Position Purpose

The Sales Operations Manager, Hospitality is responsible for the systems, processes, data governance, and operational readiness that the Club’s end-to-end premium sales, servicing, renewal, and matchday delivery operation rely on.

Your goal is to ensure that every part of the premium customer journey - from first enquiry through to matchday delivery and retention - is supported by disciplined workflows, accurate and trusted data, and clear cross-functional ownership.

This role exists to protect and enable premium revenue by ensuring sales activity is operationally sound, delivery-ready, and consistently executed. Your work directly supports revenue confidence, operational consistency, and industry-leading customer experience across both seasonal and match-by-match hospitality products.

This is a hands-on, cross-functional role that connects commercial performance, operational delivery, and technical systems, with a clear focus on preventing failure, reducing risk, and enabling sales teams to perform with confidence.

Requirements and Responsibilities

The following is a non-exhaustive list of the responsibilities of the role:

Own systems, workflows, and operational standards: Own, maintain, and continuously improve the systems, workflows, and operational standards that underpin premium sales, servicing, renewals, and matchday delivery, ensuring they are robust, scalable, and consistently applied.
Own revenue operations discipline: Maintain strong operational discipline across premium sales activity, including pipeline hygiene, deal progression, forecast accuracy, and renewal readiness, proactively resolving issues that put revenue delivery or customer experience at risk.
Own CRM governance and data integrity: Act as the operational owner of the premium CRM and related commercial systems, defining and enforcing data standards, workflows, lifecycle stages, and reporting logic so systems operate as a single source of truth.
Design and manage end-to-end customer workflows: Design, document, and manage end-to-end premium customer workflows from enquiry through to renewal, ensuring clear ownership, consistency of execution, and scalability across teams.
Embed accountability and cross-functional alignment: Work with sales, account management, and operational teams to assign clear ownership for key processes and handovers, partnering with Finance, Marketing, Legal, Technology, and Operations to ensure alignment in practice.
Own matchday readiness and handover: Own the commercial-to-operations handover for premium matchdays, setting readiness cut-offs and ensuring guest data, access, product integrity, and service information are accurate, complete, and delivered on time.
Protect financial and access accuracy: Own the operational accuracy of contracting, invoicing, payment, and access workflows across premium products, working closely with Finance to ensure clean reconciliation, minimal revenue leakage, and timely issue resolution.
Provide insight, risk management, and improvement: Use operational and data insight to identify risks and opportunities, inform decision-making, and drive continuous improvements that strengthen revenue protection, efficiency, and customer experience.
Lead change and system adoption: Lead the rollout and adoption of new systems, tools, and processes, ensuring clear documentation, training, and sustained adoption across commercial and operational teams.

The Sales Operations Manager, Hospitalitymust have:

Demonstrable experience in sales operations, commercial operations, or business operations, ideally within sport, venues, hospitality, or membership-led environments
Strong workflow design and operational management skills, with confidence operating in complex, revenue-critical environments
Advanced experience using and owning commercial systems (e.g. CRM, ticketing, finance, or workflow automation tools)
Strong data literacy, with the ability to build reporting, support forecasting, and translate insight into operational or commercial action
Confidence to enforce standards, challenge poor practice, and hold teams accountable where process discipline impacts revenue or delivery
High personal accountability, attention to detail, and the ability to manage multiple priorities under pressure
Flexibility to support matchday delivery and peak operational periods as required

Ideally, the Sales Operations Manager, Hospitalitywill also have:

Experience supporting system rollouts, process automation, or operational change in live environments
Familiarity with premium customer journeys, hospitality memberships, or seasonally renewing revenue models
Experience working across integrated systems (e.g. CRM ↔ ticketing ↔ finance ↔ access control)
A strong interest in live sport, hospitality, premium experiences, or client-led service environments

Fulham Football Club

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Sales Operations Manager, Hospitality