Fan Experience Manager - Matchday & Events

Millwall Football Club; Greater London; On-site; GBP 42,000 - 64,000; Full time

Job summary

Millwall Football Club is seeking an Event Experience Manager to lead the planning and delivery of the fan-facing experience around home fixtures and selected club and fan events at The Den.

You will own the prematch, half-time and post-match running orders, coordinate activations, family and Junior Lions experiences, manage volunteers, and collaborate with marketing, safety and operations to ensure memorable matchday moments.

Responsibilities

• Plan, produce and deliver the full matchday running order - prematch, half-time and post-match - across the stadium bowl and surrounding areas.
• Apply the same planning and delivery process to non-matchday club and fan events, including open training sessions, Lionesses and U21s games at The Den, Junior Lions events and agreed offsite activity within the wider club fan engagement strategy.
• Act as show-caller/producer for all non-football matchday content, including PA and announcer briefs, music, mascot, pyrotechnics/CO2, video board cues and ceremonial moments, working closely with Matchday Operations, Safety and Broadcast.
• Organise and attend First-Team player appearances. Liaise with Training Ground Ops team and MCT.
• Design and deliver club activations and fan engagement campaigns, such as themed matchdays, fan zones, kids' activities and community/heritage celebrations, in line with the Club's marketing strategy.
• Lead and continuously improve the family, Junior Lions and first-time visitor experience, maintaining a strong relationship with the Junior Lions Committee and using young supporters' views, fan feedback and EFL Family Excellence insight to shape activity.
• Manage Junior Lion mascots for home and away fixtures and select, schedule and brief ballpersons for each home game, including parent/carer communication, itineraries, safeguarding, host-club liaison and suitable contingency cover.
• Line manage the Here to Help volunteer team: recruitment, training, rostering, welfare and matchday deployment.
• Coordinate sponsor and commercial partner activation on matchdays with the Commercial & Partnerships team.
• Research and benchmark best practice in matchday and fan experience across football and other sports, bringing recommendations and innovation to the Head of Marketing.
• Manage matchday experience budgets and external suppliers and contractors (entertainment, staging, audio-visual).
• Lead post-match evaluation and debriefs, gathering fan feedback to continuously improve the matchday experience.
• Ensure all activations and running order elements comply with safety, safeguarding and regulatory requirements, working closely with the Safety Officer.
• Travel to away fixtures and other venues, where required, to represent the Club and observe matchday experience best practice elsewhere.

Job description

Millwall Football Club is seeking an Event Experience Manager to lead the planning and delivery of the fan-facing experience around home fixtures and selected club and fan events at The Den.

You will own the prematch, half-time and post-match running orders, coordinate activations, family and Junior Lions experiences, manage volunteers, and collaborate with marketing, safety and operations to ensure memorable matchday moments.