The Fan Engagement Manager is responsible for building deep, long‑term relationships with Gloucester Rugby’s and Gloucester Hartpury’s Club Members (Season Ticket holders) and owning the end‑to‑end fan experience on matchdays at Kingsholm.
This role sits at the heart of the supporter journey - ensuring our most loyal fans feel valued, recognised and connected to the Club, while continually improving retention, advocacy and matchday enjoyment.
The post holder will take an account‑management approach to membership, combined with hands‑on delivery of high‑quality matchday experiences that reflect the pride, passion and standards of Gloucester Rugby and Gloucester Hartpury.
Key responsibilities
1. Club Membership Account Management
· Take ownership of the relationship with Club Members, acting as a named point of contact and advocate
· Lead a member‑first approach to engagement, retention and renewal activity, ensuring members feel known, valued and listened to
· Manage proactive renewal and retention conversations, identifying risk early and resolving issues quickly and professionally
· Own the delivery and ongoing development of Club Membership benefits, ensuring they are clear, valuable and well‑communicated
· Plan and deliver exclusive Club Member events and experiences throughout the season, on matchdays and non‑matchdays
· Manage Club Member feedback forums / focus groups, translating insight into tangible improvements
· Manage the end-to-end direct debit scheme, including monitoring collections, resolving failed payments and supporting members through the process
2. Matchday Fan Experience (Kingsholm)
· Own the fan experience on matchdays, working closely with Operations, Ticketing, Marketing and Commercial teams
· Act as the visible lead for supporter experience, dealing with issues in real time and ensuring consistent service standards
· Identify opportunities to enhance the overall enjoyment for supporters
· Champion the voice of the fan in matchday planning and post‑match reviews
3. Insight, Reporting & Continuous Improvement
· Track and report on membership KPIs, including retention, renewals, engagement and satisfaction
· Use data, feedback and insight to inform improvements to the membership proposition and matchday experience
· Work closely with Marketing teams to support targeted, relevant communications to members
Contribute insight into wider supporter strategy, ensuring decisions are grounded in fan behaviour and sentiment
We are looking for...
Essential
- Proven experience in account management, customer experience or supporter engagement
- Strong relationship‑building skills with the confidence to handle challenging conversations
- Experience working in a live, event‑based environment
- Highly organised, proactive and comfortable juggling multiple priorities
- Excellent communication skills, written and face‑to‑face
- Confident using CRM, ticketing or customer management systems
Desirable
- Experience in professional sport, events, entertainment or hospitality
- Understanding of supporter behaviour, loyalty and retention
- Experience delivering or managing live fan‑facing events
Additional Information
- This role requires regular evening and weekend work around home fixtures, with TOIL provided
- The role description may evolve in line with business needs and supporter strategy
- Gloucester Rugby is committed to safeguarding, equality, diversity and creating a welcoming environment for all supporters
Pay: £30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
