Join Wrexham AFC - because history doesn’t write itself 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 accountability. Manage workforce planning, matchday cover, and rota scheduling. Operational Management Oversee day-to-day supporter contact across email, phone, live chat, social media, and in-person. Ensure consistent tone of voice and high-quality responses across all channels. Act as senior escalation point for complex issues, complaints, safeguarding or accessibility needs. Oversee the enquiry management system including categorisation, case routing, workflow design and reporting. Ensure accurate knowledge base and FAQs are maintained. Supporter Experience & Continuous Improvement Monitor service performance and implement improvements to processes, communications, and supporter journeys. Work with Ticketing Operations, Marketing, Digital, and Communications to ensure proactive messaging and clear guidance for supporters. Champion accessibility and inclusivity, ensuring services meet best-practice standards. Lead service readiness planning ahead of key on-sales and fixture milestones. Compliance & Governance Ensure all supporter data handling complies with GDPR and club policy. Support safeguarding awareness, escalation and reporting processes. Maintain accurate records and case logs to support quality assurance. Matchday Delivery Lead Fan Services matchday operations including ticket enquiries, issue resolution and supporter assistance. Manage pre-match briefings and post-match debriefs including insight reports. Line Management Fan Services Advisors / Specialists About you You'll have: Supporter-focused mindset Leadership skills Service excellence Emotional intelligence Process improvement Ability to be calm under pressure Collaboration skills Data-driven thinking Experience and Qualifications required: Essential Experience managing a customer service or contact centre team. Strong people-leadership skills with ability to coach and develop staff. Excellent written and verbal communication. Experience working in a KPI-driven environment. Ability to manage complaints, conflict and sensitive issues. Desirable Experience in professional sport, events, venue or hospitality environments. Knowledge of digital ticketing or CRM systems. Experience with accessibility, safeguarding or supporter wellbeing considerations. Why Work for Us If you are looking for an organisation committed to building a strong, inclusive, high performing workplace where every individual is valued, supported and empowered to grow with fantastic benefits which include: Health Cash Plan EAP Enhanced holidays and long service days Enhanced pension Death in service Enhanced sick leave Health and wellbeing time off Volunteering day Salary sacrifice benefits and retail discounts