Fan Success Executive

Based in Manchester, this fixed term role plays an important part in enhancing supporter service, operational efficiency and fan experience across Manchester City. You will support the delivery of service and ticketing projects, helping to improve processes, systems and communication channels while ensuring supporters, fans and visitors continue to receive a high-quality experience across every interaction with the Club.

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.

You will support the planning, coordination and delivery of supporter service and ticketing projects, helping to ensure initiatives are delivered effectively and aligned to operational objectives. Working closely with the Fan Operations and Success Manager, you will contribute to project planning, documentation, stakeholder communication and implementation activity across a range of service improvement initiatives.

Alongside project delivery, you will help identify opportunities to improve service standards, operational efficiency and supporter experience. You will support the creation of project plans, trackers and documentation, while monitoring progress, managing updates and ensuring key stakeholders remain informed throughout the project lifecycle.

You will also contribute to project reviews and continuous improvement activity, helping to assess outcomes, identify learnings and support future developments across supporter service operations. Through your organisation, analytical thinking and collaborative approach, you will help drive improvements that positively impact supporters, colleagues and the wider Club.

• Experience coordinating projects and supporting successful project delivery
• Experience of working with AI in service
• Strong problem‑solving skills with a collaborative approach to identifying solutions
• Experience with Zendesk or equivalent case management systems
• High customer service focus with the ability to support positive supporter outcomes
• Strong documentation, organisation and stakeholder coordination skills

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.

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.