Fan Experience Lead

JIM - Jobs In Manchester; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading football club is seeking a Fan Experience Lead to shape their fan experience strategy across digital and live environments. The role involves mapping fan journeys, collaborating with cross-functional teams, and driving initiatives to enhance engagement and loyalty. Candidates should have significant experience in customer experience and a passion for football, along with a strategic and commercially aware mindset.

Benefits

Annual incentive scheme

Wellness support

Exclusive discounts

Gym facilities

Enhanced family leave benefits

Career development access

Qualifications

• Must have a proven track record in customer experience strategy.
• Experience in sectors with strong live engagement.
• Ability to design experiences that drive emotional impact.

Responsibilities

• Lead the creation of a fan-first experience strategy.
• Map and optimize fan journeys across all key channels.
• Collaborate for cross-channel strategy implementation.

Skills

Customer experience strategy

Journey mapping

Commercial acumen

Excellent communication

Fan-obsessed mindset

Education

7+ years in relevant fields

Job description

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.