Guest Experience

About the Role

Guest Experience Leadership

• Lead the delivery of the stadium Guest Experience Strategy across all events.
• Manage the end-to-end guest journey for General Admission, Premium Hospitality, Corporate, VIP, VVIP and Accessible guests.
• Ensure guest experience considerations are embedded into event planning, readiness reviews and operational delivery.
• Develop and maintain guest service standards, operating procedures and service level agreements across all customer touchpoints.
• Act as the venue subject matter expert for customer experience and service recovery.

Customer Journey Management

• Own and continually enhance guest journey mapping across every touchpoint including Know Before You Go communications, arrival and transport, parking and wayfinding, security and screening, ticket validation and entry.
• Cover fan zones and activations, hospitality and premium areas, food and beverage experiences, seating bowl experience, accessibility services, departure and egress, and post-event engagement.
• Conduct regular journey reviews to identify pain points, service gaps and improvement opportunities.

Guest Feedback & Satisfaction Management

• Own the stadium-wide guest feedback programme.
• Develop mechanisms for collecting guest insights from surveys, digital platforms, kiosks, QR codes, CRM systems and event-day interactions.
• Produce post-event guest experience reports and satisfaction dashboards.
• Monitor guest sentiment, Net Promoter Score (NPS), Customer Satisfaction (CSAT) and experience trends.
• Present findings and recommendations to senior leadership.
• Establish and maintain guest experience KPIs and service standards.
• Drive continuous improvement initiatives based upon guest feedback and operational data.

Complaint Management & Service Recovery

• Lead the stadium Complaint Management and Service Recovery Framework.
• Act as the primary owner of all guest complaints from receipt through final closure.
• Manage complaint investigations and coordinate responses across departments.
• Ensure service recovery actions are completed within agreed service level targets.
• Escalate major and critical incidents to the Venue Operations Director where required.
• Oversee VIP and VVIP complaint resolution processes.
• Ensure root cause analysis is completed for significant guest incidents.
• Track corrective actions and verify implementation.
• Chair post-event lessons learned sessions relating to guest experience failures and service recovery.

Operational Improvement & Corrective Actions

• Develop and maintain a guest experience corrective action register.
• Assign accountable owners and completion deadlines for improvement actions.
• Monitor progress and ensure actions are delivered within agreed timescales.
• Measure effectiveness of implemented improvements.
• Identify recurring issues and lead cross-functional improvement projects.
• Drive a culture of accountability and continuous improvement across venue departments.

Event Day Operations

• Lead the Guest Services operation on event days.
• Manage and support the two Guest Services Leads.
• Oversee deployment of Guest Experience teams, Fan Support Ambassadors and Guest Support personnel.
• Monitor guest experience performance throughout the event.
• Coordinate responses to guest issues, complaints and service requests.
• Act as the senior escalation point for guest-related incidents.
• Liaise with the Venue Operations Director and Event Duty Manager on operational matters impacting guest experience.

Cross-Functional Collaboration

• Work closely with Venue Operations, Security, Stewarding, Ticketing, Hospitality, Food & Beverage, Commercial, Marketing, Transport & Mobility, Medical Services, Accessibility Services and VVIP Protocol Teams.
• Ensure guest expectations are understood, operationally planned and successfully delivered.

Premium, VIP & VVIP Experience

• Support the planning and delivery of premium hospitality experiences.
• Ensure dedicated guest journeys are designed and delivered for VIP and VVIP guests.

Requirements

• Proven experience leading guest experience strategy and delivery across all customer segments including GA, Premium Hospitality, VIP and VVIP.
• Experience owning guest feedback programmes, complaint management and service recovery frameworks.
• Ability to develop and maintain guest service standards, operating procedures and service level agreements.
• Experience measuring guest satisfaction through NPS, CSAT and experience trends and presenting findings to senior leadership.
• Strong cross-functional collaboration with operations, security, ticketing, hospitality, F&B, marketing and transport teams.
• Experience leading event-day guest services operations and managing guest experience teams.
• Ability to conduct root cause analysis and drive corrective actions for significant guest incidents.
• Commitment to creating an inclusive environment with equitable access for all audiences.