Fan Experience Manager

Job PurposeThe Fan Experience Manager leads the design and improvement of the fan journey across every touchpoint, from ticket purchase to leaving the stadium and beyond. The goal is to grow attendance, raise fan satisfaction and loyalty, and turn every match into a complete entertainment experience that strengthens the club's identity and revenue.Key Duties and ResponsibilitiesStrategy and Fan JourneyDevelop an annual fan experience strategy aligned with the club's commercial and marketing goals.Map the full fan journey (pre-match, matchday, post-match) and identify pain points and improvement opportunities.Design programs for distinct segments: families, women, children, season ticket holders and out-of-town fans.Matchday ExperiencePlan and deliver pre-match, half-time and post-match entertainment and activations.Oversee fan zones, shows, competitions and big-screen engagement.Coordinate with operations, security, ticketing and hospitality to ensure smooth entry, exit and in-stadium services.Lead and train the fan services team and volunteers on hospitality standards and fan interaction.Loyalty, Membership and Digital EngagementDevelop membership, loyalty and rewards programs for season ticket holders and members.Work with the digital team to improve the app, e-ticketing and interactive content.Build relationships with supporter groups and ultras, and hold regular meetings with them.Measurement and Continuous ImprovementMeasure fan satisfaction through surveys and Net Promoter Score (NPS), and analyze feedback and complaints.Prepare regular reports for management with findings, recommendations and improvement plans.Track global best practices across clubs and leagues and apply what fits.Partnerships and BudgetWork with the sponsorship team to activate sponsor rights within the fan experience in ways that add value for fans.Manage the fan experience budget, contract vendors and event agencies, and monitor their performance.Ensure compliance with league regulations, regulatory bodies, safety standards and accessibility for fans with disabilities.Qualifications and ExperienceBachelor's degree in marketing, business administration, sports management, event management or a related field.At least 5 years of experience in customer experience, event management or marketing, including at least 2 years in sports or entertainment.Proven track record managing large-scale public events and leading on-the-ground teams.Fluency in Arabic and English, spoken and written.Preferred: a certification in customer experience (e.g. CCXP) or event management (e.g. CEM), or prior experience with clubs, leagues or stadiums.