Improving matchday experience
Head of Fan Services
Charlotte has worked in Customer Experience Management for sixteen years. Prior to joining Arsenal, she was Head of Customer Experience at Nationwide Building Society Group and EDF Energy.
Charlotte joined Arsenal in September 2014 as Head of Fan Services, responsible for managing the Club’s Service Centre which handles around 1 million fan queries per season. She is also responsible for developing and leading a programme to enhance the experience for fans attending Emirates Stadium on match days.
Head of Sales, Service & Operations
Tom has overall responsibility for the premium sales, service and operations of Arsenal Football Club. This consists of 7,000 premium seats, 145 executive boxes, the exclusive Diamond Club and all non-match day meetings and events. Tom is responsible for a team of 35 full-time staff, increasing to more than 50 on match-days.
Prior to moving to Arsenal in July 2015, Tom spent three years in Rio de Janeiro, establishing the stadium hospitality business for IMX, a Brazilian joint-venture company. Previously, Tom worked at Wembley Stadium as Account Manager, Sales Executive and Sales Manager for the IMG Stadium Division.
Engaging our fans globally
Head of Marketing
Charles joined Arsenal in 2010 to head up the marketing team after spending the majority of his career working for multi-national FMCG companies. His main focus is around building the membership base for and engaging fans in a relevant and personalised way.
His experience ranges from commercial roles with Coca-Cola Schweppes in the UK, to international commercial and senior marketing roles with Diageo plc in Argentina, Peru, Chile, Mexico and the Netherlands and more recently in UK with PepsiCo International.
Charles is a Mentor at the Marketing Academy.
Transforming our partner offering
Head of Partnership Development
Alex has worked in the sports industry for thirteen years. Prior to joining Arsenal, he worked for the CSM agency group where he helped rights’ holders including British Athletics, British Triathlon, Team Sky, the English and Wales Cricket Board and the Welsh Rugby Union.
He joined Arsenal in January 2013 and now leads the Partnership Development team which is responsible for developing and securing global and regional brand marketing partnerships. He has overseen significant growth of the partnership programme and the partnership sales team over the last three years.
Building a retail operation for the future
Simon is Retail Director at Arsenal Football Club and oversees a retail operation which generates £30m+ a year across four key areas. These are as follows: eCommerce, which is a fast growing, increasingly international and mobile first operation; stores, including the recently refitted “The Armoury”; stadium tours, attracting 250,000 visitors per year and global brand licensing which works closely with Puma, our global kit partner, and over 50 licensees around the world.
Prior to joining the club, Simon was Head of Retail and Licensing at the London 2012 Olympic and Paralympic Games. Other roles include working at UEFA in Switzerland on the European Football Championship and 10 years at Adidas in Germany and the UK in a range of product, marketing and commercial positions.
Head of Business Strategy
James is Head of Business Strategy at Arsenal Football Club, helping the Club’s Commercial team to set and achieve its objectives.
Since joining the Club in 2013, James has led and supported projects across multiple areas, including sponsorship, retail, international marketing and fan engagement. He has a strong focus on innovation, helping to identify and prioritise new opportunities for the club.
After graduating from Durham University, James’ professional background was in strategy consulting with Accenture, where he worked with clients across multiple industries in areas such as growth strategy, operating model design, due diligence and innovation.