Fan Journey Manager

Closing Date of Applications – 09/10/2024

Our Story

Manchester City is an English Premier League club whose roots began in East Manchester. From its first incarnation as St Mark’s West Gorton in 1880, the club became Manchester City FC in 1894. Behind each title lies emotion, moments and memories that resonate with millions of supporters around the world. Manchester City fans are known for their commitment and togetherness, as a Club that fights to the end.

Our Winning Team

MCFC is built on a vision for sustainability, with an academy structure designed to support long-term first team success, to engagement with the communities in which we reside. Together with our passionate fans and valued network of partners, we are developing Manchester City’s future history.

The Fan Journey Manager is essential to the Integrated Fan Experience Team, focusing on elevating the end-to-end matchday experience at the Etihad Campus for both men’s and women’s games ensuring it is relevant, effortless and fun. This role involves utilising a deep understanding of customer journeys to design, lead, and continuously refine fan interactions, ensuring a world-class experience for all fans and visitors.

This role presents a unique opportunity to significantly impact the fan experience at the Etihad Campus, driving forward initiatives that ensure all fans enjoy exceptional interactions with the Club and its facilities.

This is Your City

As part of our team, you will be entitled to 26 days annual leave plus an additional day off for your birthday, private healthcare and a simply health cash plan, an annual discretionary bonus, plus a range of partnership and lifestyle discounts. 

Your Impact

1. Enhanced Fan Experience: By developing and implementing a comprehensive journey mapping framework alongside the Head of Fan Journey, you will ensure that every fan interaction on a matchday is seamless and engaging, leading to a best-in-class fan experience from end to end.

2. Continuous Improvement: Your role in collaborating with various teams will result in consistent and impactful journey-based enhancements, ensuring that the fan experience for both men’s and women’s games is cohesive and relevant.

3. Innovative Fan Solutions: Leveraging your expertise in journey mapping and design thinking, you will lead the creation and refinement of fan experiences, driving innovation and continuous improvement.

4. Data-Driven Decisions: By analysing fan feedback and behavioural data, you will provide actionable insights and recommendations that align with the club’s strategic objectives, directly influencing the enhancement of fan experiences.

5. Effective Stakeholder Engagement: Through leading workshops and engaging stakeholders, you will communicate insights and updates effectively, ensuring alignment with strategic goals and driving improvements across the fan experience.

What we are looking for

Essential

• Analytical Skills: Strong ability to analyse fan data, interpret insights, and convert them into actionable strategies.
• Leadership Abilities: Demonstrated experience in leading and motivating teams, and effectively communicating complex insights.
• Passion for Excellent Customer Service: A passion for understanding fan needs and creatively addressing challenges.
• Organisational Skills: Highly organised and committed to delivering exceptional fan experiences.
• Proactive Approach: Ability to work independently with initiative, delivering results with minimal supervision.
• Commitment to Inclusivity: Dedication to creating barrier-free and inclusive fan experiences.
• Strong Communication Skills: Effective in storytelling and fostering cross-functional teamwork and stakeholder engagement.

Desirable

• Advanced Journey Mapping Knowledge: Expertise in mapping customer journeys and business processes.
• Experience in Coaching: Previous experience in guiding and supporting team members, with a focus on professional growth.
• Customer Experience Expertise: Proven experience in customer journey mapping, design thinking, and co-creation methodologies.
• Technical Proficiency: Skilled in project management tools, analytics platforms and Microsoft Office, especially Excel and PowerPoint.
• Experience of Agile working:  Previous experience of Agile working emphasising teamwork and collaboration as the norm.

City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. 

Employment is subject to the provision of proof of eligibility to work in the UK.

Due to our safeguarding promise, all UK based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.