At a Glance
- Tasks: Lead supporter engagement strategy and enhance the fan experience at West Ham United.
- Company: Join the iconic West Ham United, where supporters are at the heart of everything we do.
- Benefits: Enjoy 25 days annual leave, healthcare benefits, and discounted match tickets.
- Other info: Flexible working hours with exciting opportunities for career growth in a dynamic environment.
- Why this job: Make a real impact in football by championing supporter voices and creating unforgettable experiences.
- Qualifications: Proven leadership in supporter engagement and excellent communication skills required.
- Head of Supporter Services and Fan Engagement
- Location: London Stadium, Stratford, London (with travel to Victoria Road and The Foundry)
- Department: Supporter Services and Fan Engagement
Salary: To be discussed at interview + discretionary bonus (please add salary to your application form)
Enhanced DBS
At West Ham United, our supporters are at the heart of everything we do.
We are looking for an exceptional Head of Supporter Services and Fan Engagement to lead our supporter engagement strategy, champion the voice of our supporters, and help shape an outstanding supporter experience across every aspect of the Club.
This is a unique opportunity to play a key leadership role, working collaboratively across the Club to strengthen relationships with supporters, supporter groups, governing bodies and key stakeholders.
If you are an experienced leader with a passion for supporter engagement, relationship management and delivering exceptional customer experiences, we'd love to hear from you.
About The Role
You will lead the Supporter Services and Fan Engagement department, made up of a dedicated full‑time team of six, providing strategic and operational leadership across all areas of the team’s work.
You will oversee the Club's supporter consultation model, lead key supporter engagement projects, build strong relationships with supporters and supporter groups, and ensure West Ham United continues to meet and exceed industry standards across football governance and fan engagement.
This is a varied leadership role requiring excellent communication, sound judgement, stakeholder management skills and a genuine passion for creating positive supporter experiences.
Key Responsibilities
- Lead the strategic development and continuous improvement of supporter services and fan engagement across the Club.
- Champion the supporter voice and ensure supporters remain central to decision‑making.
- Act as Project Lead for the Premier League Fan Engagement Standard, the EFL Supporter Engagement Framework and the Independent Football Regulator's fan consultation requirements, ensuring these frameworks are embedded across the Club.
- Co‑chair the Fan Advisory Board, ensuring productive meetings and successful delivery of agreed actions.
• Lead relationships with supporter groups, including
- Fan Advisory Board
- Disabled Supporters Board
- Women's Team Supporters' Board
- Bondholders
- Youth Council
- Wider supporter group network
- Build strong relationships with external stakeholders including the Football Supporters' Association, Kick It Out, the Premier League, UEFA, the Independent Football Regulator and the EFL.
- Work collaboratively with the Communications and Marketing teams to deliver supporter communications, major projects and ad‑hoc issue resolution.
- Champion equality, diversity and inclusion across supporter engagement, supporting the delivery of the Premier League Equality, Diversity and Inclusion Standard and equivalent EFL standards.
- Lead the Supporter Services team to achieve their agreed KPIs, providing the team with guidance and an escalation point for resolving complex supporter complaints and enquiries.
• Oversee key supporter policies including
- Supporter Charter
- Fan Engagement Plan
- Access Statement
- Supporter Conduct Charter
- Anti‑discrimination policies
- Oversee the work of the Disability Access Officer to deliver the Club's Accessibility Strategy.
- Support the team to deliver key engagement programmes such as Like My Dreams, Official Supporters' Clubs, matchday mascots and the Club's Official Charity Partners, ensuring supporter needs are at the heart of every programme.
- Oversee the matchday management of the Club's 60‑strong Matchday Supporter Liaison Officer and Disabled Supporter Assistant teams and provide an escalation point for matchday issues involving supporters as they arise.
About You
We're looking for someone who can inspire others while building trusted relationships across the football community.
- Significant experience in supporter liaison and supporter engagement within professional football.
- Experience delivering supporter engagement frameworks.
- Strong leadership skills with experience developing and leading successful teams.
- Excellent communication, influencing and stakeholder management skills.
- Outstanding organisational and project management abilities.
- Sound judgement and confidence when managing complex or sensitive situations.
- A collaborative, respectful and inclusive approach.
- A passion for delivering exceptional supporter experiences.
- Strong IT skills across Microsoft Office and business systems.
- Working Pattern
This role requires flexibility and commitment to supporting the football operation.
You will need to be available for
- Men's and Women's home matchdays.
- Evening meetings with supporters and supporter groups.
- Weekend and Bank Holiday working where required.
- Out‑of‑hours support when operational issues arise.
- Regular travel between the London Stadium, Victoria Road and The Foundry.
- Recruitment Timeline
- First Stage Interviews (Microsoft Teams)
- Second Stage Interviews in person (London Stadium)
- 1 - 4 September
Benefits on offer
- 25 days annual leave plus your birthday off
- Pension and life insurance
- Healthcare cash scheme
- Travel season ticket loan
- Cycle to work scheme
- Priority access to apply for match tickets
- Discounted season tickets
- Staff discounts in the club store, café and our official partners products and services
- Discounted gym membership and onsite fitness room facilities
- Family friendly leave policies
- Company Social events
- EDI Statement
- The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation's business and tactical approach to eliminating barriers and addressing inequity.
You agree to actively contribute to creating a discrimination‑free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.
- Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.
- Safeguarding
- The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders.
Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well‑being of vulnerable individuals.
Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media.
The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.
- The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club’s or the West Ham Foundation Safeguarding Team.
- #J-18808-Ljbffr
Head of Supporter Services and Fan Engagement in London employer: West Ham United FC
West Ham United FC is an exceptional employer, offering a vibrant work culture that champions creativity and collaboration. Located at the iconic London Stadium, employees benefit from a dynamic environment that prioritises equity and inclusion, alongside ample opportunities for professional growth within the sports marketing sector. Join us to be part of a passionate team dedicated to enhancing the supporter experience through innovative marketing strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Supporter Services and Fan Engagement in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Ham United FC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like West Ham United FC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Supporter Services and Fan Engagement in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to West Ham United FC:Your cover letter is your chance to shine! Tell us why you want to work at West Ham United FC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at West Ham United FC!
How to prepare for a job interview at West Ham United FC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
