Our client is a world famous sports club based in North London. They have a strong and successful business model centered around building a platform for long-term success. They are looking for a Supporter Liaison Officer. The role will involve interacting across the full spectrum of our supporter base whilst managing a wide range of issues affecting fans.
The role will report into the Executive Director but will work closely with the Customer Service Manager, Ticketing, Facilities and Stadium Planning teams to ensure that effective relationships are managed with all key stakeholders including fans, police, local authorities and national associations.
The Club’s Access Officer will report in to this role, and therefore some knowledge on relevant legislation and good practice to implement and facilitate accessibility across all Club sites is required.
The position will involve match-day work so candidates should be willing and able to work over weekends and/or Bank Holidays.
Our client welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation. The successful candidate will be required to complete and pass a DBS check.
Engage and build relationships with all fans, including participating in various working groups, supporter clubs and managing all inbound correspondents
Manage various Supporter Club CRM databases (including data gathering), ensuring compliance with GDPR at all times
Attend security and/or pre-match planning meetings
Support the Club’s away travel operation for supporters in conjunction with the Club’s chosen official travel partner and the Customer Service Manager ensuring a seamless process.Manage and execute match-day requirements, engaging with fans to ensure a world-class experience
Act as point of contact for independent supporters’ groups and organisations, being point of liaison for supporters at all home matches and a number of away matches (domestic and European)
Liaise with the Safety and Stadium Operations team on match days to ensure a smooth match day experience for all supporters attending our stadium
Highly organised, proactive and self-sufficient
Strong communication (written and verbal) and relationship-building skills
Experience handling difficult customer-facing situations with sensitivity and professionalism
Supportive of colleagues and willing to ‘muck in’
Generates ideas and thinks of creative solutions to problemsValues and respects others, and is committed to equal opportunities
Gets things done, delivers to high standards, takes responsibility
Skills & Experience
Attention to detail and a methodical approach to record keeping and administration
Strong problem-solving skills
Excellent telephone manner
Clear, engaging and responsive communication skillsAbility to project a professional image and build rapport with external customers as well as with internal stakeholders of all seniority levels
IT literate, with excellent knowledge of Microsoft office suite