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Casual Matchday Steward
Emirates Stadium
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Description

The Club is currently seeking exceptional Stewards to work on matchdays/major events on a casual basis at Emirates Stadium. You will operate as an ambassador for the Club and provide a best in class service in order to enhance the fan and customer experience, whilst ensuring safety and security standards are maintained at all times.

Suitable candidates should be smart, friendly and confident when dealing with members of the public.

Responsibilities will include:

  • Preventing unauthorised entry into the Stadium
  • Ticket checks following protocol
  • Ensuring safe entry and exit of fans
  • Manage, monitor and control crowds safely
  • Monitoring exit gates, lifts & staircases
  • Manage conflict and queue management
  • Offer fans and guests exceptional matchday experience

Successful applicants on a casual worker basis must be able to demonstrate the following:

  • Skills and expertise - relevant customer service experience
  • Fan and customer focus - ability to communicate effectively with all guest types
  • Teamwork and drive results - working in a fast paced and busy environment, desire to achieve targets
  • Live the values - live and breathe 'The Arsenal Way', have an understanding of football, and be able to demonstrate Club knowledge and history is desirable
  • The availability and flexibility to work evenings, weekdays and weekends.
  • Be prepared to work in all weather conditions.

Please note successful applicants will be required to undergo a DBS check, Right to work check and reference checks.

'Please note that all applicants should have existing right to work in the UK. Due to recent immigration law changes related to Brexit, any EU nationals who are applying for casual work should already hold EU Settled or Pre-Settled Status and will be asked to provide evidence of this if they are successful'.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 30/09/2021

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Premium Services Executive
Highbury House
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Description

DEPARTMENT DESCRIPTION

The Venue Team is responsible for the sales and fulfilment of all seasonal and match-by-match ticketing inventory across all General Admission (GA) and Premium areas of the stadium.

The Venue Team also manages the service of all fans on matchdays and non-matchdays, either via the contact centre or via the Premium Memberships team.

The department is also responsible for the matchday operation across all areas of the stadium, including stadium access, the food and beverage operation and all fan experience inside and outside the venue.

In addition, the department is responsible for driving the technological enhancements to ensure our venue remains world-class and our supporters are given the best possible experience with every interaction.

The Venue team is chiefly responsible for maximising commercial opportunity from every seat in the stadium and simultaneously delivering a best-in-class service to all supporters and visitors to Emirates Stadium regardless of where they sit in the venue.

JOB PURPOSE

This role operates under the Premium Service section of the Venue Department at Arsenal Football Club and is responsible for renewing our existing members, and delivering a first-class level of service to members in the premium areas of Emirates Stadium.

KEY RESPONSIBILITIES

  • To deliver a consistently exceptional standard of service to all Premium Members, particularly those assigned personally to the role-holder
  • To build, develop and maintain strong relationships with the individual members assigned to the role-holder
  • To facilitate seasonal renewals of premium products, particularly those assigned to the role-holder
  • Ensure CRM system is kept up to date of all communications with members, including all past communications, feedback and complaints
  • To influence and enhance the customer experience by working with the Operations Team, Delaware North and Venue management to continually refresh and improve the proposition
  • To ensure prompt and professional delivery of all Premium member benefits
  • To respond to member queries in line with the Arsenal Football Club (AFC) service level agreements
  • Complete all call campaigns within the established timelines
  • Conduct site visits at the Emirates and client meetings externally where necessary
  • Deliver a successful event calendar for Premium Members
  • Identify prospects for the various waiting lists through recommendations from current members
  • Where necessary, attend commercial and networking events,
  • To liaise closely with other Arsenal Departments and with third party contractors such as the outsourced catering company, providing timely and accurate information as required for members
  • To be in attendance during all match day and non-match day events, as appropriate, ensuring consistency of service levels are maintained
  • Identify opportunities for additional spend, both within the hospitality function and for the club as a whole
  • To identify ways of improving the overall match day experience, recommending suggestions and implementing them

Match/Event responsibilities and organisation

  • Role includes matchday responsibilities

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Relevant hospitality/ customer service qualifications would be desirable.
  • Office/ Administrative qualifications would be advantageous.

Specific Experience:

  • Administration experience within a fast paced, pressurised and heavily customer focused environment.
  • First class IT skills including a strong working knowledge of all Microsoft applications.
  • Strong customer service experience
  • Experience within the events or hospitality industry.

Abilities/Skills/Knowledge:

  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Delivers tasks with skill and urgency supports club decisions and follows through on commitments made
  • Uses initiative and proactive, helping to create and implement new ideas
  • Builds and maintains positive working relationships
  • Actively cooperates and communicates with others, fostering a culture of teamwork and collaboration
  • Trustworthy, respects colleagues and demonstrates a willingness to help others achieve their goals
  • Seeks out and acts upon opportunities to improve the fan and customer experience
  • Acts with honesty and integrity, demonstrates respect, diversity and is professional at all times
  • Proactively takes on new responsibilities and seeks out opportunities to learn new skills
  • Behaves in a way consistent with the club values

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 08/10/2021

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Premium Services Administrator
Highbury House
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Description

The Premium Services Team is responsible for all premium level members at Emirates Stadium on Arsenal match days. This includes 8,000 Club Level seats and a further 2,000 seats on box level (130 boxes) and 3 seasonal dining areas. This team is responsible for delivering best in class service to supporters and visitors to Emirates Stadium by delivering memorable and seamless experiences.

JOB PURPOSE

A junior-level role, providing administrative support to the Premium Memberships team

KEY RESPONSIBILITIES

  • To respond to general Platinum member email requests and queries in a professional and timely fashion
  • To assist the Premium Memberships Manager, on all administrative duties such as filing and photocopying
  • To maintain regular Club Level reports, updating data as and when required
  • To take responsibility for the daily management of PCS, the member portal
  • To utilise CRM on a daily basis, keeping membership information constantly up to date
  • To manage the replacement & duplication ticket process, for both Platinum members
  • To provide general administrative support on Club Level and in the WM Club and The Foundry on occasional match-days, as required, reporting and escalating issues as they occur
  • To organise and collate all operational information for the match-day host and hostess team
  • To comply at all times with Health and Safety regulations and safe working practices in accordance with current legislation and as detailed in the Company Health and Safety Policy and Procedures
  • Undertake other tasks that from time to time may be allocated to the jobholder that are appropriate to the level/grade of the job
  • To assist AFC meet its commitment to provide equal opportunities and encourage diversity in employment and related policies
  • Comply with all relevant AFC policy and procedures, including those relating to Health and Safety, Data Protection, IT usage etc.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to A level (or equivalent)

Specific Experience: Required

  • Basic administration experience

Abilities/Skills/Knowledge:

  • Excellent administrative and organisational skills
  • Strong attention to detail
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Ability to work as part of a team and also under own initiative when required
  • A proven commitment to personal development and delivering results
  • First class IT skills including a strong knowledge of all Microsoft applications

Closing Date: 08/10/2021

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Partnership Insights Executive
Highbury House
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Description

The Partnerships team forms part of the Commercial department within Arsenal, sitting alongside the Brand Marketing, Retail, Digital Experience, Premium Sales and Business Strategy teams within Commercial.

The Partnerships team has a primary objective of revenue generation through purpose driven brand partnerships.Within the Partnerships team there are two main areas of focus - attracting and signing our commercial partners (Partnership Development Team), and also managing the relationships with our partners after signature to ensure both Arsenal and our partners maximise the return from our relationships (Partner Servicing Team).

The Partnerships team works closely with all departments within Arsenal to formulate partnerships that bring the club forward, both on and off the pitch.

JOB PURPOSE

Managed by the Partnerships Insights Manager, this roles purpose is to support the early phases of the sales process from list creation to proposal formation.

KEY RESPONSIBILITIES

Supporting the Partnership Development team, who have responsibility for securing new commercial partnership revenues. The everyday tasks of the Partnership Insights Executive are:

  • Supporting the sales prospecting process across global markets and key commercial categories
  • Preparing sector overview documents and building lead lists for outreach
  • Developing a strong understanding of metrics across broadcast, social and digital, survey tools and sentiment analysis.
  • Managing large data sets and picking out the most relevant datapoints to craft a compelling story.
  • Examining club assets and making recommendations on packaging to align with market demands and trends.
  • Working with internal stakeholders and vendors to ensure all relevant information is available and updated for Partnership Sales pitches.
  • Developing case studies across a range of partner objectives to aid future commercial sales
  • Updating key competitor's sponsorship portfolio including purpose, values, and terms
  • Taking onboard adhoc projects as and when required

Match/Event responsibilities and organisation

  • Business related entertaining only as required

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Relevant business degree is preferable but not mandatory.

Specific Experience:

  • Minimum 1 years' experience in the relevant sales research role
  • Proven track record of sales research with application to successful sales
  • Experience of working in a fast-paced sales environment
  • Experience of creating prospect dialogue around sales opportunities, from initial outreach is advantageous

Abilities/Skills/Knowledge:

  • Team player who will put team success over individual success
  • Good interpersonal and communication skills both written and verbal, competent and confident on the telephone
  • Proactive self-starter with a keen interest to progress within Sponsorship
  • Strong research skills & strong organisational skills, with attention to detail
  • A willingness to learn and support team in all areas from administrative to strategic
  • Competence in Microsoft applications as well as CRM experience
  • An understanding of brand dynamics and consumer trends a distinct advantage
  • A passion or empathy with sport/sports entertainment
  • Sport/Sponsorship experience not essential
  • Fluency in languages other than English is an advantage

Closing Date: 01/10/2021

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AWFC First Team Doctor
The Club's Training Ground
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Description

We are searching for a full-time Doctor for Arsenal Women Football Club (AWFC)'s First Team. Reporting into the AWFC Head of Medicine and Sports Science and maintaining strong links with the wider Medical team and Doctors in the club's men's First Team infrastructure,the successful candidate will provide first class medical care to all AWFC First Team players, with the ultimate aim of maximising performance, health and wellbeing, in a holistic manner. They will also oversee all aspects of player welfare, injury and illness diagnosis, recovery, rehabilitation and return to play for AWFC's First Team players.

All applicants should be on the General Medical Council register, hold an MSc / Diploma in Sports Medicine, and have experience treating professional athletes. Previous experience within football is highly desirable. The position will operate in line with AWFC's First Team training and match schedules and therefore requires a flexible candidate who is able and willing to travel nationally and internationally, and to work anti-social hours (includes evenings and weekends).

KEY RESPONSIBILITIES

  • Provide medical care of AWFC's First Team players, including match days and whilst travelling.
  • Provide pitch side emergency cover in both training sessions and matches.
  • Act as lead clinician for diagnosing illness or injury in players.
  • Lead all aspects of player welfare, education and health screening with a special interest in injury prevention.
  • Assist and input into in all aspects of whereabouts, drug and doping player information and be available to oversee the doping processes whenever required at both London Colney training ground and at the Stadium.
  • Work alongside the Physiotherapists and other members of the medical team to provide medical expertise in the management of all injuries.
  • Lead on interventions, referrals and second opinions from experts on players' medical and surgical management.
  • Lead on medical aspects of new player signings.
  • Lead on regular medical health screenings of First Team players, including taking blood and neuropsychometric testing and delivering all aspects of player welfare and education.
  • Liaise with National team medical staff regarding players on international duty.
  • Ensure all player interactions will be detailed on to the club software database as will all medications issued.
  • Work collaboratively with Men's First Team Doctors to ensure aligned standards of medical care, implementation of best practice policies, procedures and protocols that form a code of practice for Arsenal Football Club as a whole.
  • Use own experience to tailor medical protocols and procedures to elite female athletes, as appropriate.
  • Contribute to Arsenal Football Club's overall research and development initiatives by undertaking continued relevant internal research, with the aim of publishing research where appropriate but more importantly ensuring excellence in up-to-date player welfare provision.

Education/Qualifications/Training:

  • A medical practitioner of good standing on the General Medical Council (GMC) register with evidence of successful on-going appraisal and revalidation under the GMC.

Required Experience

  • A MSc / Diploma in Sports Medicine.
  • Experience within elite sport (experience within professional football highly desirable).
  • MSK Ultrasound Training.
  • Able to evidence of ongoing CPD in the major speciality of their work portfolio.
  • Knowledge of the FA Anti-doping and WADA regulations.
  • A current pitch side trauma/first aid/life support qualification.
  • An excellent understanding of the complex public health issues and health and safety (including COVID-19) and how these affect elite sporting environments.
  • Experience and understanding of managing specific issues around COVID-19 athlete testing, management of positive cases and vaccination protocols, is essential.

Abilities/Skills/Knowledge:

  • Excellent player management and communication skills.
  • Proven ability to integrate into a team environment.
  • Excellent communication skills with all key stake holders outside of the playing staff.
  • Flexible and responds positively to the demands of elite sport.
  • Able to work around training and playing schedules (will include anti-social hours, evenings and weekends).
  • Remains calm, responds constructively to set backs.
  • Reflects and has a focus on learning and continuous improvement.
  • Proactive and versatile in their approach in achieving successful outcomes.
  • Able to manage resources and information, particularly medical records.
  • Works with energy and enthusiasm, and inspires those around them.
  • Evidence of sound administrative, organisational and prioritisation skills.
  • Experience of working collaboratively within a multidisciplinary team.

To apply, please send your CV and a covering letter (in one single file) at your earliest convenience and before close of play on Thursday 7 October. In your covering letter, please outline your salary expectations. Interviews are likely to be held on 25, 26 or 27 October 2021.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 07/10/2021

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Disability Access Manager
Highbury House
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Description

The Venue Team is responsible for the sales and fulfilment of all seasonal and match-by-match ticketing inventory across all General Admission (GA) and Premium areas of the stadium.

The Venue Team also manages the service of all fans on matchdays and non-matchdays, either via the contact centre or via the Premium Memberships team.

The department is also responsible for the matchday operation across all areas of the stadium, including stadium access, the food and beverage operation and all fan experience inside and outside the venue.

In addition, the department is responsible for driving the technological enhancements to ensure our venue remains world-class and our supporters are given the best possible experience with every interaction.

The Venue team is chiefly responsible for maximising commercial opportunity from every seat in the stadium and simultaneously delivering a best-in-class service to all supporters and visitors to Emirates Stadium regardless of where they sit in the venue.

JOB PURPOSE

  • To develop and deliver a complete Access Strategy across Arsenal Football Club, including facilities and services on matchday and non-matchday, digital, retail, and events.
  • To be responsible for Club wide compliance, to champion disabled supporters and visitors, drive innovation and change, and promote disability awareness and inclusion across all Club functions.

KEY RESPONSIBILITIES

  • To be the Club's appointed Disability Access Officer, as defined by the responsibilities set out in the UEFA Disability Access Officer Handbook
  • To have a clear and precise understanding of all existing relevant legislation, guidelines and best practice, including the Equality Act 2010, accessible stadia guidance (e.g. CAFE and UEFA Access for All and the UK Accessible Stadia) To keep up to date with new legislation, good practice guidance, and innovation in the accessibility space.
  • To work with Disability Liaison Officers and Fan Services Advisors, who are the initial point of contact between the football club, its disabled customers, staff and players, ensuring they are kept fully up to date with all relevant information and are disability confident.
  • To build relationships with the Arsenal Disabled Supporters Association committee and members, developing a collaborative approach to the improvement of facilities and services for disabled supporters and visitors. Support the establishment of user-led consultation and on-going dialogue between all disabled people, associations, groups, and the Club.
  • To review and improve processes and procedures to ensure efficiency and innovation and best possible outcomes for staff and supporters.
  • To promote the needs of disabled people within the club and "champion" disability issues and highlight the business benefits of creating and maintaining an accessible stadium
  • To lead a Disability Liaison Team providing disabled supporters with a dedicated information line and ticket/parking booking service.
  • To lead and develop the Matchday Access Team, providing assistance and services to home and away disabled supporters on match days including the Audio Description Commentary Team.
  • To manage the operation of the Disabled Supporters Match Day Lounge
  • To ensure that the club and/or stadium undertakes regular professional access audits and develops a mission statement and access plan to ensure that the club meets and exceeds its legal duties and to ensure continued access improvements to all facilities and services provided by the club,
  • To ensure an on-going access strategy that drives Arsenal Football Club towards best in class services and facilities
  • To ensure all personnel at the club and/or stadium are aware of their responsibilities to disabled people and are confident in their interactions with a wide range of disabled people with different access requirements
  • To work with other departments at the club and external agencies to ensure access information for disabled supporters and visitors is available via the club media portals (such as the club website and publications) and available in a variety of accessible formats
  • To liaise with other club DLO's, DAO's, and external organisations such as Level Playing Field, CAF, UEFA, Premier League (and other relevant organisations) and encourage the sharing of good practice solutions as well as building relationships
  • To ensure adequate provision and responsible allocation of disabled parking areas on both non-match days and match days (if available) and including provision of accessible drop-off points
  • To provide guidance to the ticket office on the equal management of disabled persons tickets including the provision of a personal assistant ticket if required
  • To work with the Senior Fan Services Manager to develop and deliver on projects and initiatives as they relate to disability and inclusion
  • Ad hoc duties as requested by management

Match/Event responsibilities and organisation

  • Matchday working expected - all home matchdays and occasional First Team away fixtures. This may involve travel across the UK and Europe.
  • To be the point of contact for the delivery of matchday services and facilities for disabled visitors, leading the Matchday Access Team

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Specific Experience:

Required

  • Significant experience within the sports/entertainment industry at a large capacity venue
  • Demonstrable experience in managing diverse and sometimes conflicting stakeholders and reaching mutually agreeable solutions on potentially contentious issues
  • Experience in process management
  • Experience in delivering accessibility policies/practices requiring interaction with a wide range of stakeholders and partners

Desired

  • Membership of a related professional body

Abilities/Skills/Knowledge:

  • Customer focussed with exceptional customer service skills
  • Excellent communication (written and oral) and interpersonal skills - the ability to communicate effectively with people at all levels
  • Flexible and adaptable.
  • Highly self-motivated with the ability to motivate others
  • Enthusiasm and willingness to be flexible in approach to achieve desired outcomes
  • Pro-active and engaging style
  • Remain calm under pressure
  • Highly organised with rigorous attention to detail
  • Willing to self-evaluate and work towards continuous improvement
  • Commitment to equal opportunities

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 28/09/2021

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Steward Logistics Administrator
Chapman House
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Description

DEPARTMENT DESCRIPTION

Responsible for the preparation and running of the Emirates Stadium and wider facilities at other locations for all events and functions. The Stadium Management Department remit includes property and facilities management, spectator safety at events, wider Health and Safety matters.

JOB PURPOSE

To support the Safety Management Team with the day-to-day management of the casual stewarding workforce (850 numbers) to enhance the communication stream between management and stewards as well as in the delivery of a safe environment at a major event. To assist specifically, the Steward Event Co-ordinator, in the organisation of the stewarding workforce at C&B events.

KEY RESPONSIBILITIES

General

  • Preparation and Supervision of steward's room
  • Process reports on MasterCard usage after each Event, and flag any concerns to the Steward Manager
  • Conduct regular market research into competitive prices for all steward equipment
  • Support for booking Function stewards to work at non match day events, such as stadium functions, Hale End Academy, and security. Book stewards for all adhoc requirements including away fixtures when required.
  • Keep track of Function Steward Agreement dates, ensuring all relevant documents are sent out and returned in a timely manner.
  • Assist in the stewarding set up for minor events
  • Input steward reports onto in-house system
  • Ensure that all Steward Queries are dealt with and successfully resolved in a timely manner
  • Accurately collate and produce all matchday accreditation passes and vehicle parking lists.
  • Accurately collate and produce all matchday accreditation passes and vehicle parking lists.
  • Responsible for all logistics associated with the Stewards.This includes, but is not limited to:

Supervision of the steward's room and equipment store on Event days

Organisation of the steward's room, equipment store and steward allocation room between events, ensuring rooms are kept clear, and maintaining the upkeep of all equipment, including uniform for stewards, and stationary supplies

Ordering new and replacement equipment for Stewards, including radios, keys, uniform etc.

  • Attend weekly operational meetings as required.
  • Assist at Steward Recruitment and Training evenings when required.
  • Assist in the stewarding set up for minor events
  • Point person for last minute requests/alterations to matchday accreditation passes, including liaison with external partners ie: TV Broadcasters, Local Authority and Medical providers.
  • Support colleagues on agreed projects and ad hoc duties as and when required.

Event day

  • Assist in the production of the Event Day briefing packs.
  • Oversee the distribution of all equipment e.g., radios, tablets, and access cards, ensuring all successfully logged and returned on an Event Day.
  • Ensure that all Steward Queries are dealt with and successfully resolved in a timely manner.
  • To adopt a roaming role when possible, during events to identify areas of concern e.g., uniform, behaviours of the stewards and action as appropriate and provide support to the Event Safety & Security Manager and Steward Manager as required.
  • Point person for last minute requests/alterations to matchday accreditation passes, including liaison with external partners i.e.: TV Broadcasters, Local Authority and Medical providers.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Must be educated to GCSE level (or equivalent)
  • Good level of numeracy and literacy.

Specific Experience:

Required

  • Administration experience within a fast paced, pressurised environment
  • First class IT skills including a strong working knowledge of all Microsoft applications.
  • Experience of co-ordinating events or meetings involving large numbers of people.

Abilities/Skills/Knowledge:

  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload, will display attention to detail
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Flexible approach to work with a passion for high volume and fast paced operational environment and a proven commitment to teamwork.
  • A proven commitment to personal development and delivering results.

Desired

  • Experience of working a major sporting event
  • An understanding of major sporting events

Abilities/Skills/Knowledge:

  • Skilled communicator, both written and oral
  • Flexible attitude to working hours
  • Ability to plan and organise work and prioritise to meet objectives within specified time constraints.
  • Sound general administration and record keeping skills.
  • Standard professional level IT skills, including excellent working knowledge of presentation packages.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 07/10/2021

Apply Now
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Casual Matchday Steward
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