Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Create unforgettable experiences for fans and ensure their voices are heard at Wrexham AFC.
- Company: Join the historic Wrexham AFC and be part of a passionate community.
- Benefits: Enjoy health plans, enhanced holidays, match tickets, and more perks.
- Why this job: Make a real impact on fan engagement and support in a vibrant football environment.
- Qualifications: Customer service experience, strong communication skills, and a love for football.
- Other info: Be part of a supportive team dedicated to continuous improvement and fan satisfaction.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join Wrexham AFC - because history doesn’t write itself.
The Role
To deliver a world-class supporter experience at STōK Cae Ras by acting as a visible, proactive and knowledgeable point of contact for fans, visitors and guests. The role focuses on fan engagement, supporter care and issue resolution, ensuring every supporter’s visit is welcoming, safe, informed and enjoyable. The post holder will lead fan engagement activity, oversee matchday supporter support delivery, and act as the voice of the fan within the Club, in line with Premier League standards of service, professionalism and Family Excellence criteria. The role plays a central part in improving communication, responding to supporter feedback, supporting the Fan Advisory Board, and working collaboratively with internal teams, volunteers and supporter groups to drive continuous improvement in the supporter experience.
Main Responsibilities:
- Matchday Fan Engagement & Support Delivery
- Take operational responsibility for the matchday Fan Support / “Here to Help” Team, ensuring it is visible, proactive and consistently delivered.
- Work alongside Safety and Operations teams to shape the Fan Support Team’s role purpose and expectations.
- Lead pre-match briefings for the Fan Support Team and ensure all staff and volunteers are clear on responsibilities and escalation routes.
- Develop and maintain a Fan Support Team Standard Operating Procedure (SOP) covering matchday routines, supporter interaction standards and reporting.
- Attend home fixtures to oversee delivery, observe supporter journeys, and identify improvements to signage, wayfinding and engagement.
- Act as a senior point of contact for supporter issues on matchdays, resolving concerns calmly and efficiently.
- Supporter Communication, Enquiries & Information
- Build a clear understanding of why supporters contact the Club, working closely with the Ticket Office and other departments.
- Track and analyse supporter enquiries, matchday questions and recurring themes.
- Review supporter survey results, mystery shopping, Family Excellence feedback and matchday observations to identify information gaps.
- Support the creation, review and maintenance of supporter-facing resources, including FAQs, stadium and matchday guides, accessibility information, and “Visiting the Racecourse” supporter webpages.
- Ensure all supporter-facing information is accurate, accessible, easy to find and regularly refreshed.
- Work closely with Media & Communications teams to ensure key supporter information is clearly communicated across digital platforms, including social media channels.
- Support timely matchday updates and fan-facing communications to keep supporters informed before and during fixtures.
- Fan Insight, Feedback & Continuous Improvement
- Act as the Club’s “fan in the room”, ensuring supporter insight informs decisions and operational delivery.
- Maintain and update the Fan Experience Action Plan, tracking issues, agreed actions and completion.
- Prepare regular reports highlighting key themes, quick wins, risks and longer-term improvement opportunities.
- Lead the delivery of “You Said, We Did” updates, demonstrating transparency, accountability and responsiveness to supporters.
- Share insight with Operations, Safety, Communications, Retail and Hospitality teams to help implement practical improvements.
- Champion a culture of continuous improvement, using supporter insight to raise standards in line with Premier League and Family Excellence expectations.
- Fan Advisory Board & Supporter Group Engagement
- Support the effective running of the Fan Advisory Board, including preparing insight and updates, following up on actions and agreed outcomes, and ensuring feedback loops are closed.
- Build strong working relationships with supporter groups, trusts and fan representatives.
- Act as a consistent and trusted point of contact between supporters and the Club.
- Ensure supporter feedback is acknowledged, responded to and actioned where appropriate.
- General Responsibilities
- Maintain high standards of professionalism and presentation at all times.
- Work collaboratively across departments to improve the end-to-end supporter journey.
- Undertake any other reasonable duties consistent with the role.
You’ll have:
- Experience in delivering exceptional customer service.
- Complaint handling experience.
- Ability to keep calm under pressure.
- Excellent verbal communication skills, with the ability to engage with a diverse audience.
- Proficient IT skills.
- High level of flexibility.
- A keen interest in football and an understanding of the football industry.
Why Work for Us
If you are looking for an organisation committed to building a strong, inclusive, high performing workplace where every individual is valued, supported and empowered to grow with fantastic benefits which include:
- Health Cash Plan
- EAP
- Enhanced holidays and long service days
- Enhanced pension
- Death in service
- Enhanced sick leave
- Health and wellbeing time off
- Access to complimentary match tickets
- Volunteering day
- Salary sacrifice benefits and retail discounts
Fan Engagement and Supporter Experience Manager in Wrexham employer: Wrexham AFC
Contact Detail:
Wrexham AFC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fan Engagement and Supporter Experience Manager in Wrexham
✨Tip Number 1
Get to know the club inside out! Familiarise yourself with Wrexham AFC's history, values, and recent developments. This will help you connect with the fans and show that you're genuinely passionate about the role.
✨Tip Number 2
Network like a pro! Attend matches, fan events, or community gatherings to meet supporters and staff. Building relationships can give you insider info and make you stand out when applying through our website.
✨Tip Number 3
Showcase your customer service skills! Prepare examples of how you've handled complaints or improved experiences in previous roles. This will demonstrate your ability to keep calm under pressure and engage effectively with diverse audiences.
✨Tip Number 4
Be proactive! Reach out to current employees on LinkedIn or social media to learn more about the club culture and expectations. This can give you valuable insights and help you tailor your approach when applying through our website.
We think you need these skills to ace Fan Engagement and Supporter Experience Manager in Wrexham
Some tips for your application 🫡
Show Your Passion for Football: When writing your application, let your love for football shine through! We want to see how your enthusiasm for the game can translate into creating an amazing supporter experience at Wrexham AFC.
Highlight Your Customer Service Skills: Make sure to showcase any experience you have in delivering top-notch customer service. We’re looking for someone who can handle complaints with grace and keep calm under pressure, so share those stories!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand. This will help us see how you fit into our team!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting role. We can’t wait to hear from you!
How to prepare for a job interview at Wrexham AFC
✨Know Your Fans
Before the interview, dive deep into understanding Wrexham AFC's fan culture. Familiarise yourself with their history, key supporter groups, and recent feedback trends. This will help you demonstrate your passion for enhancing the supporter experience.
✨Showcase Your Communication Skills
Prepare to discuss specific examples of how you've effectively communicated with diverse audiences in previous roles. Highlight your ability to handle complaints calmly and efficiently, as this is crucial for the Fan Engagement and Supporter Experience Manager position.
✨Be Proactive About Solutions
Think of potential improvements for the supporter experience at Wrexham AFC. Bring ideas on how to enhance matchday engagement or streamline communication processes. Showing initiative will impress the interviewers and align with their commitment to continuous improvement.
✨Demonstrate Team Collaboration
Since the role involves working closely with various departments, be ready to share examples of successful teamwork. Discuss how you've collaborated with others to achieve common goals, especially in high-pressure situations like matchdays.
