Head of Supporter Experience

The Person:

• Demonstrates a strong commitment to providing exceptional customer service and memorable moments, with a clear understanding of the needs and concerns of the supporter base.
• An excellent collaborator who can engage with a range of supporters, key stakeholders and maintain excellent working relationships across departments.
• Familiar with a data led approach, with an eye for detail and a flair for spotting trends and opportunities.
• Organised and proactive, with the ability to see an idea through from conception to delivery and to run streams of work simultaneously, prioritising where necessary.
• Committed to diversity and inclusivity, ensuring that every fan feels valued and has a voice at the club.

This is an exciting role that requires someone who loves working with people, is highly organised and proactive. Our ideal candidate will be passionate about creating memorable fan experiences and recognise the vital role that exceptional customer service plays in building long lasting fan connections. A strong commitment to inclusivity is essential, ensuring that every fan feels welcomed, valued, and heard. You will have a natural ability to bring people together and embrace feedback to make noticeable improvements.

You will bring a warm, approachable and empathetic presence, fostering strong relationships across all areas of the club, our local community and our supporter base. You will be a fantastic communicator able to lead fan engagement projects that enhance supporter relations, services and experiences to take them to the next level. You will have a flair for spotting opportunities and passionate about providing the best possible experience every time anyone interacts with the Club.

Detail-oriented and observant, you will have a natural ability to identify trends and collaborate effectively with others to enhance the overall supporter journey. You will have a true passion for continuous improvement and are comfortable influencing and partnering with a variety of stakeholders to drive the implementation of new experiences. You will be results driven and able to report on KPIs, as well as demonstrating conflict resolution and change management skills.

You will enjoy working with a wide variety of people - your passion for delivering outstanding fan experiences and creating meaningful engagement will shine through.

The Essentials:

• Proven experience in marketing, social media management, supporter engagement, with a strong understanding of audience behaviour and digital engagement strategies.
• Proven track record in delivering high levels of customer service, event and project management.
• Experience in a role where you have built strong, professional and effective relationships with a wide range of key stakeholders, considerate of people with additional needs.
• Experience in creating and implementing plans, calendars and event briefs.
• A strong understanding of EDI and how it applies to the professional football setting.
• Tangible examples of projects that have been organised, debriefed and reviewed, with key learnings built upon.
• Strong written and verbal communication skills, which can be evidenced through previous projects.
• Experience in analysing data and trends, with the ability to pull out key headlines and messages from raw data.
• Preferably experience in a similar role within a sport setting and fan engagement techniques is desirable.

The Club actively encourages Continuous Professional Development and would expect the successful candidate to ensure they are keeping updated with new theory and legislation, attend any necessary FA in-service training, and participate in a program of CPD across the technical teams.

Equality, Diversity & Inclusion

Salford City Football Club actively promotes equality, diversity and inclusion (EDI). It is extremely important to us and we strive to ensure that everyone who wishes to be involved in the Club whether as employees, players, fans (home and away), Board Members, or anyone involved with the Club’s activities (for example, suppliers, corporate partners) has genuine opportunities to participate.

This is regardless of their age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion and belief, sex or sexual orientation.

We aim to create an environment where everyone’s rights, dignity and individual worth are respected, and in particular that they are able to enjoy themselves at the Club without the threat of intimidation, victimisation, harassment, bullying or abuse.

We respect what each individual brings to our team and Club, no matter who they are or what their experiences may be.

We are an equal opportunities employer and we welcome applications from anyone suitably qualified. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment.

Safeguarding

We are fully committed to safeguarding all children, young people and adults at risk who engage in our activities.  We recognise that we have a responsibility to safeguarding the welfare of vulnerable groups and we have policies and procedures in place which all of our staff are trained in and are expected to adhere to as part of their employment. An offer of employment will be subject to receipt of satisfactory DBS check (depending on the role); satisfactory references; and proof of identity and eligibility to work in the UK.