Supporter Services Manager

Core Working Hours: Tuesday–Friday: Core hours between 9am–4.30pm (flexible depending on operational needs) Saturday: 9am-12.30pm Matchdays: Required attendance for home fixtures.

Summary The Supporter Services Manager is a key operational role designed to improve the supporter experience and bring structure to the club’s front-facing services. This role combines retail, ticketing, customer service, matchday support and staff coordination. It is essential to creating a more professional, resilient and supporter-focused operation across the club.

Role Purpose The Supporter Services Manager will be responsible for the day-to-day supporter-facing operation at the club, with a key focus on retail, ticketing, customer service, supporter enquiries, matchday support and staff coordination. This role will ensure supporters receive a helpful, consistent and professional service across the club shop, phone, email, online orders, matchdays and general enquiries. The role will be based within the club shop and will work closely with the Ticketing & Retail Manger, and wider club staff to make sure retail, ticketing and supporter service operations run smoothly. The aim of this role is to improve the supporter experience while creating better structure, cover and resilience across the club’s front-facing operations. Key Responsibilities

Supporter Services & Customer Care Act as a key point of contact for supporter enquiries across retail, ticketing, online orders and general club information. Ensure supporters receive clear, friendly and accurate information. Handle customer service issues, including collections, exchanges, refunds, order queries and general matchday questions. Create and maintain standard responses for common supporter queries. Identify recurring supporter issues and feed these back to the relevant team. Retail & Club Shop Operations Manage the day-to-day operation of the club shop. Ensure the shop is open, staffed, clean, organised and ready for supporters. Support stockroom organisation, product replenishment and shop presentation. Oversee online order picking, packing and collections. Support product launches, kit releases and high-demand retail periods. Help maintain accurate stock processes across online and in-store sales. Ensure shop staff, casual staff and volunteers understand their tasks and responsibilities. Support improvements to retail systems, barcode scanning, POS and fulfilment processes. Matchday Operations Help plan and coordinate matchday supporter-facing operations. Support matchday shop activity, queues, collections and customer enquiries. Coordinate casual staff and volunteers on matchdays. Support the ticket kiosk and ticketing team where required. Ensure staff are briefed on key matchday information, including ticketing, collections, access and supporter FAQs. Help identify operational issues before, during and after matchdays. Escalate urgent issues appropriately. Ticketing Support The Supporter Services Manager will not be solely responsible for ticketing but will be trained to support key ticketing processes so the club has proper cover in place. This may include: Answering ticketing enquiries. Supporting ticket collections and matchday ticket queries. Assisting with season card FAQs. Helping with order checks and supporter information. Supporting turnstile testing and basic matchday ticketing preparation where required. Staff & Volunteers Coordinate shop staff and volunteers across retail and matchday operations. Help create clear rotas and matchday staffing plans. Ensure staff understand their responsibilities before each matchday or busy period. Train staff on basic shop, customer service and enquiry processes. Support a positive, organised and helpful working environment. Escalate staffing issues where required. Skills & Experience The ideal candidate will have experience in a customer-facing, customer service, retail, operations, hospitality, events or supporter services environment. They should be organised, calm under pressure and confident dealing with the public.

Essential Strong customer service skills. Experience managing or supporting day-to-day operations. Ability to stay calm during busy or high-pressure periods. Good communication skills, both written and verbal. Strong organisational skills. Confidence dealing with customer enquiries and resolving issues. Ability to manage multiple tasks at once. Comfortable using digital systems. Able to work as part of a team and support others. Willingness to work matchdays, including weekends/evenings where required. Practical, solution-focused approach. Desirable Experience in retail management. Experience in sport, events, hospitality or venue operations. Experience managing casual staff or volunteers. Experience using POS, e-commerce, ticketing or customer service systems. Understanding of football supporters and matchday environments. Experience improving processes or introducing better ways of working.