Senior Customer Service Manager

About MATCH Hospitality

At MATCH Hospitality we design and deliver the best hospitality programmes at the most sought-after sports events in the world, including the FIFA World Cup, AFC Asian Cup, Nitto ATP World Finals, and Formula 1. We are the industry leader in the production, management and sales of commercial hospitality programmes and deliver maximum exposure for our event partners via a well-established and comprehensive global sales agent network, in addition to our in-house direct sales team.

Role Overview:

The Senior Customer Service Manager will lead all aspects of the customer experience for our Grand Prix hospitality programmes and help support and guide global customer experience. You will oversee post-sale and pre‑event communications, operational service delivery, CRM usage and development, reporting, and post‑event support, ensuring every client receives flawless, premium-level service.

Working closely with event operations, ticketing, fulfilment and sales teams, you will manage a high-performing customer service team and act as the senior escalation point during major event days.

Key Responsibilities

Customer Experience Leadership

• Develop and implement a customer service strategy tailored to the unique needs of high‑profile football and Formula 1 clients.
• Champion a premium, proactive service culture across all communication channels.
• Own and improve customer satisfaction metrics (NPS, CSAT, event feedback).
• Ensure consistent delivery of luxury hospitality standards across domestic and international events.

Team Management

• Lead, coach, and help develop the customer service team
• Oversee training in event processes
• Manage workforce planning, performance, and team progression.

Operational Excellence

• Supervise the end-to-end customer journey, including booking support, ticket and parking distribution, itinerary management, parking management, and last‑minute event changes.
• Maintain accuracy and clarity across all post-sale, pre-event and event period communications.
• Resolve escalations regarding seating, access, travel logistics, upgrades, and hospitality inclusions – co-ordinating with ticketing and legal team.

On‑Site Event Support

• Act as senior customer service lead at events.
• Coordinate with all teams.
• Support ticket resolution and access control, live issue resolution, and guest experience quality.
• Provide event briefings for staff and participate in post‑event debriefs with senior leadership where required.

Process Improvement & Reporting

• Review and enhance customer service processes, particularly around customer journey workflows and international event logistics.
• Analyse event feedback and operational data to drive continuous improvement.
• Produce regular reports for senior management with insight-led recommendations.
• Ensure CRM and customer communication systems are emnraced maintained to a high standard.

Skills & Experience Required

Essential

• 5+ years' experience in customer service leadership within sports, events, hospitality, travel, or a related industry.
• Direct exposure to large-scale event environments such international sporting events.
• Proven ability to lead and inspire teams in high-pressure, time-sensitive contexts.
• Strong escalation management and stakeholder relationship skills.
• Experience working with VIP or corporate clientele.
• Proficiency with CRM systems.
• Ability to deliver across critical event periods and timelines.

Desirable

• Understanding of global event operations and cross-border customer service requirements.
• Understanding of ticketing and/or hospitality management tools.

Personal Attributes

• Passion for football, motorsport, and delivering luxury guest experiences.
• Calm, confident, and solutions‑driven in high-pressure, fast-moving environments.
• Strong organisational ability with excellent planning and multitasking skills.
• Flexible—comfortable working weekends, evenings, and able to travel for international events.

What We Offer

• Competitive salary.
• 25 days of annual leave.
• Travel opportunities across major events.
• A dynamic, supportive team culture within an exciting global sports environment.
• Paid sick leave from day one.
• Employee Assistance Program.
• Life insurance coverage.