FAN EXPERIENCE LEAD: MANCHESTER UNITED
About the job
Job Title: Fan Experience Lead
Organisation: Manchester United Football Club
Location: Manchester
Contract: Full-time
Salary: Competitive + Annual Incentive Scheme
Deadline to Apply: Wednesday 20 August 2025
Role Overview:
Reporting into the wider commercial and fan engagement leadership, this role will collaborate across departments to design and implement seamless fan journeys and new engagement opportunities. With a fan-first mindset, you will transform moments that matter into long-term value, loyalty, and innovation.
Key Responsibilities:
Experience Strategy: Lead the development of a unified fan experience strategy across all touchpoints
Revenue Innovation: Identify untapped moments and fan pain points to drive new products, services, and monetisation ideas
Journey Mapping: Optimise fan journeys across stadium, app, web, retail, ticketing, and membership channels
Live Collaboration: Embed CX thinking into live matchdays, events, and venue design through partnership with in-house producers and creatives
Cross-functional Alignment: Work with teams in Digital Product, CRM, Creative, Live Events, Commercial, and Fan Engagement
Measurement & Insight: Define KPIs (e.g. NPS, satisfaction, dwell time), analyse data, and deliver actionable insights
Trend Monitoring: Scan global fan experience trends in sport, tech, and entertainment, proposing forward-thinking initiatives
Candidate Profile:
Skills & Experience Required
7+ years in customer or fan experience strategy, ideally in sports, entertainment, retail, or travel
Proven ability to deliver both emotionally resonant and commercially impactful experiences
Strong cross-functional collaboration, especially with product, CRM, design, and live events
Skilled in journey mapping, blueprinting, stakeholder engagement, and innovation frameworks
Commercially astute, with ability to identify and pitch new revenue opportunities
Deep understanding of fan culture, loyalty, and behaviour
What You’ll Bring
Fan-obsessed mindset rooted in empathy and insight
Strategic and creative thinking applied to experience design
Excellent communication and influence across diverse teams
Curiosity, drive, and a passion for elevating every fan touchpoint
Benefits
Annual incentive scheme
Wellness support (mental health, nutritionists, digital health checks via Aviva Digicare+ Workplace)
Access to United Rewards Platform for exclusive club and partner deals
Gym access at onsite locations
Regular social events and team-building activities
Enhanced family leave and purchase of additional holiday days
Career development via internal training and LinkedIn Learning
Supportive, inclusive work environment
How to Apply:
Please follow the link below to apply.
