Vacancy overview

Salary and Benefits

Competitive salary

5% Club Bonus Scheme

23 days holiday increasing to 28 days based on length of service

Non-Contributory Pension scheme / Private Health Care

Membership for domestic games, Tickets for International Games and loads more

The Position

Our ambition is to be the best cricket venue in the World and to achieve this we need to offer our fans, supporters, and visitors the best and most memorable experience.

This role will plan and execute the full fan experience on match-days at The Kia Oval - and when Surrey County Cricket Club play at an out ground – being the lead contact and decision maker.

Liaising with all departments, this position will be integral to the smooth and efficient running of match-days and will require organisation, stakeholder management and a proactivity.  

What you’ll do

• Plan and deliver a comprehensive and successful match-day activity programme ranging from scorecards to big screen content, to Family Zone activity ensuring that the experience is tailored to suit the audience. This will include sourcing and managing of third-parties who can help improve the fan experience.
• Serve as the main contact for all departments – primarily operations, security, retail catering, ticketing and finance – to ensure all areas of the business are aware of all necessary elements of a match-day (i.e. any half-time activity, in-bowl activations, partner experiences)
• Collate and circulate summary of fan experience events to key internal staff after every match-day, reporting on any issues, customer satisfaction scores and improvements for future events
• Continually review all signage around the grounds to ensure it is accurate, located in the optimum locations, and own the ground map
• Identify and review the whole customer experience from first point of contact (i.e website) to last point of contact (i.e feedback) and identify areas for improvement
• Ensure the Club has strong relations with all fans and supporters’ groups by participating in structured dialogue, focus groups, and managing relationships with supporter groups to understand fan’s needs
• Champion the voice of Members and supporters internally, ensuring their views and feedback are represented and considered in key decisions
• Work closely with our Accessibility Liaison Officer to ensure that The Kia Oval is suitable for fans with accessible needs
• Work with the Marketing team to ensure that the ground is correctly branded, as well as the Venue Director on overall ground presentation
• Keep track of new technology, trends, best practise at other venue’s helping identify new ways of improving the customer experience at The Kia Oval
• Work with our Kia Oval Ambassadors to ensure that they are adding value to the match-day experience
• Work with the ECB on, and in the build-up to, international match-days at The Kia Oval to ensure the smooth operational delivery of the Test Match and One-Day International
• Be the champion for all match-day business tools, such as Halo Solutions, ensuring all staff are trained and optimising the use of the software
• Ensure all relevant departments are aware of the demographic of fans attending each match-day so that the experience can be tailored accordingly
• Manage the Club’s Family Zone experience on T20 match-days to create a unique, entertaining, and interactive area, working closely with our Sponsorship Manager
• Utilise the off-season to liaise with fans to get an understanding as to how their match-day experience can be improved, and facilitating any ground updates with the operations team

The Person

The successful candidate will have the following experience / skills / qualities:

Essential:

• Excellent communication skills, and able to develop strong relationships with key stakeholders
• A proactive and can-do attitude
• The ability to multi-task and work in fast-paced environments
• Forward-thinking
• A passion for live events
• Strong organisational skills
• H&S qualification