Head of Supporter Services and Fan Engagement

⚒️ Head of Supporter Services and Fan Engagement

📍 Location: London Stadium, Stratford, London (with travel to Victoria Road and The Foundry)

💼 Department: Supporter Services and Fan Engagement

📄 Contract: Permanent

💰 Salary: To be discussed at interview + discretionary bonus (please add salary to your application form)

📅 Start Date: As soon as possible

Enhanced DBS

⚒️ Join West Ham United

At West Ham United, our supporters are at the heart of everything we do. We are looking for an exceptional Head of Supporter Services and Fan Engagement to lead our supporter engagement strategy, champion the voice of our supporters, and help shape an outstanding supporter experience across every aspect of the Club.

This is a unique opportunity to play a key leadership role, working collaboratively across the Club to strengthen relationships with supporters, supporter groups, governing bodies and key stakeholders.

If you are an experienced leader with a passion for supporter engagement, relationship management and delivering exceptional customer experiences, we'd love to hear from you.

⭐ About the Role

You will lead the Supporter Services and Fan Engagement department, made up of a dedicated full-time team of six, providing strategic and operational leadership across all areas of the team’s work.

You will oversee the Club's supporter consultation model, lead key supporter engagement projects, build strong relationships with supporters and supporter groups, and ensure West Ham United continues to meet and exceed industry standards across football governance and fan engagement.

This is a varied leadership role requiring excellent communication, sound judgement, stakeholder management skills and a genuine passion for creating positive supporter experiences.

⚒️ Key Responsibilities

As Head of Supporter Services and Fan Engagement, you will:

✅ Lead the strategic development and continuous improvement of supporter services and fan engagement across the Club.

✅ Champion the supporter voice and ensure supporters remain central to decision-making.

✅ Act as Project Lead for the Premier League Fan Engagement Standard, the EFL Supporter Engagement Framework and the Independent Football Regulator's fan consultation requirements, ensuring these frameworks are embedded across the Club.

✅ Co-chair the Fan Advisory Board, ensuring productive meetings and successful delivery of agreed actions.

✅ Lead relationships with supporter groups, including:

• Fan Advisory Board
• Disabled Supporters Board
• Women's Team Supporters' Board
• Bondholders
• Youth Council
• Wider supporter group network

✅ Build strong relationships with external stakeholders including the Football Supporters' Association, Kick It Out, the Premier League, UEFA, the Independent Football Regulator and the EFL.

✅ Work collaboratively with the Communications and Marketing teams to deliver supporter communications, major projects and ad-hoc issue resolution.

✅ Champion equality, diversity and inclusion across supporter engagement, supporting the delivery of the Premier League Equality, Diversity and Inclusion Standard and equivalent EFL standards.

✅ Lead the Supporter Services team to achieve their agreed KPIs, providing the team with guidance and an escalation point for resolving complex supporter complaints and enquiries.

✅ Oversee key supporter policies including:

• Supporter Charter
• Fan Engagement Plan
• Access Statement
• Supporter Conduct Charter
• Anti-discrimination policies

✅ Oversee the work of the Disability Access Officer to deliver the Club's Accessibility Strategy.

✅ Support the team to deliver key engagement programmes such as Like My Dreams, Official Supporters’ Clubs, matchday mascots and the Club’s Official Charity Partners, ensuring supporter needs are at the heart of every programme.

✅ Oversee the matchday management of the Club's 60-strong Matchday Supporter Liaison Officer and Disabled Supporter Assistant teams and provide an escalation point for matchday issues involving supporters as they arise.

👤 About You

We're looking for someone who can inspire others while building trusted relationships across the football community.

You'll bring:

⚒️ Significant experience in supporter liaison and supporter engagement within professional football.

⚒️ Experience delivering supporter engagement frameworks.

⚒️ Strong leadership skills with experience developing and leading successful teams.

⚒️ Excellent communication, influencing and stakeholder management skills.

⚒️ Outstanding organisational and project management abilities.

⚒️ Sound judgement and confidence when managing complex or sensitive situations.

⚒️ A collaborative, respectful and inclusive approach.

⚒️ A passion for delivering exceptional supporter experiences.

⚒️ Strong IT skills across Microsoft Office and business systems.

🏟 Working Pattern

This role requires flexibility and commitment to supporting the football operation.

You will need to be available for:

⚒️ Men's and Women's home matchdays.

⚒️ Evening meetings with supporters and supporter groups.

⚒️ Weekend and Bank Holiday working where required.

⚒️ Out-of-hours support when operational issues arise.

⚒️ Regular travel between the London Stadium, Victoria Road and The Foundry.

📅 Recruitment Timeline

📹 First Stage Interviews (Microsoft Teams)

24 -26 August

🏟 Second Stage Interviews in person (London Stadium)

1-4 September

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

EDI Statement

• The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation’s business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.

• Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.

Safeguarding

• The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.

• The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club’s or the West Ham Foundation Safeguarding Team.

Applications:

📝 To apply, please submit your application via our career’s portal: https://www.careers.whufc.com

📅 Deadline: 5pm Tuesday 18 August 2026

📌 Please note: Due to the high volume of applications expected, only shortlisted candidates will be contacted.