenir photography, guidebooks and vending.
• Develop practical plans against targets, monitor sales, conversion and spend per visitor.
• Identify opportunities using customer and operational insight to improve commercial return.

Skills

Commercial ops

Retail experience

Team leadership

Upselling

Sales data analysis

Budget 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., 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.

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.

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.

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.
• 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.