Premium Admin Executive

About the Commercial Team: 

The Commercial Team at Sunderland AFC is dedicated to driving the club’s growth beyond the pitch. We are a passionate group focused on forging meaningful partnerships, enhancing fan experiences, and maximizing commercial opportunities through sponsorship, marketing, and merchandise. 

With a diverse set of skills and backgrounds, our team collaborates closely with local businesses and global brands to create innovative solutions that benefit both the club and our community. Our mission is to build a sustainable future for Sunderland AFC while ensuring our fans feel valued every step of the way. 

The Opportunity: 

Responsible for handling inbound premium sales enquiries. The role includes managing the full booking process with clear follow-up communication to manage expectations.

You will process premium and away ticket allocations, manage and respond to Zendesk enquiries, and keep all premium information and FAQs accurately updated within the system. The role also involves chasing and processing outstanding payments using accounts reports in line with club procedures.

Key responsibilities include supporting match day premium administration such as client lists, table plans, dietary requirements, and ticket coordination, alongside maintaining strong relationships across departments. You will also support the Premium Sales Manager with sales initiatives, reporting, business development activity, digital updates, and monitoring match availability.

In addition, the role focuses on delivering high levels of customer satisfaction through pre- and post-match communication and feedback collection. All bookings must be accurately recorded in line Club expectation, with a strong focus on meeting and exceeding KPIs, while ensuring full compliance with GDPR and data protection requirements.

What We Ask For: 

Previous experience in administration, customer service, sales support, or hospitality is preferred, along with excellent communication and organisational skills. The role requires strong attention to detail and the ability to manage multiple tasks effectively, as well as confidence in using Microsoft Office, CRM systems, and booking platforms. A customer-focused approach is essential, with the ability to build and maintain strong relationships both internally and externally. The successful candidate should be professional and proactive with a clear understanding of GDPR and the importance of handling confidential information appropriately.

A Basic DBS from Sunderland AFC is required