Head of First Team Player Care & Team Operations

The Role

The Head of Player Care & Team Operations is a strategic and operational leadership role responsible for delivering a Premier League-standard player experience across all aspects of the First Team environment.

The role will oversee Player Care, Player Experience and Football Operations, ensuring players, families and staff receive exceptional support both on and off the pitch. Acting as the operational lead for the First Team, the postholder will be accountable for the seamless delivery of player support services, travel and logistics, relocation, matchday operations and wider football operational activity. Acting as a key liaison between players, coaching staff, football administration, and external providers, the role is critical in delivering a seamless, elite high-performance environment that enables players and staff to focus fully on performance.

The role will lead and coordinate all First Team operational planning, including domestic and international travel, training camps, accommodation, concierge services, and matchday support. This includes overseeing player and family needs on matchdays, coordinating hospitality and supporting player lounge operations, and ensuring all operational and welfare needs are delivered to the highest professional standards.

The successful candidate will demonstrate exceptional organisational ability, emotional intelligence, discretion, and adaptability within a fast-paced elite sporting environment operating across unsociable hours, weekends, public holidays, and international travel schedules.

Reporting directly to the Sporting Director, the role will work closely with the Head Coach, Head of Club Administration & Governance (Club Secretary), Medical and Performance departments, Player Liaison staff, and external service providers to ensure operational excellence and a first-class player experience across all areas of the football programme.

Player Care, Welfare & Development

• Develop and implement a comprehensive First Team Player Care strategy aligned to the Club's performance and wellbeing objectives.

• Create and oversee individual player care plans, ensuring players and their families receive appropriate support throughout their journey with the Club.

• Work collaboratively with Medical, Performance and Psychology staff to support players through periods of injury, rehabilitation and return to play.

• Coordinate holistic support programmes for players experiencing significant life events, including injury, relocation, family circumstances, career uncertainty and personal challenges.

• Lead transition planning and support for players joining, departing or being released by the Club, ensuring appropriate welfare and pastoral care is provided.

• Maintain oversight of player wellbeing, identifying emerging welfare concerns and ensuring appropriate interventions and support mechanisms are implemented.

• Develop initiatives that support player development away from the pitch, including education, financial wellbeing, personal development and life skills.

• Build trusted relationships with players, families and agents whilst maintaining professional boundaries and strict confidentiality.

• Support international players and families with cultural integration, settlement and ongoing welfare requirements.

• Work closely with safeguarding, medical and football departments to ensure duty of care responsibilities are consistently met.

• Monitor trends and emerging welfare issues within elite sport and implement best practice player care initiatives where appropriate.

• Ensure the Club provides a proactive, professional and person-centred player care service that supports both wellbeing and performance.

Team Operations & Logistics

• Lead and oversee all First Team travel operations, including domestic and international fixtures, training camps, and pre-season tours.

• Support matchday operational requirements including player family services, hospitality coordination, and player lounge management.

• Coordinate all travel arrangements including flights (commercial and charter), rail, luxury ground transport, visas, and accommodation.

• Manage relationships with airlines, hotels, transport providers, security teams, and external operational vendors.

• Negotiate preferred supplier agreements and support operational budget management to ensure cost-effective delivery without compromising standards.

• Lead contingency planning for travel disruption, fixture changes, and emergency scenarios.

• Develop detailed travel itineraries and operational schedules aligned with performance, recovery, and medical requirements.

• Ensure seamless operational delivery across all First Team activities and environments.

Leadership & Service Delivery

• Provide strategic leadership for all First Team Player Care, Player Experience and Team Operations activities.

• Line manage and support the Player Liaison Officer, ensuring consistently high standards of service delivery.

• Establish and maintain service standards, operating procedures and best practice across all player-facing services.

• Oversee the delivery of player support and concierge services through internal staff and external providers.

• Ensure all player care, welfare and operational services are aligned to Premier League standards and expectations.

• Develop a culture of excellence, accountability and continuous improvement across all player-facing functions.

Player Experience & Service Excellence

• Develop and implement a comprehensive Player Experience strategy designed to support performance, wellbeing and retention.

• Continuously review and enhance the player journey from recruitment and onboarding through to ongoing integration and support.

• Benchmark player support services against leading Premier League clubs and elite sporting organisations.

• Identify opportunities to improve service delivery, operational efficiency and player satisfaction.

• Oversee the provision of concierge services, family support programmes and player lifestyle assistance.

• Ensure players and their families receive a professional, personalised and seamless experience throughout their time at the Club.

Safeguarding, Compliance & Risk Management

• Work closely with Club safeguarding and welfare teams to ensure duty-of-care standards are maintained across First Team and Academy transition environments.

• Coordinate visa and immigration processes for players, staff, and families where required.

• Ensure all operational activity complies with safeguarding, GDPR, confidentiality, and club governance standards.

• Support emergency response planning and player welfare protocols.

• Maintain accurate operational records, supplier documentation, and travel compliance procedures.

Stakeholder & Departmental Collaboration

• Liaise daily with the Sporting Director, coaching staff, Medical and Performance departments, Club Secretary, and administration teams to align operational planning with football priorities.

• Coordinate player availability and logistics for commercial appearances, media activity, and sponsor commitments in collaboration with relevant departments.

• Build and maintain strong relationships with external suppliers, service providers, agents, and player representatives.

• Contribute to the continuous improvement of player experience, operational standards, and departmental processes.

The successful candidate will:

• Deliver a seamless elite-performance environment for players, families, and staff.

• Ensure all team operations and player-support services are executed to Premier League-level standards.

• Build trusted relationships that positively support player wellbeing, integration, and performance.

• Maintain exceptional operational reliability, responsiveness, and discretion in a fast-paced football environment.

Qualifications & Experience

Essential

• Significant experience within elite sport, professional football, athlete services, team operations, hospitality, private client services, or high-performance environments.

• Proven ability to manage complex logistics and stakeholder relationships in fast-paced, high-pressure settings.

• Exceptional organisational skills with the ability to manage multiple priorities simultaneously.

• High emotional intelligence, discretion, and professionalism.

• Strong communication and relationship-management skills.

• Experience managing confidential and sensitive information.

• Flexibility to work evenings, weekends, public holidays, and travel internationally where required.

Desirable

• Experience within professional football or elite team sport.

• Knowledge of safeguarding and player welfare frameworks.

• Experience supporting international relocations and visa processes.

• Existing network of travel, hospitality, relocation, or concierge providers.

• Multilingual capabilities.

• Experience managing operational budgets and supplier negotiations.

Personal Attributes

• Calm under pressure with strong problem-solving ability.

• Highly proactive and detail-oriented.

• Service-led mindset with exceptional interpersonal skills.

• Ability to operate with discretion and professionalism at all times.

• Resilient, adaptable, and capable of managing dynamic operational demands.

At CCFC, you won’t just find a job – you’ll find pride, purpose, and a team that feels like family.

Safeguarding

We are dedicated to protecting and promoting the welfare of children and vulnerable adults. Our Club is committed to maintaining safer recruitment practices. An enhanced DBS check is mandatory for this role.

Equality, Diversity & Inclusion

Coventry City FC proudly champions equal opportunity! We believe in fairness for all, ensuring our recruitment and selection practices respect every individual's unique background. We warmly invite applicants from every background, celebrating diversity in race, nationality, religion, gender, age, and ability.

Join the Sky Blue Army – shaping the future of Coventry City FC on and off the pitch