Fan Engagement and Supporter Manager

Overview

Join Wrexham AFC - because history doesn’t write itself.

The Role

To deliver a world-class supporter experience at STōK Cae Ras by acting as a visible, proactive and knowledgeable point of contact for fans, visitors and guests. The role focuses on fan engagement, supporter care and issue resolution, ensuring every supporter’s visit is welcoming, safe, informed and enjoyable. The post holder will lead fan engagement activity, oversee matchday supporter support delivery, and act as the voice of the fan within the Club, in line with Premier League standards of service, professionalism and Family Excellence criteria.

The role plays a central part in improving communication, responding to supporter feedback, supporting the Fan Advisory Board, and working collaboratively with internal teams, volunteers and supporter groups to drive continuous improvement in the supporter experience.

Main Responsibilities:

Matchday Fan Engagement & Support Delivery

• Take operational responsibility for the matchday Fan Support / “Here to Help” Team, ensuring it is visible, proactive and consistently delivered.
• Work alongside Safety and Operations teams to shape the Fan Support Team’s:
• Role purpose and expectations
• Recruitment and selection approach
• Uniforms, visibility and positioning
• Lead pre-match briefings for the Fan Support Team and ensure all staff and volunteers are clear on responsibilities and escalation routes.
• Develop and maintain a Fan Support Team Standard Operating Procedure (SOP) covering matchday routines, supporter interaction standards and reporting.
• Attend home fixtures to oversee delivery, observe supporter journeys, and identify improvements to signage, way finding and engagement.
• Act as a senior point of contact for supporter issues on matchdays, resolving concerns calmly and efficiently.
• Work closely with stewards and operational teams to ensure a coordinated, fan-focused approach to matchday delivery.

Supporter Communication, Enquiries & Information

• Build a clear understanding of why supporters contact the Club, working closely with the Ticket Office and other departments.
• Track and analyse supporter enquiries, matchday questions and recurring themes.
• Review supporter survey results, mystery shopping, Family Excellence feedback and matchday observations to identify information gaps.
• Support the creation, review and maintenance of supporter-facing resources, including:
• FAQs
• Stadium and matchday guides
• Accessibility information
• “Visiting the Racecourse” supporter webpages
• Ensure all supporter-facing information is accurate, accessible, easy to find and regularly refreshed.
• Work closely with Media & Communications teams to ensure key supporter information is clearly communicated across digital platforms, including social media channels.
• Support timely matchday updates and fan-facing communications to keep supporters informed before and during fixtures.

Fan Insight, Feedback & Continuous Improvement

• Act as the Club’s “fan in the room”, ensuring supporter insight informs decisions and operational delivery.
• Maintain and update the Fan Experience Action Plan, tracking issues, agreed actions and completion.
• Prepare regular reports highlighting key themes, quick wins, risks and longer-term improvement opportunities.
• Lead the delivery of “You Said, We Did” updates, demonstrating transparency, accountability and responsiveness to supporters.
• Share insight with Operations, Safety, Communications, Retail and Hospitality teams to help implement practical improvements.
• Champion a culture of continuous improvement, using supporter insight to raise standards in line with Premier League and Family Excellence expectations.

Fan Advisory Board & Supporter Group Engagement

• Support the effective running of the Fan Advisory Board, including:
• Preparing insight and updates
• Following up on actions and agreed outcomes
• Ensuring feedback loops are closed
• Build strong working relationships with supporter groups, trusts and fan representatives.
• Act as a consistent and trusted point of contact between supporters and the Club.
• Ensure supporter feedback is acknowledged, responded to and actioned where appropriate.

General Responsibilities

• Maintain high…