Event Experience Managermillwall

Department Marketing
Reports To Head of Marketing
Location Based at The Den, with some travel to away fixtures and other venues
Contract Type Permanent, Full-time 35 hours Monday to Friday + Matchday
Salary Depending on Experience
ROLE OVERVIEW
The Event Experience Manager leads the planning and delivery of the fan-facing experience around Millwall FC home fixtures and selected club and fan events. The role owns the prematch, half-time and post-match running order, club activations and non-football entertainment, acting as show-caller for the matchday experience at The Den. The role also oversees family and Junior Lions experiences, including the Junior Lions Committee, matchday mascots and ballpersons; line manages the Here to Help volunteer team; and identifies and applies best practice from across football and other sports.
KEY RESPONSIBILITIES

▸ Plan, produce and deliver the full matchday running order – prematch, half-time and post-match – across the stadium bowl and surrounding areas.
▸ Apply the same planning and delivery process to non-matchday club and fan events, including open training sessions, Lionesses and U21s games at The Den, Junior Lions events and agreed offsite activity within the wider club fan engagement strategy.
▸ Act as show-caller/producer for all non-football matchday content, including PA and announcer briefs, music, mascot, pyrotechnics/CO2, video board cues and ceremonial moments, working closely with Matchday Operations, Safety and Broadcast.
▸ Organise and attend First-Team player appearances. Liaise with Training Ground Ops team and MCT.
▸ Design and deliver club activations and fan engagement campaigns, such as themed matchdays, fan zones, kids' activities and community/heritage celebrations, in line with the Club's marketing strategy.
▸ Lead and continuously improve the family, Junior Lions and first-time visitor experience, maintaining a strong relationship with the Junior Lions Committee and using young supporters' views, fan feedback and EFL Family Excellence insight to shape activity.
▸ Manage Junior Lion mascots for home and away fixtures and select, schedule and brief ballpersons for each home game, including parent/carer communication, itineraries, safeguarding, host-club liaison and suitable contingency cover.
▸ Line manage the Here to Help volunteer team: recruitment, training, rostering, welfare and matchday deployment.
▸ Coordinate sponsor and commercial partner activation on matchdays with the Commercial & Partnerships team.
▸ Research and benchmark best practice in matchday and fan experience across football and other sports, bringing recommendations and innovation to the Head of Marketing.
▸ Manage matchday experience budgets and external suppliers and contractors (entertainment, staging, audio-visual).
▸ Lead post-match evaluation and debriefs, gathering fan feedback to continuously improve the matchday experience.
▸ Ensure all activations and running order elements comply with safety, safeguarding and regulatory requirements, working closely with the Safety Officer.
▸ Travel to away fixtures and other venues, where required, to represent the Club and observe matchday experience best practice elsewhere.

PERSON SPECIFICATION
Essential
▸ Proven experience delivering live event production or matchday/event experience in a sport, entertainment or comparable live environment.
▸ Strong project management skills, able to coordinate multiple stakeholders and moving parts under time pressure.
▸ Experience managing or line managing a team, ideally including volunteers.
▸ Creative flair balanced with operational rigour, with experience delivering safe, engaging experiences for children, young people and families.
▸ Willingness and ability to travel to away fixtures and other venues as required.
Desirable
▸ Experience of matchday/event delivery across more than one sport, or exposure to major live events.
▸ Background in fan engagement, sponsorship activation or brand experience.
▸ Working knowledge of stadium safety and licensing requirements.
▸ Experience delivering a junior supporter programme, mascot experience or ballperson operation.
▸ Working knowledge of safeguarding responsibilities when working with children and young people.
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