Our Story:

Manchester City is an English Premier League club whose roots began in East Manchester. From its first incarnation as St Mark’s West Gorton in 1880, the club became Manchester City FC in 1894. Behind each title lies emotion, moments and memories that resonate with millions of supporters around the world. Manchester City fans are known for their commitment and togetherness, as a Club that fights to the end.

Your Impact:

We are looking for a Fan Journey Executive to play a key role in enhancing the fan experience by identifying and removing friction points across important fan journeys. Your work will directly contribute to improving fan satisfaction, loyalty, and revenue. With a fan-first mindset, you will collaborate with teams across the organisation to create fan experiences that are seamless, enjoyable, and memorable. You will focus on optimising journeys such as « The Perfect Stadium Matchday Experience, » « Becoming & Remaining an Engaged Fan, » and « Enjoying the Etihad Campus as a year-round entertainment destination. »

This role combines strategy and planning with project management responsibilities, as you contribute to improving and evolving the fan experience. As a proactive self-starter, you will work independently while collaborating with internal teams to achieve business goals. Your excellent communication skills, attention to detail, and determination will be key to your success.

What You’ll Do:

• Collaborate with the Heads of Fan Journey and Fan Journey Managers to enhance end-to-end fan experiences by mapping, measuring, and prioritising pain points across fan journeys.
• Partner with the Fan Experience Analytics & Insights team to leverage data and metrics for continuous improvement of the fan experience.
• Support and/or lead cross-departmental workshops, ensuring a fan-first approach in key workstreams, while tracking progress and overcoming challenges.
• Contribute to fan experience strategy projects by analysing opportunities, providing insights, and helping shape broader strategy recommendations.
• Support process improvements within the IFX team and assist with key cross-team projects.
• Champion fan-centric thinking in your daily work, ensuring accessibility and inclusivity in all fan interactions.

What We’re Looking For:

• Strong communication and problem-solving skills with the ability to build relationships and drive positive outcomes.
• A proactive attitude with a passion for improving processes and achieving results.
• Excellent organisational and time-management skills, with the ability to prioritise tasks effectively.
• A curious mindset, always seeking feedback and opportunities for personal growth.
• Comfortable working independently and maintaining high standards of quality.
• A collaborative team player with a flexible and adaptable approach to change.
• Commitment to ensuring accessible and inclusive fan experiences.

Nice to Have:

• Familiarity with customer experience and journey management principles.
• An interest in data and analytics, and how they can inform decision-making.
• Experience working on cross-functional projects and collaborating across departments.
• Proficiency in project management tools and platforms.
• Intermediate-level proficiency in Microsoft Excel and PowerPoint.

Inclusive Workplace:

City Football Group is committed to creating an inclusive environment where all employees feel valued and supported. We welcome applications from candidates of all backgrounds, regardless of age, disability, gender reassignment, marital status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

If you require any disability-related adjustments during the recruitment process, please let us know in your application.

We promote equal opportunities in employment, ensuring all candidates are considered based on their skills and experience. During the screening process, we carefully review all applications, and we will contact you if you are selected for an interview.

Additional Information:

Employment is subject to proof of eligibility to work in the UK. Due to our safeguarding promise, all UK-based CFG roles require a DBS check upon starting employment, which may be basic, standard, or enhanced depending on the role and responsibilities.