Lincoln City Football Club are seeking a Head of Fan Experience to lead the strategic direction, commercial performance and long-term growth of fan experience, ticketing, membership and retail across Lincoln City Football Club.

Reporting to the Chief Commercial Officer (CCO), the role translates the Club’s commercial strategy into pricing, product, platform and channel decisions that maximise revenue, yield, customer lifetime value, attendance and fan experience.

You will own the Club’s Fan Engagement Plan, budget/P&L accountability for ticketing, membership and retail revenue lines, and work alongside the Head of Retail & Ticketing Operations and wider team.

·         Lead the Club’s fan experience strategy and drive strong Fan Engagement Index and EFL Family Excellence performance.

·         Own and develop ticketing, membership and retail strategies within the Club’s wider B2C commercial framework.

·         Set multi-year pricing, yield and membership strategies and annual growth targets.

·         Own relevant budgets, forecasts and commercial performance.

·         Use customer and commercial data to identify opportunities for growth, retention and increased lifetime value.

Own the strategic direction and standards of fan experience across three connected pillars:

·         Set standards for a consistent, high-quality supporter experience.

·         Use insight and data to identify initiatives that improve experience, retention and commercial value.

·         Set and monitor Fan Engagement Index and EFL Family Excellence targets.

·         Own delivery, tracking and reporting of the Club’s Fan Engagement Plan.

·         Manage key external fan-experience stakeholders, including the Fan Advisory Board.

·         Develop relationships with supporter groups, community stakeholders and internal departments.

·         Align fan experience opportunities with partnership and sponsorship activity.

·         Ensure fan engagement requirements under IFR are delivered.

·         Own fan surveys, feedback and supporter sentiment tracking.

·         Ensure insight informs ticketing, membership and retail decisions.

·         Oversee the effective resolution of fan queries and complaints.

Ticketing & Membership Strategy

·         Own the ticketing platform strategy and key vendor relationships alongside the Head of Retail & Ticketing Operations

·         Use segmentation, targeting and propensity modelling to improve renewals, upselling and buy-back.

·         Develop the Club’s CRM and single-customer-view strategy across ticketing and retail.

·         Define membership structures and growth targets across junior, general and premium products.

·         Monitor yield, conversion, attendance and customer lifetime value, turning performance data into actionable recommendations.

Retail Strategy

·         Develop the commercial strategy across stadium, online and matchday retail.

·         Manage supplier, licensing and merchandising relationships alongside the Head of Retail & Ticketing Operations.

·         Identify new revenue streams, product categories and licensing opportunities.

·         Set and monitor retail growth, margin and budget targets.

·         Ensure merchandise ranges reflect the Club brand and fan demand.

Leadership & Cross-Functional Working

·         Work closely with the Head of Retail & Ticketing Operations to lead the retail and ticketing team.

·         Build capability in data-driven decision-making, pricing and commercial reporting.

·         Act as the escalation point for strategic ticketing, membership and retail decisions.

·         Collaborate with Marketing & Communications, Football Operations, Partnerships, Finance and senior leadership.

·         Represent the Club in relevant EFL commercial forums and benchmarking groups.

·         Report regularly to the CCO on performance, risks and opportunities.

Governance, Compliance & Safeguarding

·         Maintain strategic oversight of EFL Family Excellence compliance.

·         Ensure ticketing, membership and retail activities comply with Club financial, equality, diversity and safeguarding policies.

·         Maintain appropriate safeguarding oversight for children, young people and adults at risk.

·         Support the Club’s wider sustainability and green-energy objectives.

General Expectations

·         Act in the best interests of Lincoln City Football Club, Foundation and Company.

·         Promote the Club’s brand, fanbase growth and commercial opportunities.

·         Build strong relationships across the Club, Foundation and external partners.

·         Maintain a professional approach and contribute to continuous improvement and best practice.

·         Participate in professional development and performance appraisal.

·         Undertake other reasonable duties consistent with the role.

 

 

Safeguarding: Lincoln City Football Club & Foundation is committed to safeguarding and promoting the welfare of children and young people and expects all staff and employees to share this commitment.

To apply for this vacancy, please submit your CV, current salary and salary expectation to recruitment@theredimps.com