Wrexham AFC
Stōk Cae Ras | Stōk Racecourse, Wrexham, UK
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The Role
The Fan Services Manager is responsible for leading the Club’s centralised supporter contact function, ensuring an outstanding, consistent, and measurable service experience across all communication channels. This role ensures the team delivers timely, accurate, empathetic service, while using insight and reporting to continuously improve the supporter journey.
The postholder will manage the Fan Services Advisors/Specialists and act as the escalation point for complex queries and complaints, supporting the Club’s ambition to deliver a Premier-League-standard fan experience.
Main Responsibilities:
Team Leadership & Performance
Lead, develop, and mentor the Fan Services team to deliver exceptional service standards.
Set clear KPIs including response times, first-contact resolution, satisfaction and quality scores.
Build a positive, supporter-focused culture with strong ownership and...