Venue Optimisation Executive

We will never forget where we have come from, but we are excited about the future that lies ahead.

Job Overview

The Venue Optimisation Executive will be jointly responsible for delivering stadium venue optimisation primarily across our ticketing function, to include sales and retention across season tickets, memberships, match tickets and group tickets. Other Venue Optimisation campaigns can include, but not limited to, retail promotions and other stadium events or hire opportunities.

The role will be a blend of face to face, telephone and email engagement with our wide fan base, with the emphasis on delivering industry-leading customer service.

Key Responsibilities

• To ensure that any concerns you observe, or are raised with you in your role, are shared with the Safeguarding Team through appropriate channels

• Deliver and support the Venue Optimisation Lead and Head of Venue Optimisation with a go-to-market sales strategy for the venue optimisation team and deliver on KPI’s as directed

• Ensure industry-leading service is achieved at the stadium box office

• Maintain complete knowledge of product offering to maximise sales and capture new opportunities

• Develop comprehensive understanding of the ticketing system and its capabilities to maximise opportunities for innovation

• Show initiative and solve problems efficiently and effectively

• Maintain and update club CRM system

• Provide daily reporting and updates to Venue Optimisation Lead and Team Leader

Knowledge

• Exposure to a similar role within an outbound sales environment

• Experience working in B2C and B2B sales environments

• Exposure to a ticketing environment and familiarity with ticketing systems

Specialist Skills

• Previous exposure to different ticketing systems, Ticketmaster system would be an advantage

• Strong CRM skills with experience updating customer records accurately

• Ability to work proactively and collaboratively to provide a high-quality venue and ticketing experience

People Skills

• Excellent communication skills across phone, email and face-to-face interactions

• Strong teamwork skills and the ability to follow direction effectively

• Ability to work collaboratively with internal departments including Ticketing Operations, Stadium Operations, Premium Services and Marketing

External Impact

• Serve as a professional and positive point of contact for supporters and stakeholders

• Deliver a high standard of customer service that reflects Club values

• Support fan engagement efforts to ensure a consistent and exceptional matchday experience

Decision Making

• Use established procedures to make day-to-day operational decisions

• Escalate complex issues to the Venue Optimisation Lead or Team Leader

• Prioritise tasks effectively to meet service standards and sales targets

Innovation

• Proactively identify opportunities to enhance ticketing processes and customer experience

• Suggest improvements to internal workflows or system use

• Support a continuous improvement culture within the Club

General Club Accountabilities

• To comply with all Club policies, including health and safety, data regulations and other legal, ethical and social requirements

• To build and maintain good working relationships while maintaining a professional image

• To keep confidential any information gained regarding the Club and its personnel

• To always maintain a flexible approach to work

Inclusion Statement

Brentford FC is proud to be an organisation that values equity, diversity and inclusion. We strive to create a culture that celebrates difference and ensures fairness, safety, representation, and belonging.

We recognise that some groups remain underrepresented in our workforce and are actively working to change this. As part of that commitment, we strongly encourage applications from people of all backgrounds — particularly those from ethnically diverse communities, women, LGBTQ+ individuals, and disabled people.

We’re committed to a fair and inclusive recruitment process, with all decisions made based on merit and suitability — regardless of background or protected characteristic. Should you be selected for interview, we welcome the opportunity to discuss any specific arrangements, accommodations or reasonable adjustments you may require to be made.

Safeguarding Statement

Brentford FC is fully committed to promoting equality, and to safeguarding the welfare of all children and adults at risk. Safeguarding is everyone’s responsibility and is a core part of the Club’s culture. All staff and volunteers share a collective duty to create and maintain a safe and supportive environment, both on and off the field.

To ensure this, all staff are required to complete regular safeguarding training appropriate to their role. This training supports a proactive and informed approach to safeguarding practice.

The successful candidate will be expected to understand, adhere to, and actively uphold all relevant safeguarding policies and procedures. This includes recognising signs of abuse or harm, responding appropriately, and reporting any concerns in a timely manner to the Club’s Safeguarding Team.

Brentford FC operates safer recruitment practices. We remind individuals that it is a criminal offence for a person barred from engaging in regulated activity to apply for a role that involves such activity.