Manchester City Football Club
Customer Enablement Manager
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Based in Manchester, this full-time permanent role will shape how we use AI-enabled service capability to improve customer experience, strengthen automation and reduce avoidable contact. You will play a central part in making sure our customer journeys are well governed, continuously improved and designed to deliver clear, consistent support.
Who We Are
Manchester City is a football club rooted in East Manchester, with a story that began in 1880 and continues to grow today. Built on resilience, belief and togetherness, success on the pitch is driven by the moments and memories shared with millions of Fans around the world. City is known for its bravery, its determination to the very end and its strong connection to where we come from. With Mancunian roots and a global outlook, we are shaped by our Fans and driven by a long-term vision, from developing future talent to supporting the communities we call home. Together, we are creating the next chapter, the City way.
Within our Customer Experience and Service Support teams, we focus on making every interaction clearer, quicker and more joined up. This role will help shape how AI-supported service journeys work day to day, partnering with colleagues across Technology and Knowledge Management to improve quality, consistency and the experience people have when they contact us.
The Role
This role sits at the centre of how we use AI to improve customer service. You will own the day-to-day performance of AI-enabled customer journeys, making sure they deliver accurate, helpful and consistent support while creating a better experience for customers and reducing avoidable contact.
You will monitor service and automation performance, identify patterns in customer conversations and turn insight into practical improvements. That includes refining prompts, workflows and knowledge content, supporting quality assurance, and helping prioritise new use cases and integrations that increase automated resolution and reduce manual effort.
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Working closely with colleagues across Service Support, Technology and Knowledge Management, you will help ensure AI capability is introduced responsibly and adopted well by operational teams. Your work will connect governance, service design and reporting so that we continue to evolve our customer experience in a way that is effective, measurable and aligned to wider business priorities.
What You'll Bring
- ⚽ Experience in customer experience, service operations or digital service improvement, with an understanding of AI-enabled or automated service tools.
- ⚽ Ability to analyse service data, AI Agent and feature performance, customer conversations and feedback, then turn insight into practical, prioritised improvements to automated journeys and AI-powered tools.
- ⚽ Experience working with knowledge content, service journeys or process governance to maintain quality and consistency.
- ⚽ Clear and effective communication skills, with the confidence to work across Technology, Service Support and Knowledge Management teams.
- ⚽ Ability to manage priorities, quality and risk in a changing environment while keeping customer outcomes in view.
- ⚽ Comfortable supporting the adoption of new ways of working and helping colleagues adapt to process or technology change.
Why Choose Us
Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work.
As part of our team, you will receive 26 days' annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.
Manchester-based employees also benefit from free on-site parking, complimentary breakfast and lunch, and access to a range of sports and leisure clubs.
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You can enjoy a range of additional benefits, including cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.
How to Apply
If this role sounds like it is for you, we would love to hear from you. To apply, please submit your application via our careers site by 16 August 2026. We encourage you to apply as soon as you can.
Shortlisted candidates will be invited to the next stage of the process.
We work with a select group of agency partners and do not accept unsolicited applications. Any CVs submitted without prior agreement will be treated as a direct application.
Equal Opportunities
City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. If you require reasonable adjustments or any support throughout the process, please contact hiring@cityfootball.com and we will be happy to help.
All CFG recruitment communications originate from @cityfootball.com email addresses. If you receive communications from Gmail, Outlook.com or other personal email services claiming to represent CFG, please verify with the hiring team. Employment is subject to the provision of proof of eligibility to work in the UK.
Due to our safeguarding promise, all UK-based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.
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