Fan Support Communications Executive

Organisation: Manchester City
Salary: Competitive + Benefits
Location: Manchester
Contract type: Permanent (Full time)
Closing date: 27 July 2025
Interview date: 1 August 2025
Job Description: Closing Date of Applications - 27/07/2025

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 Communications Executive is responsible for planning, crafting, and delivering clear, engaging service and operational communications across multiple public and direct channels. The role supports fan experience from pre-event preparation to post-event engagement through timely and creative messaging. This role plays a key part in reducing support demand, enhancing self-service, and ensuring fans are informed and confident at every stage of their journey. In addition to executing day-to-day communications, the Executive also contributes to communication strategy, data analysis, and disaster response. You’ll work cross-functionally with Corporate Communications, Marketing, Fan Support, Product, and Sales teams to ensure consistency, timeliness, and quality in all communications.

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. Support the delivery and execution of communications across email, SMS, in-app messaging, website updates, Help Centre content, and support documentation for fans and visitors.

2. Draft, edit, and publish proactive messaging for fans and visitors, including service information, matchday information, product announcements, and service alerts.

3. Work closely with Fan Support (service), Operations, Product, Personalised Marketing, Technology teams to align messaging and ensure accurate, timely delivery.

4. Maintain and update the communications calendar, ensuring coordination with key matchdays, events, and campaigns.

5. Respond to evolving fan and visitor service needs with clear, empathetic messaging that supports a positive experience.

6. Maintain and improve Help Centre content, FAQs and response templates (macros), and visual guides to enable self-service and reduce repetitive queries.

7. Monitor and report on engagement metrics (e.g., open rates, click-throughs, page visits) to identify trends and suggest improvements to fan and visitor communications.

8. Contribute to live communications during matchdays or incidents, updating fans and visitors in real time as part of the stadium operations response team.

9. Support the creation of post-event summaries and reports, incorporating communication performance insights

What we are looking for

Essential

Strong written communication and copywriting skills.
Excellent planning and organisational abilities.
Ability to analyse campaign performance data and apply insights to improve messaging.
Working knowledge of digital comms tools (e.g., Tweetdeck, email campaign platforms).
Creative and proactive in messaging approach.
Comfortable working in live or high-pressure environments (e.g., matchday or real-time situation).
Degree in Communications, English, Marketing, or related field preferred.

Desirable

Experience working with content management tools (e.g., Zendesk Guide).
Experience working in live event, sport, or entertainment environments.
Understanding of GDPR principles for service vs. marketing communications.
Familiarity with customer service platforms like Zendesk and CRM tools.
Knowledge of HTML/CSS basics for formatting and template editing.
How to apply: https://careers.cityfootballgroup.com/job-invite/2374/