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For Companies At a Glance
- Tasks: Lead the fan experience strategy and enhance engagement across all platforms.
- Company: Join Manchester United, a global football club with a passionate fan base.
- Benefits: Enjoy wellness support, exclusive discounts, gym access, and career development opportunities.
- Why this job: Be part of a dynamic team that values creativity and innovation in fan engagement.
- Qualifications: 7+ years in customer experience strategy, ideally in sports or entertainment.
- Other info: Diversity and inclusion are core to our recruitment strategy; all backgrounds welcome.
The predicted salary is between 43200 - 72000 £ per year.
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.
The Role
Manchester United is home to one of the most passionate and loyal fan bases in global sport. Every touchpoint – from attending Old Trafford, to engaging digitally, to participating in live events – is an opportunity to deepen that connection. The Fan Experience Lead will shape and lead the club’s approach to end-to-end fan experience across digital, physical, and live environments.
This role is central to ensuring every interaction is emotionally resonant, commercially intelligent, and strategically aligned – with the clear ambition to unlock new revenue opportunities and drive loyalty through meaningful engagement. You’ll collaborate with teams across Digital Product, CRM, Data & Insights, Design, Fan Engagement, Venue and Live Event Production to identify and elevate the moments that matter most to fans – and transform those moments into lasting value for the club.
The Person
We are looking for someone who has:
- Fan Experience Strategy: Lead the creation of a fan-first experience strategy that reflects supporter needs and aligns with commercial and brand goals.
- Revenue Innovation: Identify fan pain points, untapped moments, and behavioural trends that could be transformed into new products, services, or monetisation opportunities.
- Journey Mapping & Design: Map and optimise fan journeys across all key channels (stadium, app, web, live events, retail, membership, ticketing, etc), using insight and creativity to deliver seamless and engaging experiences.
- Live Experience Collaboration: Work closely with our in-house event producers and creative studio to embed CX thinking into matchdays, fan events, and physical spaces.
- Cross-Functional Alignment: Collaborate with Digital Product, CRM, Data & Insights, Live Events, Fan Engagement, Commerical and Creative teams to ensure fan experience initiatives are insight-led, technically feasible, and beautifully executed.
- Measurement & Insight: Define experience KPIs (e.g. NPS, satisfaction, dwell time, conversion), interpret qualitative and quantitative feedback, and create clear recommendations.
- Innovation Scanning: Monitor fan experience trends across sport, entertainment, hospitality, and technology – proposing forward-thinking initiatives grounded in insight.
Experience & Skills
- 7+ years in customer experience strategy, ideally in sectors with strong live, digital, and loyalty-driven models (e.g. sport, entertainment, travel, retail).
- Demonstrated ability to design and scale experiences that drive both emotional impact and commercial value.
- Experience working alongside product, CRM, design and live event teams to implement cross-channel strategies.
- Strong understanding of how insight, storytelling, and design thinking can unlock business innovation.
- Skilled in journey mapping, stakeholder facilitation, and experience blueprinting.
- Commercial acumen – able to spot new revenue opportunities that address fan needs and build business cases around them.
- Genuine passion for football, fan culture, and the evolving expectations of supporters worldwide.
What You’ll Bring
- A fan-obsessed mindset, grounded in empathy, insight, and creativity.
- A strategic, commercially aware approach to experience design.
- Excellent communication and cross-functional influence, especially in creative and operational environments.
- Curiosity, energy, and a drive to elevate every moment in the fan journey – from the everyday to the extraordinary
What We Offer
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:
- Annual incentive scheme
- Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
- Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
- Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
- Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
- Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
- A Supportive Work Environment that values diversity, equity and inclusion, and individual growth
Our Commitment To You
At Manchester United, we believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity and inclusion are at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
Ready to Join Us?
If this sounds like the perfect role for you, please submit your application by Wednesday 20th August 2025
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks.
If you need any adjustments to help you perform at your best during the recruitment process, please feel free to contact us, and we will be happy to discuss them with you.
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles. #J-18808-Ljbffr
Fan Experience Lead employer: JIM - Jobs In Manchester
Contact Detail:
JIM - Jobs In Manchester Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fan Experience Lead
✨Tip Number 1
Familiarise yourself with Manchester United's fan engagement strategies. Understanding their current initiatives and how they connect with fans can give you a solid foundation to discuss your ideas during interviews.
✨Tip Number 2
Network with professionals in the sports and entertainment sectors. Attend industry events or join relevant online forums to meet people who can provide insights into the role and potentially refer you.
✨Tip Number 3
Stay updated on the latest trends in fan experience across various industries. Being able to discuss innovative ideas and how they could be applied at Manchester United will set you apart from other candidates.
✨Tip Number 4
Prepare to showcase your understanding of journey mapping and experience design. Think of examples from your past work where you've successfully enhanced customer experiences, as this will demonstrate your capability for the role.
We think you need these skills to ace Fan Experience Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Fan Experience Lead position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience strategy, particularly in sectors like sport or entertainment. Emphasise your achievements in creating fan-first experiences and any revenue innovations you've implemented.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for football and fan culture. Discuss specific examples of how you've successfully mapped and optimised customer journeys, and how you can contribute to Manchester United's goals.
Highlight Collaboration Skills: Since the role requires cross-functional collaboration, be sure to mention your experience working with diverse teams. Provide examples of how you've effectively communicated and influenced stakeholders in previous roles.
How to prepare for a job interview at JIM - Jobs In Manchester
✨Show Your Passion for Football
Make sure to express your genuine love for football and fan culture during the interview. Share personal experiences that highlight your connection to the sport and how it drives your desire to enhance fan experiences.
✨Demonstrate Strategic Thinking
Prepare to discuss your approach to creating a fan-first experience strategy. Be ready to provide examples of how you've previously identified fan pain points and transformed them into successful initiatives or revenue opportunities.
✨Highlight Cross-Functional Collaboration
Since this role involves working with various teams, be prepared to share examples of how you've successfully collaborated across departments. Emphasise your ability to align different stakeholders towards a common goal in enhancing fan experiences.
✨Be Insight-Driven
Familiarise yourself with key performance indicators relevant to fan experience, such as NPS and satisfaction scores. Be ready to discuss how you would use data and insights to inform your strategies and improve fan engagement.
