Matchday Coordinator
Full Time (40 hours)
Sunderland AFC are looking to recruit a match day coordinator to be responsible for creating and maintaining a positive customer experience for all supporters at SAFC first team home games. Working closely alongside Processing and Fulfilment to ensure ownership of processes are successfully passed from Commercial to Delivery teams. To have an innovative mindset that focuses on continuous improvement.
Core Responsibilities & Accountabilities:
- Planning and implementation of long-term strategies to improve the home matchday experience for supporters across multiple areas, including Hospitality, fanzones, Public Catering areas, and entertainment.
- Visiting competitor Stadiums where possible and researching industry practices and events that SAFC could implement.
- Working alongside the Processing and Fulfilment role to ensure information is effectively passed to the required stakeholders.
- Chair Hot Debrief meeting at kick-off each match and supply minutes to stakeholders.
- Deal with any customer queries/issues as they arise in a professional and efficient manner.
- Ensure all matchday processes and procedures are followed appropriately and keep the procedure document up to date if any changes are made.
- Coordination and supervision of matchday Hosts, including scheduling, regular communication with the host team, pre-match briefing, and collation of post-match feedback.
- Collection of the Man of the Match player from the changing room and supervise their journey across Suites for their presentations.
- Ownership of matchday child mascot coordination, flag bearers and Stadium Tours alongside Tours coordinator.
- Ownership of entertainment on the concourse, including buskers and Samson and Delilah club mascots.
- Lead and coordinate complaints handling and resolutions relating to Matchdays for the Events domain.
- Work alongside the Marketing team to ensure customer focused visuals are in place for Matchdays, including LED's, posters and advertising.
- Liaise with Sunderland City Council, Sunderland BID, venues within Sheepfolds and other relevant stakeholders to create strategies that improve the matchday experience for supporters.
- Collaborate with the Safeguarding team to ensure compliance with EFL Safeguarding regulations across the matchday teams; including mascots and flag bearers.
- Support the key tasks of the Processing & Fulfillment role _during their annual leave.
- There is a requirement to work all home matches.
- Use of our ticketing software, Ticketmaster to assist in the management of Hospitality packages.
- Process and fulfil any concert/major event requirements as required by the Major Events and Project Lead.
The position is full time (40 hours per week), with working hours being flexible around business demands and include all home matches and special events, including evening and weekend work as required.
If you feel you have the relevant skills and wish to be considered for this position, please apply using the following link:
https://irecruit.efl.com/vacancies/524/matchday-coordinator.html
If your application is successful, you will be contacted for an interview which will take place at the Stadium of Light on a date to be confirmed. Please note the position for which you are recruited may be subject to an Enhanced Disclosure and Barring (DBS) Check. All applicants must be able to verify that they are eligible for work in the UK.
EQUAL OPPORTUNITIES
Sunderland AFC is an equal opportunity employer. We are committed to a policy of treating all employees and job applicants equally. Our aim is that all colleagues should be able to work in an environment free from discrimination, harassment and bullying.
SAFEGUARDING CHILDREN & ADULTS AT RISK
Sunderland AFC is fully committed to the safeguarding and welfare of children, young people, adults at risk and all vulnerable groups within the organisation. Sunderland AFC owes a duty of care to safeguard all children, young people, adults at risk and all vulnerable groups involved in activities as organised by the football club. Sunderland AFC makes provisions for children, young people, adults at risk and all vulnerable groups through adherence to the Safeguarding Policies and Procedures adopted by the Club.