Account Executive (OTA) - Experiences by Wembley Stadium

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Account Executive (OTA) - Experiences by Wembley Stadium

The FA are looking for an ambitious, delivery focused Account Executive to join the Experiences by Wembley Stadium team.

You will be responsible for managing, developing, and retaining relationships with Official Ticket Agents (OTA) by providing a quality membership service with an authentic, professional approach at all touchpoints.

You will identify opportunities to improve the value proposition and to create retention opportunities and revenue growth, and work with the sales team on the delivery of group sales opportunities for seasonal and C&O products.



This is an ideal opportunity for someone in the earlier stages of their career, looking to build on their experience and grow professionally at the iconic Wembley Stadium.



Please include a cover letter with your application, clearly outlining your motivations for applying for this role and why you think you meet the criteria.



What will you be doing?

• Ensure that the membership services and retention strategy is delivered by owning and building excellent account management relationships with existing OTAs.
• Ensure annual satisfaction and renewal targets are achieved.
• Ensure existing OTAs receive a consistently excellent level of customer service in all interactions and that commitments are met, and expectations exceeded.
• Develop and maintain key relationships and keep accurate records of customer interactions and relevant information using the CRM system, always ensuring compliance with GDPR.
• Day to day management of OTA accounts.
• Be present at event day and Connections events as and when required.
• Assist with operational event day roles when required.
• Understand all Experiences by Wembley Stadium products and intuitively know how to position them accurately depending on the customer profile.
• Build and execute longer term strategic account plans and identify opportunities to upsell and raise Experiences by Wembley Stadium brand awareness.
• Work collaboratively with internal stakeholders in Hospitality Operations, Ticketing and Digital Technology to ensure the customer experience is consistently delivered at all touch points.
• Review sales channels to ensure correct agents are selling Experiences by Wembley Stadium and Tap House products.
• Use intuition and creative thinking to deliver solutions and resolutions to complex challenges and queries for Wembley OTA partners.
• Identify opportunities to create improved value within a commercially viable proposition for Club Wembley OTA partners.
• Executes additional tasks as required in order to meet FA Group changing priorities.
• Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
• As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

What are we looking for?

Essential for the role:

• Appetite to succeed in a fast-paced account management environment
• Ambitious and driven to exceed service and retention KPI's and deliver performance beyond targets
• Ability to deliver exceptional customer service and retain a professional approach in all situations.
• Excellent communication, networking and influencing skills with a clear, purposeful, and professional approach.
• Ability to multi-task
• Resilient and tenacious with the ability to work well and in a calm, confident manner at all times

Beneficial to have:

• Experience in sports, events or corporate hospitality account management environments
• Experience in an Accounts Management environment
• Excellent time management, organizational and follow up skills
• Proactive problem solver
• High level of numeracy
• Skilled in Microsoft 365 software including Excel, Word, PowerPoint and Outlook

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.



We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
• Free, nutritious lunches, at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional Thank You days leave, volunteering days as well as 25 days annual leave.
• A hybrid working model offering greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page, https://www.thefa.com/about-football-association/careers

Our Organisation

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.



The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Women's Adobe FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.



We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.



Your contract with The FA will specify a fixed location of Wembley Stadium or St. George's Park unless the role is advertised as a home-based contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

The FA, For All, For You

Our equality, diversity and inclusion strategy forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.



https://www.thefa.com/-/media/thefacom-new/files/about-the-fa/2021/fa_a-game-for-all-strategy.ashx



A Game For All outlines three key strategic commitments - Lead the Change, Be the Change, and Inspire the Change - which will ensure tackling discrimination remains a core priority for English football for years to come.



We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.



We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.



As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

Company

It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and successfully generates enough revenue to support investment of over £150m into English football each year. The FA oversees England international teams across men’s, women’s, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women’s Super League, FA Women’s Championship, and Vitality Women’s FA Cup, and the world-class facilities of Wembley Stadium and St. George’s Park,all with a purpose to Unite the Game and Inspire the Nation.

Football is a game for all, where anyone can change the world.

That might seem a bold claim. But we know it is true. Just look at how football steps up when times are tough. It provides education and empowerment, escapism and enjoyment. Promoting health and well-being, and the power of teamwork. And with our new strategy for 2020-2024, we have a plan for all. Positively impacting every community across the country. Everyone can win if we build on the progress made over the previous four seasons.

Football has the power to bring people together, remove barriers and be a force for good.

Our current equality, diversity and inclusion strategy will run until 2024 and forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.

Our three commitments,

• LEAD THE CHANGE - By actively tackling discrimination on and off the pitch.
• BE THE CHANGE - By building a diverse workforce from the inside out.
• INSPIRE THE CHANGE - By promoting an inclusive and united game which is for all.

Football Your Way – Disability Plan

We have an ambitious new three-year plan titled Football Your Way, to help develop, improve and raise awareness of Disability Football in England.

The new plan is the first of its kind and covers seven key areas, demonstrating our commitment to ensuring that as part of the equality, diversity and inclusion strategy, disabled people have the opportunity to engage and participate in football their way, from grassroots all the way to the elite end of the game. The plan comes under the umbrella of the broader equality, diversity and inclusion strategy, which is about creatingA Game For All .

The launch of the three-year plan, from 2021-2024, outlines our intentions to create a more diverse and inclusive workforce from inside the FA and out, and from top to bottom, whilst also growing participation, increasing the number and quality of coaches, developing an inclusive and diverse talent pathway, increasing support for elite players and raising the profile of disability football at every level.

Football Your Way will allow us to create and sustain a culture across the sport where disabled people have access to all opportunities and feel they truly belong, both on and off the pitch.

The seven pillars of focus are:

•Our People and FA Culture: Build full-scale awareness of what we have to offer disabled people while increasing understanding within the organisation around what it means to have a disability. Enhancing this understanding and creating an increased culture of inclusion will help increase disability declaration and representation within the organisation from 3.3 per cent to ten per cent.

•Participation: A focus on recovering and returning to pre Covid participation levels and then increasing the number of disabled people taking part in football, whether that be simply for fun or for competition across schools, clubs and the community

•Talent Pathway: Ensure that disabled people understand what is available and how they can grow as athletes and showcase how sustainable and inclusive the pathway is. By 2024 the forecast is an increase of 25 per cent of players coming up through the Talent Pathway into England Para teams

•National Teams: Provide world-class coaching and support services for six senior England and associated U21 teams with the aim of every Para team challenging for podium success by 2024. Football Your Way also commits to establishing two new blind and cerebral palsy England Women’s teams by 2024

•Coach Development: Focus on recruiting and developing a great number of quality coaches that can nurture and grow future football players. By 2024, personalised support will have been delivered to all coaches in the talent and international pathway

•Marketing and Communications: Embedding disability into everything that we do. This will range from ensuring disabled people are represented when we showcase our football offerings, to ensuring that we proactively increase the promotion of disability football. This will include driving awareness of opportunities available for disabled players, coaches or administrators and will be about working to challenge stereotypes and change perceptions

•Partnerships: Ensuring sustainable funding is allocated to the future of disability football by securing two additional purpose-led partners.

Football can only become what we choose to make it.

Football means a lot of different things to a lot of different people. For some it’s dreams of elite excellence, for others it’s a way of connecting with their community and levelling the playing field. Both are true. For us, we’ve all got our own dreams and ambitions for how football can adapt, how it’s perceived, who it will reach and whose worlds it will change. Transport yourself ten years into the future, what does football look like?

That’s for you to decide.

WHAT WE CAN OFFER YOU

Lifestyle

• Pension Scheme
• Subsidised Onsite Gym
• Cycle to Work Scheme
• Life Assurance
• Season Ticket Loan

LEARNING AND DEVELOPMENT

At The FA, we are dedicated to developing our people both professionally and personally. We focus on business needs identified from our business planning process as well as the learning needs identified from our performance and development reviews.

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