Customer Engagement Manager

About the role

The Football Association is looking for a proactive Customer Engagement Manager to lead the delivery of a world‑class visitor experience at Wembley Stadium. You will oversee all customer touchpoints, from enquiries and complaints to feedback, ensuring service is professional, efficient and consistently high‑quality.

Key responsibilities

• Support the Senior Customer Engagement and Accessibility Manager in planning and improving engagement operations.
• Line‑manage Customer Engagement Officers, providing coaching, performance reviews and development.
• Lead the end‑to‑end planning and execution of the Event Day Customer Engagement Team, including recruitment, training, rostering and on‑site management.
• Handle guest enquiries, complaints and escalations via Freshdesk and other channels, delivering timely resolutions.
• Maintain and enhance CRM systems, customer journeys, self‑service content and knowledge bases using data analysis and reporting tools.
• Ensure all digital communications (Freshdesk, chatbot, Help Centre) are accurate and up‑to‑date.
• Collaborate with Ticketing, Crowd Safety, Medical, Safeguarding and other stakeholders to guarantee operational readiness.
• Provide leadership and decision‑making on event days, supporting accessibility requirements and overall stadium‑wide engagement.

Required profile

• Customer‑focused professional with strong communication and problem‑solving abilities.
• Proven experience managing a team in a fast‑paced, multi‑channel environment.
• Demonstrated ability to plan and execute large‑scale event support.
• Experience working with accessibility standards and inclusive service delivery.

Required skills

• Freshdesk
• CRM platforms
• Excel
• Data analysis and reporting tools

What we offer

• Opportunity to work at an iconic venue on high‑profile events.
• Collaborative environment with diverse internal and external partners.
• Professional development and leadership growth.