An exciting, newly created opportunity has arisen at The Football Association. We are looking for a Membership & Operations Manager to drive growth, engagement and revenue across a new England membership proposition that is due to launch soon.

This is a pivotal moment for England. Record levels of fan engagement, major tournament success and a home men's EUROs on the horizon mean this new membership proposition will transform how we connect with England fans across all teams, delivering enhanced experiences and meaningful membership benefits.

Sitting at the heart of this transformation, you will lead acquisition, engagement and retention activity, working closely with colleagues and external partners to deliver campaigns that cut through and achieve measurable impact.

You will manage end to end membership and ticketing operations, coordinate internal and external stakeholders and support fan engagement initiatives that maximise operational efficiency and the supporter experience. This is a key role in delivering The FA's vision of world class events that unite fans and celebrate English football at Wembley Stadium, St. George's Park and beyond. The role includes line management responsibility for one direct report.

Please note this role is based at Wembley Stadium a minimum of two days per week. You will also be required to attend England fixtures both home and away, including overseas tournaments.

What you will be doing: 

Membership leadership

• Oversee the end to end delivery of all membership operations.
• Ensure the membership platform is secure, fully functional, up to date and continuously improved, working closely with technology, digital and third party providers.
• Ensure membership rules, regulations and policies are consistently applied, reviewed and updated where appropriate.
• Lead all membership communications, ensuring accuracy, clarity and alignment with FA tone of voice and brand guidelines, working closely with England marketing, communications and content teams.
• Manage relationships with affiliated partners linked to membership programmes. 

Community building and fan experience

• Develop and grow community groups within the membership, including support for underrepresented supporter groups such as LGBTQ+ fans, women's supporter groups and ethnically diverse communities.
• Deliver impactful fan engagement activity aligned with membership strategy, both domestically and internationally.
• Support the delivery of on the road events, away match activations and fan focused experiences.
• Utilise the new England app to drive ongoing membership engagement and loyalty.

Ticketing and tournament delivery

• Lead and or support the full ticketing operation for England Men's and Women's away fixtures and major tournaments, managing processes for internal stakeholders and England members.
• Deliver ticket pricing, categorisation, inventory creation and stakeholder allocation strategies, ensuring compliance with all relevant policies, regulations and international tournament requirements.
• Oversee secure ticket sales, dispatch, box office services and in venue customer support at allocated fixtures.
• Ensure the highest standards of data accuracy, revenue accounting, reconciliation and reporting to FA leadership and Wembley Stadium management.
• Act as an operational liaison with host federations and tournament organisers.
• Support Football Family ticket allocations for major tournaments, ensuring accurate distribution, transparent processes and consistent communication with all eligible stakeholders. 

Stakeholder management

• Act as the first point of contact for day to day queries from internal and external stakeholders.
• Build and maintain strong working relationships with ticketing, event management, marketing, communications, security, digital teams and external federations to deliver an outstanding supporter journey.
• Ensure high quality and aligned communications outputs in collaboration with FA Communications teams.

Insight, reporting and continuous improvement

• Lead membership and ticketing research, surveys, feedback mechanisms and supporter insight activity to drive continuous service improvement.
• Ensure all supporter contact channels, including email, forums, app and online platforms, meet agreed response times and service level targets.
• Produce clear reporting and data led recommendations to enhance operations, fan experience and membership value.
• Maintain robust security processes and ensure all compliance and safety standards are upheld.

General

• Deliver exemplary customer service to supporters and event owners.
• Adapt to evolving FA priorities and undertake additional duties where required.
• Ensure compliance with all FA policies and health and safety standards.
• Complete a DBS check in line with FA safeguarding requirements.
• Provide regular reporting and insight to stakeholders against agreed KPIs.

What we are looking for:

• A creative and strategic membership manager excited to shape the future of digital fan engagement for England.
• Experience of ticketing campaigns and operational ticketing processes.
• Previous experience in a customer facing role.
• Experience managing and developing membership communities.
• Experience using website content management systems and social media tools.
• Ability to understand and interpret event budgets.
• Significant administrative experience.
• A flexible approach to working hours, including weekends and event days.
• A passion for football and a strong understanding of fan engagement trends.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and well-being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional 'Thank You' days leave, volunteering days as well as 25 days annual leave (based on a full-time, permanent contract.)
• A hybrid working model which offers greater flexibility.

Currently, we are working within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model, and it may be adjusted in future if deemed necessary. The contractual location of this role can be found on the FA Careers page.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work. 

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.