Job Description

Job Details
Head of VIP Protocol
Location: Old Trafford /Carrington Training Complex
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.
The Purpose:
The Head of VIP Protocol is responsible for curating and delivering exceptional, high-touch experiences for Manchester United's most valued guests. This includes managing their experiences on matchdays, at club events, during private visits, and across global engagements. This role ensures that every aspect of the VIP journey reflects the club's heritage, standards, and global prestige.
The Role:
While the Directors' Box on matchdays is a primary focus, the role spans all VIP interactions and spaces. From meticulous planning and logistics to seamless real-time hosting, the Head of VIP Protocol leads the design and execution of enhanced guest experiences, ensuring each interaction is thoughtful and flawlessly delivered. This position requires discretion, perceptiveness, precision, and the ability to anticipate guest needs before they arise. The role also involves producing comprehensive guest briefings, collaborating with various departments, and leading a small, high-performing team.
Key Responsibilities
VIP Experience Strategy

• Develop and implement a VIP experience strategy aligned with Manchester United's prestige, ensuring exceptional service for each guest.
• Continuously refine the guest experience based on evolving expectations and insights.

Matchday Hosting and Protocol

• Lead all aspects of VIP hosting in the Directors' Box and other premium spaces.
• Serve as the primary point of contact for high-profile guests, ensuring a warm, seamless, and polished experience.

Visit Management

• Oversee logistical planning and execution for VIP visits, including transport, access, timing, and tailored experiences.
• Anticipate guest needs and personalise interactions to deliver unforgettable experiences.

Briefings and Communication

• Produce clear, detailed guest briefings for senior leaders and cross-functional teams.
• Ensure proactive, transparent communication to enable flawless coordination across departments.

Cross-Department Collaboration

• Collaborate closely with Security, Commercial, Events, and Communications teams.
• Align planning and delivery to ensure consistency across all VIP touchpoints.

Leadership and Team Management

• Lead, mentor, and motivate a high-performing service team with a culture of excellence and accountability.
• Equip the team with training and resources to anticipate and exceed guest expectations.

Protocol Standards

• Set and uphold best-in-class protocol standards in line with global etiquette and cultural practices.
• Monitor and adapt protocols to ensure they remain relevant and exemplary.

Relationship Building and Brand Representation

• Build lasting relationships with key guests to foster loyalty and connection with the club.
• Act as an ambassador of Manchester United's values, discretion, and professionalism at all time

The Person:

• Significant experience in VIP protocol, guest experience, or executive hospitality within elite sport, luxury hospitality, diplomacy, or entertainment.
• Proven track record of hosting and managing high-profile individuals.
• Deep understanding of protocol, etiquette, cultural awareness, and international guest expectations.
• Exceptional attention to detail with a demonstrated ability to deliver seamless, premium guest experiences.
• Outstanding verbal and written communication skills, including the creation of executive-level briefings.
• Strong operational and logistical planning capabilities--comfortable navigating high-pressure, fast-paced environments.
• Experience managing and developing small, high-performing teams.
• High levels of discretion, emotional intelligence, and professional presence.
• Proven ability to work cross-functionally and influence at senior levels.

What We Offer:
At Manchester United, we recognise that our people are at the heart of our success. That's why we offer a range of rewards designed to support your professional and personal well-being:

• Annual incentive scheme
• Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
• Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
• Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
• Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
• Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
• A Supportive Work Environment that values diversity, equity and inclusion, and individual growth

Our Commitment to You:
At Manchester United, we believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity and inclusion are at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
Ready to Join Us?
If this sounds like the perfect role for you, please submit your application by Thursday 10th July 2025
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks.
If you need any adjustments to help you perform at your best during the recruitment process, please feel free to contact us, and we will be happy to discuss them with you.
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.