Venue Experience Director (6:9:month Maternity cover) Salary: A GBP 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 and 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 and 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 for this exciting opportunity.