Stadium Tours Manager

The Stadium Tours Manager will lead the development, commercial growth and day-to-day operation of Newcastle United Stadium Tours, creating memorable, high-quality experiences that increase visitor numbers, revenue and customer satisfaction.

You will be leading one of the top tourist attractions in the North East , this is a key opportunity to grow the scale and commercial performance of the operation. The successful candidate will develop the Stadium Tour proposition, identify new revenue opportunities, improve the customer journey and ensure every visitor receives an engaging and authentic Newcastle United experience.

This is a commercially focused visitor experience role for an ambitious manager who can combine customer experience, commercial thinking, operational excellence and people leadership.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential

• Proven management experience within a high-volume visitor attraction, tourism, hospitality, entertainment, leisure, cultural, heritage, sporting or customer experience environment.

• Demonstrable experience of improving customer experiences and delivering measurable commercial results.

• Strong commercial awareness, with experience of growing revenue, visitor numbers, customer spend or profitability.

• Proven experience leading and developing a sizeable customer-facing team.

• Strong understanding of customer journey design and service excellence.

• Experience using customer, sales and operational data to inform decisions.

• Experience managing budgets and resources.

• Excellent communication, organisation and stakeholder-management skills.

• A proactive and entrepreneurial approach, with the ability to turn ideas into commercial initiatives.

• Strong digital and IT literacy, including experience with ticketing, booking, CRM or customer data systems.

Desirable

• Experience within a major visitor attraction or destination.

• Experience developing visitor products, tours, exhibitions or experiences.

• Experience of pricing, yield management or capacity optimisation.

• Experience developing commercial partnerships and distribution channels.

• Experience working with heritage, archives, collections or cultural assets.

• Knowledge of the tourism and visitor attraction market in the North East.

• Knowledge and understanding of football and/or Newcastle United.

• Relevant qualification in tourism, hospitality, business, visitor attraction management or customer experience.

PERSONAL ATTRIBUTES

We are looking for an ambitious and commercially minded leader who:

• Puts the customer at the heart of decision-making.

• Is passionate about creating memorable experiences.

• Is commercially curious and constantly looks for opportunities to grow.

• Uses data to make decisions and challenge existing thinking.

• Has energy, creativity and an entrepreneurial mindset.

• Can inspire and develop a large customer-facing team.

• Works collaboratively across a complex organisation.

• Has excellent attention to detail without losing sight of the bigger picture.

• Is authentic, engaging and able to represent Newcastle United positively.