Head of Ticketing and Fan Engagement

About the Role

This is a strategic and operational leadership role that spans ticketing operations, fan engagement, matchday programming, and supporter enhancement initiatives. You’ll lead a cross-functional team, manage key vendor and stakeholder relationships, and collaborate across departments to ensure every touchpoint reflects the Club’s standards and values. From developing seasonal campaigns to optimising fan journeys, you’ll play a pivotal role in driving attendance, boosting satisfaction, and building loyalty. Whether you’re improving access for new supporters or enhancing the experience for our most loyal fans, you’ll be creating moments that matter.

Key Responsibilities:

• Lead the Club’s ticketing and fan engagement strategy across the full supporter journey
• Develop integrated seasonal plans aligned with Club campaigns and fixtures
• Manage day-to-day ticketing operations and matchday delivery
• Build strong partnerships with internal departments and external community groups
• Act as the fan voice within the Club, advocating for inclusivity, accessibility, and innovation
• Analyse performance metrics and fan behaviour to continuously refine delivery
• Supervise and develop a high-performing team across box office and fan experience functions
• Report live and accurate high quality data to the Group CEO and Ownership Group as requested

What We’re Looking For
You’re a natural leader with experience in ticketing, live events, or fan experience roles. You understand how to blend operational efficiency with emotional connection, and have the data-savvy and communication skills to make it happen. You’re just as comfortable refining ticketing strategy as you are on the ground on matchday, leading from the front.

 

Essential:

• Proven leadership in ticketing, supporter services, or fan engagement within sport or events
• Strong operational planning and stakeholder management skills
• Experience using CRM systems and ticketing platforms (e.g., Ticketmaster/SRO, SeatGeek)
• A track record of delivering strategic campaigns and inclusive engagement initiatives
• Knowledge of matchday logistics and community-based programming
• Ability to analyse fan data, drive KPIs, and report to senior leadership
• Understanding of safeguarding, equality, and accessibility standards

 

Desirable:

• Experience working with supporter forums or fan advisory groups
• Familiarity with Milton Keynes Dons and the Milton Keynes community
• Background in (CX) Customer Experience design or behavioural insights
• Previous work in stadium or large-venue environments

About Us:

Football. Fans. Forward Thinking. At Milton Keynes Dons, we’re building more than a football club, we’re creating a movement rooted in inclusivity, innovation, and community pride. As we continue our ambitious journey, the way fans experience our Club, from ticket purchase to final whistle, has never been more important. This role sits at the heart of that mission. With ticketing as the foundation and fan engagement as the fuel, the Head of Ticketing and Fan Engagement will shape how supporters connect with the Club, before, during, and after matchday.