Fan Engagement Officer

Position: Fan Engagement OfficerLocation: The Valley, South East London or as required. Salary: To be discussedHours: FTE Mon-Fri (+matchdays as needed)About UsCharlton Athletic Football Club is an English professional association football club based in Charlton, south-east London. The club was founded on June 9th, 1905 and has a very storied history from rising to the top-flight of English Football in the 1930s (First Division) and again in the 1980s, 1990s and 2000s, to winning the FA Cup in 1947 and to leaving their Valley home in the mid-1980s only to make an impassioned return in 1992.

Historically, the women's team played under Charlton Athletic from 2000 to 2007 but were released to become an independently run team in 2007 following the men's team's relegation from the Premier League. The women's team were originally formed as a non-professional team in 1991 and were highly successful in the early 2000s winning The FA Cup, the League Cup, and the Charity Shield, as well as coming runners-up in the top division in multiple seasons. In February 2021, the club acquired the Charlton Athletic Women's team, turning the team full-time professional, and integrating them to become one club again.

Currently, our men's first team competes in the Championship, the second tier of English football, and our women's team competes in Women’s Super League 2, the second highest division of women's football in England. At Charlton, we are ‘one club’ and can be truly described as a ‘family club’. Role DescriptionTo improve the fan experience at the club and create a link between the club and the supporters. To create engagement amongst supporters as well as provide first class fan engagement experiences and packages such as mascot packages and drive sales of those products.

Deliver the benefits of the club’s membership/partnership schemes. Be a key member of the Schools Partnership Scheme team reporting to the club’s Schools Partnership Scheme Lead and deliver assemblies, Q&A sessions and other football-themed classroom activities at local schools. Lead on the delivery of the club’s sensory room on matchdays. Lead on the club’s themed matchdays. Act as the club’s Supporter Liaison Officer. Key ResponsibilitiesFan-Facing Presence & Continuous ImprovementRegularly be “out and about” meeting supporters at games to gather feedback. Identify and report key areas for improvement in the fan experience.

Track and action all feedback received through the club’s fans@cafc. co. uk email account. Schools Partnership Scheme, School Trips & Community PresenceBe a key member of the Schools Partnership Scheme team reporting to the club’s Schools Partnership Scheme Lead and be the lead person at the club going into schools to deliver assemblies, Q&A sessions, football-themed classroom activities that promote the club and upcoming fixtures as well as ensuring all associated player appearances are fulfilled. Promote tailored ticket offers and educational experiences to drive attendance from children and families.

Strengthen the club’s visibility and reputation in the community through consistent, high-impact school engagement. Sales & Delivery of Matchday Experiences and MembershipsDrive sales of all matchday experiences, stadium tours, and memberships. Ensure all packages are delivered professionally, creating memorable moments that fans will want to return for. Work closely with the Communications team to capture and showcase special moments, especially those involving children, and promote the experiences across club channels. Creating & Showcasing Special MomentsCreate memorable experiences for fans of all ages – not just juniors.

Capture moments through video, photos, and stories to share across club channels to share why showing why Charlton is a club that goes above and beyond for it’s fans. Other ResponsibilitiesOversee all fan engagement activities on matchdays to ensure a first-class experience. Including managing matchday staff and making sure all matchday activations are adhered to. This will include attending matchday operations meetings to brief senior stewards. This includes but is not limited to matchday experience packages, the club’s furry mascots and the club’s indoor and outdoor Family Activity Zone.

Work closely with the club’s Fan Engagement Admin lead to help the delivery of club events and packages. Ensure player appearance requests are delivered and fulfilled. Delivery of the Family Excellence requirements including but not limited to liaising with each department to ensure that they understand and appreciate the importance of the award. Creating a guide for each department that the EFL “test” for the Family Excellence Award so that a Gold Standard can be achieved and sustained. Review ways of continuously improving the matchday experience for new and old fans alike.

Oversee and deliver the Themed Matchday calendar on a match-by-match basis. This will include leading any Themed Matchday meetings, liaising with the lead person on each Themed Matchday, collating the Themed Matchday Event Calendar and being the point of call for internal and external stakeholders to ensure perfect delivery of each Themed Matchday event. Delivery of Junior Addicks events and all Junior Addicks member benefits. Monitor the fans@cafc. co. uk email address, respond to emails where necessary and create a weekly report for senior management team meetings that will show trends in emails received from fans.

Attend fan meetings, liaise and build strong relationships with fan groups (e. g. Charlton Athletic Supporters’ Trust, National & International Supporter Groups, Fan Advocates, Charlton Advisory Board) and develop meaningful relationships with the local community and community groups (Schools, Churches, Colleges, Businesses, Barracks, etc). Attend EFL led meetings in relation to initiatives relevant to best practice league wide. Research opportunities for growth and improvement including reviewing best practice at other institutions.

Creating, implementing and overseeing new fan engagement initiatives and new initiatives being implemented in the Family Activity ZoneCollaboration with internal stakeholders and managersEducation/Qualifications/TrainingExperience in Fan Engagement activities run by football/sports clubsExperience working with childrenEnhanced DBS checkAbilities/Skills/KnowledgeExperience in Fan Engagement activities run by football/sports clubs (D)Excellent communication skillsOutgoing and confident in meeting peoplePresentableHappy to work in a fast paced environmentCustomer focused Excellent attention to detail and organisational skillsExcellent stakeholder managementAbility to manage conflicting deadlines and prioritise accordinglyAdditional InformationThis a full time role that includes work on weekends and evenings.

Applicants must be eligible to live and work in the UK;Charlton Athletic FC is committed to following relevant health & safety regulations and all members of staff are expected to be fully aware and adhere to, at all times, the Club’s H&S and fire safety procedures;Charlton Athletic Football Club are fully committed to safeguarding and promoting the welfare of children and young people and expect all staff to share this commitment;CAFC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, color, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

SafeguardingCharlton Athletic Football Club are committed to safeguarding and promoting the welfare of children, young people and adults at risk. The successful candidate may be required to undertake a Disclosure and Barring Service check (DBS). The possession of a criminal record will not necessarily prevent an applicant from obtaining a post, as all cases are mediated individually according to the nature of the role and the information provided. Note: Please note that due to the high volume of applications we receive we regret that we are unable to respond to unsuccessful applicants.

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