Fan Experience & Community Engagement Executive

Brentford Football Club; Brentford; On-site; GBP 27,000 - 33,000; Full time

Job summary

Brentford FC in London is seeking a Fan Relations Executive to enhance the supporter experience on matchdays and throughout the week. You will lead supporter communications, deliver inclusive services, and collaboratively work across teams to support fan engagement and community initiatives.

The role involves handling enquiries, collecting feedback, coordinating events and ensuring a welcoming environment for all fans while upholding safeguarding and data protection standards.

Qualifications

• Experience of delivering high-quality customer or supporter service, ideally within professional football, sport, entertainment, events or a community-facing environment.
• Strong written and verbal communication skills, with the ability to adapt style and tone for different audiences and channels.
• Good organisational and administrative skills, with the ability to manage competing priorities and meet deadlines.

Responsibilities

• Manage the supporter services inbox and other fan-related enquiries, providing accurate, clear, empathetic and timely responses.
• Act as a helpful point of contact for supporters, guiding and supporting with information and escalating complex matters appropriately.
• Support the preparation and publication of supporter information, match guides and fan-related website content.
• Help deliver a welcoming and inclusive matchday experience for home and away supporters.
• Engage with supporters to gather feedback and identify improvements to the fan experience.
• Assist with planning and delivery of fan and community events, stadium tours and fan activities.

Skills

Customer service

Fan engagement

Communication

Organisational skills

Data handling

Tools

Microsoft Office

CRM systems

Job description

Brentford FC in London is seeking a Fan Relations Executive to enhance the supporter experience on matchdays and throughout the week. You will lead supporter communications, deliver inclusive services, and collaboratively work across teams to support fan engagement and community initiatives.

The role involves handling enquiries, collecting feedback, coordinating events and ensuring a welcoming environment for all fans while upholding safeguarding and data protection standards.