Performance Centre Manager

The role will oversee the operations of the Lord’s Performance Centre, leading a dedicated team to deliver exceptional customer service and operational excellence. They will drive the centre’s commercial growth and uphold the highest standards across all aspects of its cricket offerings and visitor experience.

Working closely with the multiple stakeholders who operate within the facility, the manager will ensure that the Lord’s Performance Centre continues to set the benchmark for quality and professionalism.

Key Tasks and Accountabilities

• Lead the team responsible for the day-to-day operations of the Lord’s Performance Centre, ensuring the facility is run to world-class standards.
• Champion a world-class customer service operation, ensuring that all visitors and users receive an exceptional and consistent experience that reflects the values and standards of Lord’s
• Drive the commercial performance through effective programme management and the introduction of new revenue streams
• Work closely with the marketing department to promote the full range of the centre’s offerings and support the development of its digital presence
• Ensure the centre operates in full compliance with all relevant safeguarding, health and safety, and operational regulations, including first aid provision and DBS requirements
• Continuously review and develop the centre’s offerings, introducing new technologies and initiatives that enhance both customer and staff experience
• Manage the budget, including cost analysis to ensure effective financial control
• Build and maintain strong relationships with on-site stakeholders, including retail, café, gym, and physiotherapy partners, ensuring effective collaboration and alignment
• Liaise closely with ECB, other MCC departments and on-site stakeholders over the centre’s use in major matches.
• Prepare and present quarterly reports for the Cricket Committee
• Identify and facilitate training and development opportunities for staff
• Undertake Duty Officer shifts as required to provide on-site leadership