Job Description
Position: Club Shop, Ticket Office & Supporter Liaison Officer
Location: Roots Hall Stadium, Southend-on-Sea
Reports to: Commercial Manager
Contract Type: Full-time
Salary: Competitive
Working Pattern: Monday-Friday + Home Matchdays (Wednesday o2 in weeks with a
Weekend Matchday)
About Southend United
Southend United Football Club is a historic club with a strong community identity and
an ambitious long-term vision. As the Club continues its stabilisation and rebuild,
delivering a professional, welcoming and well-run supporter experience is a core
priority.
The Club Shop, Ticket Office and Supporter Liaison function sit at the heart of that
experience. This role plays a key part in ensuring supporters are well served, well
informed and listened to, while ensuring retail and ticketing operations are delivered to
a high standard on both matchdays and non-matchdays.
Role Overview
This role combines responsibility for the day-to-day operation of the Club Shop,
management of the Ticket Office, and delivery of the Club’s Supporter Liaison Officer
(SLO) duties.
It is a hands-on operational role, with the post-holder expected to work directly on tills,
ticketing systems and supporter-facing duties, often operating solo or within a small
team, while also managing the processes, controls and coordination required to run
these functions effectively.
The role works closely with the Commercial Manager, Matchday Operations, Safety
Officer, Community and Media teams, and acts as a visible and trusted point of contact
for supporters.
Key Responsibilities
Club Shop Management (Primary)
• Oversee the day-to-day operation of the Club Shop, ensuring it is opened, staffed, secured and operated to Club standards.
• Act as a hands-on operator, working on tills and supporting day-to-day retail activity as required.
• Ensure the Club Shop is clean, welcoming, well-presented and supporter friendly at all times.
• Manage cash handling, reconciliation and basic retail reporting.
• Coordinate shop staffing, including matchday cover, recognising that the role may at times operate solo or with minimal support.
• Work collaboratively with the Commercial Manager and external retail partners and advisors (e.g. strategic retail consultants) to help implement the agreed Club Shop strategy.
• Support merchandise promotions, matchday offers and special events aligned to the Club’s commercial objectives.
Ticket Office Management
• Open, operate and securely close the Ticket Office on designated working days and matchdays.
• Act as a hands-on ticket office operator, dealing directly with supporters in person, by phone and via email.
• Manage ticketing and season card sales, enquiries and complaints.
• Oversee ordering, distribution and issue resolution relating to season cards.
• Manage ticketing systems (including Kaizen), including:
o Fixture set-up and amendments
o Venue map updates (e.g. broken or restricted seats)
o Discount code creation and administration
• Print and distribute hospitality tickets as required.
• Resolve ticketing issues escalated from turnstile operators on matchdays.
• Ensure scanning systems and matchday ticket checks operate correctly and smoothly.
• Produce matchday income and ticket sales reports.
• Reconcile matchday income and provide accurate reporting to Finance and Payroll.
Matchday Staffing & Delivery
• Organise rotas for Ticket Office casual staff.
• Support, brief and train matchday Ticket Office staff.
• Liaise with the Safety Officer and Essex Police on attendance, ticketing arrangements and supporter-related matters.
Supporter Liaison Officer (SLO)
• Act as the Club’s primary point of contact for supporter feedback, concerns and enquiries.
• Monitor and manage key supporter communication channels, including:
o Fan-facing email addresses
o QR-code driven feedback systems
o Surveys and supporter insight tools
o Supporter liaison groups and forums
• Ensure supporter feedback is captured, logged, responded to appropriately and escalated where required.
• Use social media (where appropriate) to support supporter communications and engagement.
• Build constructive working relationships with supporter groups, trusts and fan representatives.
• Identify recurring themes or risks and provide insight to the Commercial Manager and senior management.
• Support initiatives aimed at improving supporter experience, communication and trust.
Stakeholder Liaison & Internal Coordination
• Liaise closely with:
o Commercial Manager
o Operations Manager
o Community and Media teams
• Work with the Community department on discount schemes, school initiatives and supporter engagement programmes.
• Keep senior management informed of emerging issues, risks or supporter concerns.
• Assist with additional tasks as required to support the smooth running of the Club.
Safeguarding
Southend United Football Club is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
Person Specification
Essential
• Experience in a supporter-facing operational role (retail, ticketing, events, hospitality or similar).
• Comfortable working in a hands-on role, including tills, systems and direct supporter interaction.
• Strong organisational skills with excellent attention to detail.
• Confident handling cash, reconciliation and basic financial reporting.
• Calm, professional and approachable manner when dealing with supporters.
• Strong communication skills and the ability to manage complaints constructively.
• Ability to work independently and manage multiple responsibilities.
• A commercial mindset, with an understanding of how retail and ticketing contribute to the Club’s sustainability and supporter experience.
• Willingness and ability to work weekends, evenings and matchdays.
Desirable
• Previous retail experience, ideally in a customer-facing or small-team environment.
• Experience working within a football club or live event environment.
• Familiarity with ticketing systems and access control/scanning technology.
• Understanding of supporter engagement and the Supporter Liaison Officer function.
• Passion for football and supporter experience.
Equality & Diversity
Southend United FC is committed to the principle of equal opportunity in employment and its employment policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Eligibility for Employment in the UK
In accordance with current legislative requirements the successful applicant must produce documentary verification of their eligibility to work in the UK and will not be allowed to start work until this has been received.