The Football Association
Customer Engagement Manager
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Customer Engagement Manager
Customer Engagement and Accessibility Manager
Be at the heart of Wembley Stadium’s world-class visitor experience!
About the Role The Football Association (The FA) is seeking a customer-focused and proactive professional to deliver an unparalleled guest experience across Wembley Stadium. Your role will ensure enquiries, complaints, and feedback are managed with professionalism, efficiency, and excellence, embedding customer engagement across all touchpoints—telephone, email, social media, live chat, and CRM platforms.
You’ll play a critical role in leading customer operations, driving continuous improvement through data-driven insights, accessibility excellence, and cross-team collaboration. On event days, you’ll provide strategic direction to the Customer Engagement Event Day Team, ensuring operational readiness, guest resolution, and seamless execution.
Key Responsibilities
Strategic Leadership &Department Oversight
- Support the Senior Customer Engagement and Accessibility Manager in planning, delivering, and evolving customer engagement strategies for Wembley Stadium and The FA.
- Line-manage Customer Engagement Officers, fostering high performance through coaching, performance management, and professional development.
- Lead the end-to-end Event Day Customer Engagement Team, including recruitment, training, deployment, and real-time management on event days.
Customer Operations & Support
- Proactively and reactively manage guest enquiries, complaints, and escalations via Freshdesk and all customer contact channels, ensuring timely, accurate, and customer-centric resolutions.
- Oversee and continuously optimise CRM systems, self-service portals, and knowledge platforms, leveraging customer insights and data analytics (e.g., Excel) to identify trends and drive efficiency.
- Ensure digital customer communications (Freshdesk, Chatbot, Help Centre) are accurate, consistent, and up-to-date.
Stakeholder Collaboration & Event Readiness
- Work collaboratively with teams such as Ticketing, Crowd Safety, Medical, and Safeguarding to ensure operational preparedness for events.
- Lead accessible ticketing customer service, particularly during high-demand periods, and continually improve processes for efficiency and inclusivity.
- Provide operational leadership on event days, including decision-making for guest satisfaction, accessibility adherence, and stadium-wide engagement.
- Maintain flexibility to work events, adhering to the Wembley schedule (evenings, weekends, and public holidays).
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Performance & Operations Growth
- Align with departmental objectives and service standards, meeting performance targets while adapting to business priorities.
- Execute additional duties as required to support The FA’s evolving priorities.
- Comply with organisation-wide policies for health, safety, and well-being standards.
Critical & Regulatory Commitments
Every employee at The FA is required to complete a DBS check, in line with legislation and safety protocols.
About You
Essential Criteria
- Proven experience in a customer-facing role.
- Strong problem-solving and decision-making skills, adapted to fast-paced environments.
- CRM administration and continuous improvement expertise, including customer journey design, knowledge management, and process optimisation.
- Significant administrative experience, with proficiency in Microsoft Office (advanced Excel is essential).
- Experience analysing customer feedback, operational data, and performance metrics to inform service improvements.
- Hands-on experience in managing customer enquiries, complaints, and escalations.
- In-depth knowledge of accessibility, equality, and inclusive service principles.
- Ability to work in dynamic environments while adapting to shifting priorities.
- Exceptional organisational skills and stakeholder management.
- Flexibility to work irregular hours (including evenings, weekends, and public holidays).
Desirable Experience
- Contact centre expertise.
- Familiarity with ticketing systems.
- Experience planning and deploying event-day teams (recruitment, training, rostering).
- Hands-on experience with matchday/event day operations.
- Exposure to ADR services (e.g., STAR or IFO) or IVR systems.
- Knowledge of Microsoft Dynamics.
- Background in sport, entertainment, or live events.
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Benefits & Perks
Working Environment
- Iconic workplace: Anchored under the Wembley Arch, with access to The FA’s world-class Elite Performance Centre at St. George’s Park.
- Hybrid role: A balanced approach, blending contract-based office days at Wembley Stadium/St. George’s Park with remote working flexibility.
Competitive Rewards
- Event-day tickets, exclusive internal events, and a thriving culture that supports well-being and connections.
- Free lunches at both Wembley and St. George’s Park (nutritious options).
- Comprehensive benefits:
- Free private medical cover.
- Contributory pension scheme.
- An additional ‘Thank You’ day and volunteering leave, plus 25 days of annual leave (in addition to standard UK holidays).
Development & Growth
- Competitive salary, aligned with market standards.
- Collaborative, inclusive environment, strong commitment to diversity, equity, and representation.
- Opportunities to progress within The FA’s football and operational sectors.
why work here? Join a passionate team that enables high-performing football, evokes the passion of 250,000+ Wembley matches, and thrives in shaping a welcoming, inclusive culture. Share your talents where they’re invested in—at The FA.
For full details and to explore our culture, visit [The FA Careers](https://www.thefa.com/about-football-association/careers). Current application guidelines are available there too.
The FA prides itself on diversity and strives to be an equal opportunities employer. Please mention any specific requirements during the application process.
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