Visitor Services Manager

Based in Manchester, this permanent full-time role leads frontline guest service operations across Medlock Square and Matchday and Events activity. You will play an important role in delivering welcoming, efficient and high-quality visitor experiences while supporting operational readiness, service delivery and onsite commercial engagement across the Etihad Campus., You will lead frontline guest service operations across Medlock Square and Matchday and Major Stadium Events activity, helping to ensure service delivery is organised, consistent and aligned to operational requirements. Working closely with operational and commercial teams, you will support visitor engagement, guest assistance and onsite experiences across a range of customer-facing environments.
Alongside managing service delivery, you will coordinate frontline teams, rota planning and operational readiness across multiple locations and peak operating periods. You will support service standards, guest escalation management and cross-functional coordination while helping teams deliver welcoming and efficient experiences for visitors and supporters.
You will also contribute to continuous improvement activity across service operations, helping to identify opportunities to improve customer satisfaction, operational effectiveness and service consistency. Through your organisation, communication and collaborative leadership approach, you will help shape positive visitor experiences across the wider campus.

Experience leading customer service, guest services or frontline operational teams
Understanding of operational guest service delivery within public-facing environments
Experience managing frontline teams, shift operations and service standards
Ability to manage guest escalations and operational issues effectively
Strong communication and stakeholder coordination skills
Collaborative approach across operational, service and support teams

Manchester City is a football club rooted in East Manchester, with a story that began in 1880 and continues to grow today. Built on resilience, belief and togetherness, success on the pitch is driven by the moments and memories shared with millions of Fans around the world. City is known for its bravery, its determination to the very end and its strong connection to where we come from. With Mancunian roots and a global outlook, we are shaped by our Fans and driven by a long-term vision, from developing future talent to supporting the communities we call home. Together, we are creating the next chapter, the City way.
Within our Service Support team, we focus on creating positive and inclusive experiences for supporters, guests and visitors across all customer touchpoints. Our frontline service teams play a key role in ensuring every interaction reflects the standards and ambition of Manchester City

Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work.
As part of our team, you will receive 26 days' annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.
You can enjoy a range of additional benefits, including cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.