Support Experience Executive

Organisation Harlequin Football Club Ltd Salary TBC Location Harlequins Head Office – The Stoop in Twickenham Contract type Permanent (Full time) Closing date 15 August 2025 Interview date 24 August 2025 Job Description Supporter Experience Executive (Role Profile)

The role in brief:
This is an exciting opportunity for a talented individual who wants to gain valuable experience in an elite sporting environment with strong supporter focus. The ideal candidate will have a passion for sport and what it means to be a fan. The role will support the day-to-day delivery of first-rate service and initiatives to Harlequins’ supporters and over 9,000 Season Ticket Members, including Member benefit delivery, supporter service, Quins Rewards delivery, Member liaison and events, matchday experiences, and survey analysis.

The Details:
• Permanent Contract
• Full time – five days, plus weekend home matchdays at The Stoop (days in lieu provided)
• Based at our Head Office at The Stoop in Twickenham.Work from home opportunities one day a week available.
• Reports to Supporter Experience Manager
• Start date: As soon as possible

The Responsibilities:
• Supporting the promotion, delivery and day-to-day management of the Club’s Quins Rewards loyalty programme, including reward idea creation, merchandise and experience redemption, handling supporter queries, Portal maintenance, and working with the playing department to deliver supporter experiences.
• The key point of contact for Club’s 200+ Debenture Holders, including daily management of their inbox, delivery of Member benefits and handling queries.
• Handling regular player appearance requests, autograph requests, and training ground tours for Season Ticket Members.
• Providing matchday support at all Men’s and Women’s home matchdays, delivering Quins Rewards supporter experiences, player mascot management, and friendly on-site supporter engagement at the Supporter Information point (Quinformation).

• Supporting logistics and relationship management with all casual matchday workers and overseeing matchday operations in the Debenture Lounge to ensure a first rate experience for Members and their guests.
• Day to day lead of the Club’s player mascot programme for all Men’s and Women’s fixtures including pre-match arrangements, supporter liaison and post-match communications.
• Supporting delivery of Member events programme and supporter feedback forums.
• Supporting day-to-day engagement with key supporter stakeholder groups (including Quinssa, Quins Pride, King’s Cross Steelers and Debentures).
• Drafting of Membership communications in partnership with Supporter Experience colleagues and the Communications team, including Member emails, matchday programme content and website content.
• Supporting delivery and evolution of the Club’s popular Trading Cards project.
• Supporting the delivery of matchday themes throughout the season (e.g. LGBTQ+ Pride / Access Day) to continually grow our supporterbase and our reputation as a Club for all.
• Working with the Supporter Experience Team to generate new initiatives to constantly improve our offering to supporters.
• Delivering best-in-class Supporter service, across every touchpoint including daily monitoring of the Club’s supporter service inbox (via ZenDesk platform) and occasional phone support, delivering and first-rate responses to questions, complaints and issues.

Skills and Knowledge:
• Experience of working in a consumer service role, ideally in live events.
• Strong consumer focus and interpersonal skills. Able to deal effectively with members of the public to deliver positive mutual outcomes.
• Strong written and verbal communication skills with a good level of Microsoft Office skills and good phone manner.
• Some understanding of Membership programmes and Member benefits.
• Organised and able to work on several projects simultaneously.
• Builds appropriate professional, friendly and accessible relationships with employees and line managers.
• Presents a highly professional image when representing the Club.
• High levels of resilience with an ability to work independently and prioritise tasks.

Behaviours and Competencies:
• Highly organized with a real attention to detail.
• Uses own initiative and can work independently.
• Highly self-motivated, focuses on desired results and sets and achieves challenging goals.
• A strong team player and collaborative working style who relates well to people in all positions; is seen as a team player and is cooperative; friendly and eager to work for an elite professional sports club.
• Interest in sport, rugby in particular (preferred but not essential), especially from a supporter’s perspective.
• Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.

The Culture and Behaviours we look for:
• Tempo – can act with urgency and has the ability to quickly adapt plans and multi-task according to the environment which rapidly evolves in sport. Fast learner with an appreciation of the necessity to meet deadlines

• Relate – demonstrates the ability to work with a diverse group of individuals, at all levels by displaying high emotional intelligence and collaborative behaviours. Contributes to a club wide mentality, and positive culture, with the ability to own and develop relationships, both internally and externally
• Unconventional – able to approach and solve problems with an open mind and out-of-the-box thinking which reflects the courageous and innovative nature of the Club. Thinks creatively to leverage internal and external rugby and sporting agenda to support Club projects
• Enjoyment – creates the right balance of ‘work’ and ‘play’ with key stakeholders and knows how to switch between the two to get the best out of everyone creating a great team environment

Closing Date for applications: 15th August 2025

To apply please send a copy of your cover letter and CV to jobs@quins.co.uk .

Harlequins is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

How to apply Please email jobs@quins.co.uk

#J-18808-Ljbffr