Head of Supporter Services and Fan Engagement

West Ham United is seeking an exceptional Head of Supporter Services and Fan Engagement to lead supporter engagement strategy, champion the supporter voice, and shape an outstanding supporter experience across the Club. This permanent role is based at London Stadium, Stratford, with travel to Victoria Road and The Foundry.

About the role

You will lead the Supporter Services and Fan Engagement department, providing strategic and operational leadership across all areas of the team’s work. This includes overseeing the Club's supporter consultation model, leading key supporter engagement projects, building strong relationships with supporters and supporter groups, and ensuring West Ham United meets and exceeds industry standards in football governance and fan engagement.

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

Responsibilities

• 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.
• 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 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.
• Oversee the matchday management of the Club's 60-strong Matchday Supporter Liaison Officer and Disabled Supporter Assistant teams, providing an escalation point for matchday issues involving supporters.

Requirements

• 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.

Schedule

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

Benefits

• 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 official partners' products and services
• Discounted gym membership and onsite fitness room facilities
• Family-friendly leave policies
• Company social events