Fan Relations Executive

Job Title:

Fan Relations Executive

Reports to:

Fan Engagement Lead

Location:

Vantage, London Department:
Fan and Community Relations Salary: £30,000 per annum The Club

Brentford FC is a bit different from other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play in a new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

The Fan Relations Executive will help deliver an excellent, inclusive and welcoming experience for supporters and community stakeholders on matchdays and throughout the week. Working collaboratively across the club, the successful candidate will provide high-quality day-to-day support, respond to enquiries and help deliver fan engagement, supporter experience and community initiatives.

The role will support the management of supporter communications and information, community ticketing, fan and community events, matchday activities and the collection of supporter feedback and insight. This role will build positive relationships with supporters, supporter groups and colleagues, using feedback to identify practical improvements to the fan experience.

The successful candidate will also support the team at selected home and away fixtures and other club sites or events, acting as a visible and approachable representative of the Fan & Community Relations team and escalating concerns appropriately.

• Manage the supporter services inbox and other fan-related enquiries, working with colleagues across the club to provide accurate, clear, empathetic and timely responses and provide reporting information as required.
• Act as a helpful point of contact for supporters, providing information, guidance and practical support and escalating complex or sensitive matters appropriately to seek resolution.
• Support the preparation, review and publication of supporter information, including home and away match guides and fan-related website content.
• Support the delivery of a welcoming and inclusive matchday experience for home and away supporters, including first-time and potential new fans.
• Engage with supporters to gather feedback, identify emerging issues and recommend improvements to the fan experience.
• Support the planning and delivery of fan and community events, stadium tours, supporter activities, matchday entertainment, magic moments for fans and other engagement initiatives.
• Deal with charity, community, ticketing and other supporter requests consistently and professionally, in line with agreed processes and service standards.
• Build and maintain positive relationships with supporter groups, including international fan groups, and keep relevant contact and engagement records up to date.
• Support the collection, recording and reporting of supporter feedback, enquiries, engagement activity and other relevant data to help identify trends and opportunities for improvement.
• Support the accurate documentation and preparation of minutes from fan working group meetings as required.
• Support the processing of invoices and documentation of financial records across the team, ensuring timely and accurate records and payment.
• Work collaboratively with teams including ticketing, communications, marketing, commercial, operations, safeguarding, accessibility and Brentford FC Community Sports Trust to deliver joined-up supporter experiences.
• Support wider Fan & Community Relations priorities, projects and events as required throughout the season.
• Ensure that any safeguarding concerns observed, or raised in the course of the role, are shared promptly with the Safeguarding team through the appropriate channels.

• Experience of delivering high-quality customer or supporter service, ideally within professional football, sport, entertainment, events or a community-facing environment.
• Good understanding of football supporter culture, matchday…