Fan Experience

• Develop and deliver engaging matchday experiences across Glamorgan Cricket and Welsh Fire fixtures.
• Identify opportunities to improve the supporter journey before, during and after matchdays.
• Work closely with Operations to ensure all fan-facing activity is delivered to a consistently high standard.
• Lead on relationships with in-bowl production agencies.
• Work closely with external stakeholders on the Matchday Experience Surveys and own the dissemination of this information internally.
• Work closely with the Partnerships team to maximise activation engagement and effectiveness.

Fan Insight & Data Capture

• Lead matchday data capture initiatives and work closely with the Audience & Revenue Growth Manager to support CRM growth objectives.
• Identify opportunities to convert unknown attendees into known and contactable supporters.
• Analyse supporter behaviour and feedback to identify opportunities for improvement.
• Produce regular reports and recommendations that improve satisfaction, retention and attendance.

Membership & Supporter Relations

• Ownership of Matchday Guides
• Build and maintain strong relationships with members, supporter groups and key stakeholders.
• Deliver member forums and other member events.
• Support membership retention and renewal activity.
• Draft and deliver regular member newsletters and updates, including campaigns to increase member attendance throughout the season.

Ticketing Support

• Support ticketing operations during peak sales periods and matchdays.
• Assist with supporter enquiries and customer service delivery during high-demand periods.
• Support membership and ticket fulfilment activities when required.

Key Working Relationships

• Commercial Director
• Head of Marketing, Brand and Digital
• Head of Partnerships
• Ticketing Manager
• CRM & Growth Marketing Manager
• Stadium Manager
• Operations Manager
• Elected Board Members
• Members Advisory Group
• ECB

Personal Attributes

Essential

• Passion for delivering exceptional customer and supporter experiences.
• Strong commercial acumen and understanding of how customer experience drives retention and revenue.
• Strong understanding of customer journeys and audience behaviour.
• Excellent communication and relationship management skills.
• Ability to build trust and influence across multiple departments.
• Strong project management and organisational skills.
• Experience using customer feedback and data to drive improvements.
• Strong attention to detail and commitment to high standards.
• Ability to remain calm and effective under pressure.
• A proactive, solutions-focused mindset.

This job description is only a summary of the role as it currently exists and is not exhaustive or comprehensive. Responsibilities and accountabilities may differ from those outlined, and other duties, as assigned, may be part of the job.

GCCC is firmly committed to creating a safe, inclusive and positive environment for everyone involved in cricket. In line with statutory expectations, ECB and Cricket Regulator requirements, and informed by guidance from the NSPCC, the NSPCC Child Protection in Sport Unit, and the Ann Craft Trust, we follow robust safer recruitment practices. All applicants will be subject to appropriate pre-employment checks, including self-declaration, references and, where the role requires it, an enhanced DBS check. We expect all staff, volunteers and partners to share our commitment to safeguarding children, young people, and adults at risk, and to uphold the highest standards of behaviour and integrity within the game.

Glamorgan Cricket welcomes applications from all backgrounds to ensure we deliver our ongoing EDI strategy and the ECB Inspiring Generations strategy to fulfil our purpose to connect communities and improve lives through cricket. We will also follow all safeguarding checks and will ensure any applicable training is completed.