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
