Almost a year since opening our doors to up to 23,500 fans per show, Co-op Live continues to attract world-class talent and events, drawing comparisons to and surpassing the world’s greatest live entertainment venues in show programming, sound, fan experience, premium hospitality, food and beverage, and more. The UK’s largest live entertainment arena is driven by a dedicated team of music and live event lovers, passionate about offering every visitor, fan, artist, and partner an unrivalled experience, before, during and after every event, as well as giving back to our local community and our planet. Partnership is at our heart, with Co-op Live excelling through meaningful alliances with the likes of naming rights partner Co-op, united by a joint vision to be the very best. The first venue in the UK for owners and operators Oak View Group (OVG), Co-op Live spearheads expansion into Europe and rest of world, a jewel in the crown of a globally renowned portfolio.

Here at Co-op Live, we are looking for a Senior Fan Experience Manager. You will be a part of an awesome venue management team, leading the guest experience team from the front driving success and, leading the production operation including policy and procedure creation, ensuring regulatory compliance and industry requirements to create amazing shows. This role will require event-based shifts which will involve working evenings and weekends. Outside of these core hours the role will work office-based hours.

As a Senior Fan Experience Manager, you will work across all delivery teams to develop & deliver the guest experience strategy delivering a fully inclusive experience. the role involves leading on strategic initiatives to enhance the fan and guest experience at the venue with a focus on the entire guest journey including touchpoints across departments like food & beverage, merchandising and car parking.

You will analyse fan and guest feedback, customer service trends, and report to Senior Leadership Team on a monthly basis on significant developments in fan expectations, identifying trends and opportunities to continually improve and develop our fan and guest experiences. Managing a team of 4, you will provide mentorship and leadership for the guest experience team including guidance, training and performance management.

What Co-op Live will give to you

Alongside the benefit of working with an awesome team of talented people, we want to help you get the best out of your work and have a work life balance.

• Provide you with development opportunities and regular one to ones
• Key objectives for you to succeed in your role
• Your general wellbeing is at the forefront of our minds, we understand the importance of balancing work and personal commitments
• This is an office base role, it’s really important we work together to mobilise the biggest music and live entertainment arena in the UK
• Working 5 out of 7 days - this may include evenings and weekends

Salary: Up to £55,000 dependent on experience

• 25 days holiday plus bank holidays
• Employer pension scheme
• Private Health Care scheme – Vitality
• Life Assurance 4 x basic salary
• Eyecare vouchers
• WeCare Employee Assistance Programme to support you and your family 24hrs, 7 days per week when you need the service
• Company sick pay scheme
• Enhanced family friendly benefits
• Office fruit & snacks
• Team social events

You will be at the top of your game when it comes to providing excellent customer service and an exquisite guest experience for all those visiting our venue. We would love someone to join us with a really good understanding of the Entertainment industry and get behind all of the events we deliver.

We aim to provide the UK with over 120 events and the Senior Guest Experience Manager will take the lead on building solid relationships with our Partners and Professional bodies, be a great leader when it comes to inspiring the team and others and be a strong team player with a focus on delivery and performance.

You will have previous experience in a similar role at a senior level. Be commercially astute with sound financial management skills.

Our Inclusion Commitments

Our venue is for the fans, the artists, everyone! Attracting a diverse workforce which reflects our local community is what will make our venue the best music venue in the UK! 

We understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. We are committed to creating a great place to work amplifying voices from all different backgrounds. There is something for everyone at Co-op Live, come and get involved. 

If you do require any additional support or reasonable adjustments to support your application, please let us know and we will work with you to ensure you have everything you need. We will consider applications from all candidates who are able to demonstrate the required skills necessary to fulfil the role. 

We recognise the importance of safeguarding, dependent on role you may be required to undertake a Disclosure and Barring Service Check, details of which will be shared with you at interview.

If successful in your application, you will be required to provide eligibility to work evidence in line with the ‘Eligibility to Work in the UK’ requirements.