Customer Contact Manager (Fan Experience) - 6 Month FTC

About the Venue

We bring unforgettable live moments to up to 23,500 fans every show, redefining what a world-class venue looks and feels like. From game-changing sound and show programming to standout fan experiences, Co-op Live is setting a new global standard.

We’re here to create incredible experiences for every artist, fan, and partner, while making a real impact in our community and beyond.

Backed by global leaders Oak View Group and driven by powerful partnerships like Co-op, this is more than a venue - it’s the future of live entertainment.

Role Purpose

We’re on the hunt for a Customer Contact Manager to be a key part of our dynamic venue management team at Co-op Live. This is a 6 Month Fixed Term Contract.

Responsibilities

You’ll take the lead on all customer communications, managing every query with speed, efficiency, and care, setting the tone for an exceptional fan experience from the very first point of contact.

You will be responsible for ensuring every fan feels heard and valued, handling queries and interactions across email, CRM, and social media. This role is all about delivering timely, engaging responses, resolving issues efficiently, and using fan insights to enhance overall engagement and satisfaction.

This is your chance to drive success, shape standards, and own KPIs that ensure every fan enjoys a fully inclusive, world-class experience at the UK’s biggest live entertainment arena. If you’re passionate about people, problem-solving, and creating unforgettable moments, this is the role for you.

This role will require a combination of event-based shifts which will involve working evenings and weekends with regular office hours on non-event days. This is an onsite opportunity which is offered a 6 Month Fixed Term Contract.

What Co-op Live gives you

• The chance to work alongside a passionate, high-performing team shaping the future of live entertainment
• Real opportunities to grow, with ongoing development and regular check-ins to keep you moving forward
• The support and tools you need to thrive and make an impact from day one
• A genuine commitment to your wellbeing — because balance matters
• A collaborative, on-site environment where we come together to deliver something extraordinary

Salary: Up to £35,000 Per Annum + Benefits

• 25 days holiday plus bank holidays
• Employer pension scheme
• Private Health Care scheme – Vitality
• Life Assurance
• Eyecare vouchers
• WeCare Employee Assistance Programme to support you and your family
• Company sick pay scheme
• Enhanced family friendly benefits
• Office fruit & snacks
• Team social events

Knowledge, Skills and Experience

We’re looking for a Customer Contact Manager who thrives in a fast-paced, high-achieving environment. You’ll bring proven experience in fan and guest services, exceptional people leadership, and the ability to inspire and drive your team to deliver outstanding results. With strong commercial awareness, relationship-building skills, and a deep understanding of live entertainment and arena operations, you’ll help shape unforgettable experiences for every fan. Flexible, proactive, and results-driven, you’ll lead from the front, making an impact across evenings, weekends, and everything in between.

Please note this is an onsite role and flexibility is required to meet business demands.

Be first on the guest list - subject to the volume of applications, this role might close early!

Our Inclusion Commitments

Our venue is for the fans, the artists, everyone! Attracting a diverse workforce which reflects our local community is what will make our venue the best music venue in the UK! 

We understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. We are committed to creating a great place to work amplifying voices from all different backgrounds. There is something for everyone at Co-op Live, come and get involved. 

If you do require any additional support or reasonable adjustments to support your application, please let us know and we will work with you to ensure you have everything you need. We will consider applications from all candidates who are able to demonstrate the required skills necessary to fulfil the role. 

Employee Screening and Eligibility to Work

We recognise the importance of safeguarding, dependent on role you may be required to undertake a Disclosure and Barring Service Check, details of which will be shared with you at interview.

If successful in your application, you will be required to provide eligibility to work evidence in line with the ‘Eligibility to Work in the UK’ requirements.