Venue Experience Director (maternity Cover) in London, London

Venue Experience Director (6–9-month Maternity cover)

Salary:                  £119,000 Pro rata

Location:             London

The Opportunity

I am excited to be working with a large multipurpose Leisure and Sports venue in London. The role is Maternity cover for 6 – 9 months, and I am looking to engage with an accomplished Venue Experience Director who wants to be a part of the senior Commercial Team and drive the guest experience across a multi-revenue stream stadium venue. This pivotal leadership role is responsible for overseeing a diverse portfolio of premium hospitality, membership, retail, and visitor attraction operations, ensuring exceptional standards and commercial success.

Key Responsibilities

• Lead three core departments—Premium Experience, Customer Service, and Membership—ensuring all areas and projects are tracked and aligned with business objectives.
• Guide the Premium Experience team in developing and evolving high-end hospitality spaces, introducing innovative concepts, and elevating the guest offering.
• Consistently exceed the expectations of all members and visitors, ensuring every interaction creates positive, lasting memories.
• Participate in SLT meetings, communicate effectively with the board, and provide detailed updates to senior stakeholders. Strong written and verbal communication is essential.
• Oversee and maintain the highest standards of quality, achieving top guest and client satisfaction scores.
• Provide strategic leadership to the Guest Experience and Contact Centre teams, fostering a cohesive approach to achieving organisational objectives.
• Manage relationships with catering partners, driving innovation and best-in-class concepts to enhance guest satisfaction and financial performance.
• Work closely with internal teams to drive operational excellence, innovation, and continuous improvement in products and processes.
• Ensure seamless delivery of all guest requirements for matchday and non-matchday events, including invitations, suite and membership management, parking, and concierge services.
• Leverage operational experience and data insights to identify and implement opportunities for enhancing the guest experience.

Skills & Experience Required

• Proven background in the sports, hospitality, or leisure sectors.
• Demonstrated ability to lead, inspire, and develop large teams, driving exceptional guest service and satisfaction.
• Strong strategic thinking skills with a track record of shaping and executing a vision for high-quality guest experiences.
• Excellent relationship-building skills with both internal and external stakeholders.
• Successful in leading change initiatives that deliver new guest benefits.
• Solid commercial and financial knowledge, including previous P&L responsibility.
• Advanced operational skills with a history of delivering outstanding results within budget and agreed timelines.
• Experience managing customer communication and service challenges in large consumer-focused organisations.
• Highly organised, adept at managing multiple projects, prioritising tasks, and meeting tight deadlines independently.
• Successful track record in project management, particularly in leading change initiatives to deliver new guest benefits.
• (Advantageous): Experience overseeing multiple sites or venues, with the ability to manage a varied portfolio across public and private sectors.

If you are passionate about delivering world-class guest experiences and have the leadership and commercial skills to make a significant impact, contact david@corecruitment.com for this exciting opportunity.

Voceer presents this job opportunity for COREcruitment, a 50 person sized company who are categorized as a Recruitment Agency.

This position is being managed by COREcruitment, a reputable recruitment agency known for placing candidates in desirable positions.