Fan Engagement Officer

Full job description

Job Title: Fan Engagement Officer

Reports to: Head of Media and Marketing

Department: Marketing & Media

Location: Bloomfield Road, Blackpool (with travel to the training venue)

Hours: No less than 40 per week – to include evenings & weekends

Salary: Dependent on experience

Job Purpose:

Reporting to the Head of Media and Marketing, the Fan Engagement Officer will play a key role in developing and delivering the Club’s fan engagement strategy, with responsibility for strengthening relationships with supporters, increasing attendance, improving the matchday experience and creating meaningful connections with schools, grassroots clubs, community groups and junior supporters.

The postholder will work collaboratively across departments to deliver engaging initiatives that place the Club at the heart of the local community, inspire the next generation of Seasiders and support the Club’s wider commercial, marketing and EFL fan engagement objectives.

The role will also support structured supporter consultation, feedback processes and reporting, helping the Club to understand supporter needs, identify opportunities for improvement and deliver a welcoming, inclusive and enjoyable experience for all supporters.

Key Responsibilities and Duties:

• Working with the Head of Marketing & Media and Community Trust to develop and deliver a strategic school experience programme with local schools and education providers.
• Assist in the delivery of fun and engaging promotional activities in schools.
• To lead on Tangerine Teammates programme with local junior sports clubs to provide unique opportunities for their players.

· To oversee the Club’s free ticketing initiatives to populate home matchdays with primary school children, secondary school and college students, grassroots teams and community groups, supporting with any themed matchdays.

• Working with the Head of Marketing & Media to deliver a pathway from initial engagement to ticket sales for junior supporters and their families, using data as a driver to sales.
• To develop and deliver a junior supporter membership scheme to continually engage young supporters.
• Oversee the operation of the Club’s matchday and non-matchday activities for supporters such as Stadium Tours, Family Stand Events, etc.

· Plan and deliver regular junior supporter engagement events such as Junior Supporter Christmas parties and seasonal events such as Easter and Halloween.

• Manage and coordinate all first team player and staff appearances, working with other internal departments.
• Utilisation of the Club mascot, Bloomfield Bear, at internal and external events to raise awareness of the Club.
• In line with EFL regulations, lead and coordinate the Club’s Code of Practice, Family Excellence Scheme and Equality & Diversity Action Plan and be the designated Lead for Equality, Diversity & Inclusion.

· To support the Club in the delivery of all fan engagement requirements in accordance with EFL, IFR and any other relevant football authority regulations.

• To support the Club’s Supporter Liaison Officers, and work to maintain and build the Club’s volunteer workforce.

· Maintain information and web pages for first time visitors to Bloomfield Road, including accessibility, travel and matchday guidance.

• Create a process to efficiently manage supporter feedback both on matchday and non-matchday.

· Support structured supporter consultation, including fan forums, surveys, supporter groups and feedback sessions, ensuring actions and themes are recorded and reported internally.

· Work with ticketing, ground safety, stewarding, retail, catering, media, commercial and stadium operations teams to improve the overall home and away supporter experience.

· Monitor, evaluate and report on engagement activity, including participation levels, supporter feedback, ticketing impact, membership growth and matchday experience trends.

• Achieve agreed KPIs and objectives relating to junior supporter engagement and matchday experience.
• Attend all the Club’s first team home fixtures.

· Work closely with the Head of Marketing & Media to deliver CRM communications and support wider marketing objectives when required.

General

• To represent the Club at relevant EFL Meetings, as well as any relevant meetings held by other key stakeholders, including but not limited to EFL, FA etc.
• Cooperate fully with colleagues and be flexible when assisting them in response to business needs of the Club.
• Ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, bullying, victimisation or harassment of any description and to promote positive working relations amongst employees and customers.

· Ensure working practices are compliant with relevant policies and legislation, specifically UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• Build and maintain relationships with Supporter Engagement Leads from other Clubs.

· To promote a professional image of themselves and the Club, at all times.

• To contribute to identifying and undertaking initiatives aimed at improving the efficiency and effectiveness of service delivery.
• To work with and support other team members as required ensuring effective and efficient service is developed and delivered.
• You will be expected to seek ways of updating and improving personal skills, knowledge and understanding relevant to your own job role.

Health and Safety

• Fully endorse and comply with all aspects of the Club’s health and safety policy.

· Comply with all Club policies and statutory regulations relating to health and safety, safe working practices, hygiene, cleanliness, fire and COSHH.

· Be familiar with all aspects of fire evacuation and procedures, working with the Stadium Operations Manager to help ensure the safety of the premises and occupants at all times.

· Identify and report maintenance requirements or hazards within the workplace and encourage any workforce to do the same to avoid near-miss incidents and/or injury.

Safeguarding

· The role is subject to safer recruitment checks and may require an enhanced DBS check, in line with the duties undertaken and applicable legislation.

· The postholder will be required to complete and maintain all mandatory safeguarding training relevant to the role.

· The Club is committed to safeguarding the welfare of children and young people and expects all staff and volunteers to endorse this commitment.

· The employee must act to protect all young people and vulnerable adults that are in their care or attending the Club’s premises. The employee must report any misconduct or suspected misconduct to the Club’s Designated Safeguarding Lead.

The above job description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.

To apply please complete the application form and send to hr@blackpoolfc.co.uk

Person Specification

Essential Requirements

Desirable Requirements

Qualifications

· A good standard of education, with the ability to communicate clearly and effectively in writing and verbally

· Willingness to complete any role-specific EFL, safeguarding, equality, diversity and inclusion, or supporter engagement training required by the Club

· Relevant qualification in marketing, sports development, events, community engagement, customer service or a related subject

· FA Safeguarding children qualification or training completed within the last three years

· First aid qualification or willingness to obtain one

Experience

• Proven track record of working in a marketing, community engagement or commercial setting
• Evidence of managing and delivering promotional activities to a wide audience

· Experience of using IT and a range of software, including Microsoft Office programmes and email

• Previous experience within a professional sports organisation

· Experience of supporting structured supporter consultation, fan forums or supporter feedback processes.

• Experience of managing a team of volunteers

Knowledge & Skills

• Understanding of safeguarding and issues relating to working with children and young people
• Ability to deliver engaging and fun presentations to junior audiences
• Strong communication skills
• Ability to work with different departments and/or partners to achieve a set outcome
• Full clean driving licence and access to a car or the ability to travel around the region
• Ability to perform under pressure and respond calmly to competing demands
• Passion for leading on projects and exceeding targets
• Confident and articulate
• Proactive approach to relationship building
• Creative thinker with the ability to see new opportunities
• Exceptional organisation and planning skills and the ability to build effective working relationships.
• Knowledge of Blackpool and the local area
• Understanding of data regulations and how to use data as part of a marketing campaign

· Knowledge of EFL supporter engagement requirements, fan engagement plans or family excellence standards

· Understanding of equality, diversity and inclusion principles, accessibility and inclusive supporter engagement

Personal Qualities

· Engaging, approachable and confident when communicating with supporters, colleagues and external stakeholders

· Positive, enthusiastic and able to build rapport with people of all ages and backgrounds

· Continually seeks to improve own knowledge and performance

· Conscientious, organised and able to deliver work accurately and on time

· Able to work effectively in a fast-paced environment and respond to changing priorities

· Self-motivated with the ability to work independently and as part of a team

· Open to new ideas and committed to continuous improvement

· Calm, resilient and able to respond professionally under pressure

· Collaborative, receptive to feedback and passionate about maintaining high standards

· Flexible to meet the needs of the business, including evenings and weekends in line with the football calendar