Spectator Services Deputy Manager

Key Responsibilities

• Support the implementation of Spectator Services operations at venues, ensuring alignment with functional strategy and venue plans. including:
  - Wayfinding
  - Accessibility operations
  - Ushering
  - Information point operations
  
  
• Maintain effective communication between Spectator Services and venue teams.
• Act as a visible operational leader on venue, supporting the management of frontline teams and responding to issues as they arise.
• Support workforce briefings, daily debriefs, welfare checks and morale management across the spectator services team.
• Assist with the coordination of other front-of-house functions to ensure aligned service delivery for spectators and client groups.
• Support the delivery and facilitation of Spectator Services training and venue readiness exercises.
• Assist with real-time operational issue management, escalation processes, and incident response coordination.
• Support the Spectator Services Manager with daily operational reporting and performance tracking.
• Ensure correct workforce deployment in line with the operational plan, supporting adjustments where required.
• Support the capture of lessons learned for post-event reporting, knowledge transfer and future event legacy.

Skills, Knowledge and Expertise

• Proven experience supporting the planning and delivery of spectator services, crowd management, or front-of-house operations at large-scale events or major sporting venues.
• Experience working with paid staff and/or volunteers in a live event environment.
• Exposure to working alongside security, transport, accessibility, and venue operations teams.
• Experience supporting real-time operational delivery and issue resolution during live events.
• Experience contributing to workforce training, readiness and operational briefings is desirable.

• Strong organisational and coordination skills, with the ability to manage competing priorities across venues and operational areas.
• Confident communicator, able to brief teams clearly and escalate issues effectively when required.
• Collaborative team player who works well across functional areas and stakeholder groups.
• Strong focus on delivering a safe, inclusive and high-quality spectator experience.
• Calm and adaptable when responding to operational challenges in live environments.

• Demonstrates a strong One Team mindset, working collaboratively across venues and functional areas.
• Shows resilience, composure and professionalism in high-pressure, fast-moving operational environments.
• Takes ownership of delegated responsibilities and delivers with consistency and accountability.
• Actively supports learning, knowledge sharing and continuous improvement across the team.Leads by example, role-modelling positive behaviours and professional standards on venue.