The Head of Ticketing & Fan Services will drive the strategic development and operational delivery of the Clubticketing proposition, ensuring industry-leading fan experience, maximised ticketing revenues, building towards a Premier‑League‑standard systems, processes, and compliance.
This role will oversee both Ticketing Sales & Operations and Fan Services, and focus on supporter satisfaction, and operational excellence. The role will play a key part in preparing the Club for Premier League requirements, system standards, and governance protocols.
Job Responsibilities
1. Strategic Leadership and Department Ownership
* Deliver the Club’s ticketing strategy aligned to commercial and operation objectives.
* Establish Premier‑League‑ready standards across systems, reporting, compliance, and matchday operations.
* Provide clear departmental structure, workforce planning, training, and performance management.
2. Ticketing Sales and Operations
* Work closely with the commercial director to align on Pricing strategy, demand modelling, capacity utilisation.
Safeguarding
* We are committed to ensuring everyone who engages with the Club Academy has a positive, safe, and supportive experience.
* Staff are required to comply with all aspects of the Academy Safeguarding Policies and arrangements and to take personal responsibility and care to enable strong safeguarding practices to be embedded in the Academy and across the Club too.
* This post is subject to an Enhanced DBS Check with Children’s Barred List.
Health and Safety Responsibilities
* Take responsibility and care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
* To comply with all aspects of the Club’s Health & Safety Policy and arrangements, to enable the company to perform its civil and statutory obligations in relation to Health & Safety.
Equality, Diversity and Inclusion
* Hold a commitment to equality, diversity and inclusion in the workplace.
About The Candidate
Experience and Qualifications Required
* Proven leadership experience within professional football or stadium ticketing.
* Strong knowledge of football league ticketing regulations (EFL minimum, Premier League desirable).
* Track record of operational improvement, revenue growth and delivering high‑quality fan/customer service.
* Expert knowledge of ticketing systems, CRM platforms, allocations & pricing mechanisms.
* Experience leading teams through change, scaling operations or organisational development.
Person Specification - Skills and Abilities Required
* Premier League or major sports organisation experience.
* Knowledge of accessibility and inclusion standards related to ticketing.
* Experience delivering transformation projects or major system integrations.
* Strategic planning.
About The Club
Club Values
Code of Conduct: Wrexham Football Club expects the highest standards of integrity and conduct in all matters concerning the Club and its employees. The Code of Conduct makes clear the standards of conduct expected from its employees and explains the responsibilities of the Club, as the employer. All employees are expected to always act wholeheartedly in the interests of the Club. Any conduct detrimental to its interests or its relations with its customers, suppliers, the public or damaging to its public image shall be a breach of Club rules and policies. Discriminatory, offensive, and violent behaviour are unacceptable, and any complaints or concerns will be dealt with and acted upon.
Equality, Diversity & Inclusion
Wrexham Football Club are committed to ensuring that equality, diversity and inclusion of opportunity is at the very heart of everything we do to ensure we provide fair and non‑prejudicial access to the services across the Club. We uphold everyone’s freedom of rights and choice to be different and aim to provide opportunities for everyone to succeed. It is the policy of the Club that no person, whether player, job applicant, employee, volunteer, or customer, shall be discriminated against. The Club opposes all forms of unlawful and unfair discrimination, either direct or indirect, or harassment, on the grounds of the following ‘protected characteristics’: Age, Disability, Gender Reassignment, Marriage & Civil Partnership, Pregnancy & Maternity, Race, Religion or Belief, Sex and Sexual Orientation. Anyone who is found to be in breach of this could receive disciplinary action, which may well include suspension and dismissal. The Club is fully committed to the EFL Equality, Diversity & Inclusion Standards and as we are underrepresented in these areas; we particularly welcome ‘entry level’ applications from women, individuals from Black and Minority Ethnicities, the LGBT community and anyone with a disability.
Safeguarding and Safer Recruitment
Wrexham Football Club are committed to and has both a moral and legal obligation to ensure that all children and vulnerable adults are protected and kept safe from harm whilst engaged in services organised and provided by the club and believes that the general wellbeing, welfare and safety of all children and vulnerable adults engaged in club activities is of the utmost importance. The Club will fulfil its responsibilities by ensuring it displays best practice in safeguarding matters – including Safer Recruitment – carried out in a spirit of partnership and openness with the child or vulnerable adult, families, and the relevant local authority. Having a criminal record will not necessarily bar a potential candidate from working with the Club. This will depend on the nature of the position and the circumstances and background of the offence(s) committed. As an organisation using the Disclosure and Barring Service (DBS) to assess applicant’s suitability for positions of trust, the Club complies fully with the DBS Code of Practice and undertakes to treat all applicants for positions fairly. Potential applicants need to check on the government website (https://www.gov.uk/tell-employer-or-college-about-criminal-record/what-information-you-need-to-give) whether cautions / convictions should be disclosed as part of their application.
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