Celtic looking Head of Business Operations manager

https://www.fwbltd.com/assignment/head-of-business-operations/



Celtic Football Club is one of the most iconic and successful football clubs in the world. With a global fanbase and footprint, based in Glasgow, Celtic has a proud heritage rooted in community, success, and social responsibility.

In addition to the Men’s, Women’s, B team and Academy footballing operations driving performance on the pitch, the Club’s business operations off the pitch provide for the Club’s supporters and the overall development of the Club, including matchday operations, retail, hospitality and stadium operations.

Celtic is deeply engaged in charitable and community work through the Celtic FC Foundation, which delivers projects supporting education, health, social inclusion, and poverty alleviation locally and internationally. This commitment to making a difference is at the heart of everything the Club does.






The opportunity has arisen to join Celtic in the role of Head of Business Operations.

This role is fundamental to ensuring that supporter services are delivered in a way which ensures world class supporter service is in place.

It will encompass a broad range of supporter services including the oversight of all retail operations, ticketing, hospitality sales, and stadium services.

The individual will play a key role in ensuring our supporters are able to share in the success and experience of being part of Celtic through multi-channel engagement across the Club.

The Head of Business Operations will drive not only performance and development across each of these areas but also lead on the improvement of supporter service frameworks to ensure a seamless supporter experience across all areas of the Football Club, all in line with the Club’s strategy and commitment to continuous improvement.












As Head of Business Operations, you will lead the overall team to drive an effective, supportive and engaging function to deliver world class supporter services.

This pivotal role will be responsible for driving supporter service and commercial performance and growth across these key supporter services.

Specifically, the individual will be responsible for leading:

• The operational and commercial management and growth of all retail outlets including club shops, e-commerce, and other concessionary outlets.

• The operational and commercial management of all ticketing operations, ticketing platforms and activities associated with key revenue generating matchday operations.

• The continued development of a first-class hospitality offering and the commercial growth of this.

• Development and management of Stadium services, including the non-match day restaurants, stadium tours/experiences and events.

• Management and oversight of the overall supporter service operation, working closely with the Executive to ensure the highest level of supporter service.

• Leading continuous improvement initiatives that enhance engagement, wellbeing and productivity, with a people-focused approach, aligning with the Club’s status as an employer of choice.

The ideal candidate will be a highly numerate commercially astute customer-oriented leader, with a passion for continuous improvement and a strong understanding of best practices within customer operations.

They will possess most of the following career experience:

• An ability to analyse key business drivers in a diverse range of business operations to understand profitability and performance metrics with a view to driving continuous improvement.

• A proven track record in multi-channel customer operations and evidence of improving the overall customer experience in an integrated manner.

• Experience in a fast-paced, high-profile, complex and large-scale business environment (retail, hospitality, sport, entertainment, or complex commercial organisation would be desirable but consideration will be given to other sectors where appropriate).

• Extensive knowledge and experience of integrated customer service systems, platforms and operating systems.

• A strong financial awareness and commercial acumen is essential for this role.

• Experience of delivering customer services through 3rd party services and partnerships.

• Demonstrated ability to support and influence at Board/Exec level and build cross-functional partnerships.

In addition, they will bring the following personal qualities:

• A people-first leader with integrity, empathy, and emotional intelligence.

• Commercially astute and resilient under pressure in a dynamic, high-performance setting.

• Passionate about inclusion, development, and values-based leadership.

• Excellent communication, interpersonal and negotiation skills.

• A natural collaborator with the confidence to challenge and support at senior level.

• High level of discretion and professionalism.

• A relevant Business Management (or equivalent) qualification or degree is desirable.

 

Advertised in time for Mondays meeting.

 

Who has been responsible for this role up till now?

 

by the sound of the duties listed they are currently covered by multiple other board members or exec's atm. This would bring them together under one person (I think).

 

Cheers HT.....
*Im just suspicious at the timing of this new post.
*Why it didnt already exist.Why now?
*As you suggest,it may have been under differing roles/responsibilities.So do the Board(by creating this post) think its going to help mitigate their recent transfer failures/strategy.
*To me it just raises more questions on how our club is being run.

 

If this is intended to address the key problems and placate the fans, they are so wrong.
Do they really think fans are just * of about the survey?

This role is 'business operations' aimed at improving 'supporter experience' at the stadium/generally with absolutely nothing to improve the ambition, development, recruitment or quality of team on the pitch.
If we are recruiting we need a world class DoF responsible for improving football/sporting performance, talent acquisition/transfers, player development and infrastructure etc working closely with manager blah de blah

If this is cited as progress on Monday, then we are even further apart than I thought.

 

More AI stuff. It looks like it's been written for us to read.

 

aye a new salesman is whats desperately needed right now ,the * should stop using the term world class in reguard to anything they do

 

This.

 

Regardless of timing, it's still progress.

Much much more needed and it shouldn't have taken fans to tell exceptionally well paid executives how to run a successful business.

 

A people-first leader with integrity, empathy, and emotional intelligence.

• Excellent communication, interpersonal and negotiation skills.

Hope when they get appointed they will teach these skills to our board coz non of them have any

 

It's progress, and we should be thankful for that.

A step in the right direction. A Director of Football with the necessary experience, qualifications and people's skills should be the next point of order.

 

It does raise many questions, why did we feel we could get away without this before? Seems penny smart pound foolish. Save 100k salary and cost us millions in growth. Kinda like the football operation.

 

Well we did. And he we had a bad experience with him.

Jock Brown.
He was not Celtic Minded.

And not every manager takes to having someone lording it over them.
If you are not on the same page as him, then it won't work.

 

Im talking about the business operations role.

 

Says all you need to know about the * on our board.
It's all about the numbers

 

Banter aside, is anyone on here qualified to apply?

Would be good to see if one of us could get an interview.

Realistically these roles are usually filled by the time they are advertised. But even an interview would be fun.


What would be the first thing you would priortise in the new role...
..Id sign a new striker...
..It wouldnt be within the remit of your role to do that...
..Well whose * role is it!?

Im keen

 

Heard Mark Lawwell is in the running

 

It's amazing a big club company of our size never had a general manager like this to run the sales business

You'd have thought we'd have got someone like that in when wee Fergus took over to run the sales and punters side of things, to go all these years without a business and deputy business manager is quite shocking. We really are stuck in the past in how we do things.

Jock brown i think was supposed to be an intermediary between Fergus and board and football manager, i don't know but maybe he was in charge of running the day to day business as well

We badly need a guy that looks after the football side of things that isn't the manager he's here permanently director of football role someone that makes sure the board don't sabotage the club when there's a £40m pot of gold in offer.
Id say that role could well be an ex player