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CX job of the week: Liverpool Football Club

23rd Nov 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX job of the week - Liverpool Football Club

This week: Director of Fan Engagement – Liverpool Football Club – Liverpool City Centre

One of the most prestigious teams in world football is looking for someone to help them achieve their goal of becoming the most inclusive football club in the world. The lucky applicant will be responsible for coordinating, leading and embedding the LFC fan engagement framework into the DNA of the Club.

Responsibilities

  • Influence and support stakeholders to understand best practises in engagement and challenge and educate areas that aren’t using the framework effectively.
  • Design, implement and run internal governance to ensure that the framework is operating effectively and proactively used. 
  • Provide board level reporting on the areas of success and areas where improvement is needed.
  • Proactively organise meetings and consultations as needed.
  • Ensure legal mandates are met both by the Club and the Supporters’ Trust.
  • Ensure we have conducted supporter consultations correctly as needed and meet our other legal responsibilities.
  • Proactively engage with supporters with a view, acting as a conduit for directing issues to the appropriate department and tracking issue resolution.
  • Day-to-day management and building of relationships with Fan Groups ensuring the Club speaks and listens to fans in the right forums in a timely fashion.
  • Record and track details of engagement with fans for future reference.
  • Lead Club work on the Premier League engagement standards alongside existing fan engagement frameworks.
  • Ensure compliance to the standard completing any work needed to achieve this.
  • Assist the Club management teams on issues of supporter interest, ensuring all parties are fully always briefed and facilitating direct engagement with supporters when and where appropriate.
  • Collaborate with internal and external stakeholders to improve fan experiences for the long term.
  • Liaise with relevant bodies and assisting in the communication of our messages as appropriate.
  • Act as a spokesperson for the Club in fan related issues as needed.
  • Maintain a close view on social media to monitor emerging issues.

Requirements

  • Represent the interests of Liverpool supporters in discussions with external organisations.
  • Being credible to supporters and able to build mutual respect with fan groups and lasting relationships with supporters and other key external parties.
  • A strong understanding of the role social media plays in supporter politics, on fan behaviour and the dynamic between the various fan media groups.
  • Able to articulate ideas clearly and communicate unambiguously.
  • Able to manage and influence internal stakeholders and challenge viewpoints on behalf of fans.
  • A strong background and ethos of customer service and able to tackle problematic behaviour.

For further information and to submit an application, visit the LFC job board.

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