Spectator Services Deputy Venue Manager

at  EURO2024

THE JOB

Spectator Services (SPEC) will perform numerous operational roles throughout EURO2024.
Commonly known as the ‘face of the tournament’, SPEC will be the first welcome at all EURO2024 venues and the final farewell before spectators continue their journey home. The primary objective of SPEC is to ensure a positive, quality experience across venues providing a friendly welcome, accurate information, direction, and customer service across a wide operational footprint.
The Spectator Services Deputy Venue Manager (m/f/d) will deliver the venue based spectator services programme, supported on match days by a team of Spectator Services paid staff and volunteers. He*She will support the Spectator Services Venue Manager in all topics.
Starting date: 06.05.2024
End date for Dortmund: 13.07.2024
End date for Gelsenkirchen: 03.07.2024

REQUIREMENTS

• University degree or similar with focus on event management.
• 2-3 years relevant working experience in a sports event organisation.
• Experience in Spectator Services operational planning and delivery are an advantage.
• Customer Service background, familiar with lost, found and complaint management processes.
• Experience in the management, scheduling, and rostering of a large volunteer workforce.
• Confident delivering training, briefings, or presenting to a large audience.
• English (Proficient), fluency in German and any other language is an asset.
• Ability to multitask and build positive relationships with stakeholders.
• Demonstratable experience of problem-solving in front of house facing situations

ABOUT US

In 2024, Germany will host the 17th edition of the UEFA European Football Championship. Staging the biggest European sports event provides a unique opportunity for UEFA and DFB to jointly organise a celebration of the best of European Football, on the basis of excellence, sustainability, and passion. This flagship championship aspires to be a role model for other UEFA competitions, as well as leaving strong legacy for the future of European football. EURO 2024 GmbH, joint venture organisation between UEFA Events SA and DFB EURO GmbH, is responsible for the operational planning and implementation of the tournament.
The EURO 2024 GmbH values diversity and strives to be inclusive in everything we do. We aim for everyone to have equal access to our organisation regardless of sex, gender identification, sexual orientation, age, disability, religion, ethnicity, nationality, or any other personal trait. If you have any particular requirements in respect to the recruitment or interview process, please mention this in your covering letter so that we can ensure adaptions are made when there are barriers identified.

• Supporting the Spectator Services Venue Manager in the successful operational delivery of the SPEC programme on venue.
• Deputising for the Spectator Services Venue Manager as required.
• Supporting the Spectator Services Venue Manager in finalising SPEC operational documents including dot plans, post prioritisation - ensuring agreement and integration with key stakeholders.
• Prepare the documentation used for the volunteers training.
• Participate in the volunteers training and monitor their activities during the tournament time.
• Manage a large team of paid event day staff and volunteers across a wide operational footprint.
• Support the resolution of any spectator focused issues at a venue level, escalating through chain of command where needed.
• Represent the spectator client group at Venue Management meetings and operational working groups in place of the Spectator Services Venue Manager as required.
• Support the Spectator Services Venue Manager in championing and delivering the agreed level of service for all EURO2024 spectators.
• Close collaboration with various internal projects, e.g. Venue Management, Security, Mobility