Manchester United are looking to hire a 'supporter escalations executive' to help the club manage the high volume of investigations, sanctions, and appeals following the club's ticket touting operation.
United received widespread backlash from some of their most loyal supporters over the summer following the launch of an investigation into touting, which caught some innocent fans in the crossfire.
Fan groups unite in condemnation
The fiasco brought together the various United fan groups, who took the unprecedented step of releasing a joint statement condemning the operation and demanding transparency from the club.
In September, United published an update on their investigation, announcing that 685 fans had been stripped of their season tickets, while 464 fans have been sanctioned or warned.
The club said they had "broken up large-scale organised networks", but United fans protested before the Manchester derby, with supporter group The 1958 declaring that 'a line had been crossed'.
New role to handle appeals
United are now looking to hire a dedicated staff member to "support the club's mission to tackle touting" by overseeing "complex" supporter escalations, investigations and appeals.
The advertisement for the role reads: "Use AI, technology and spreadsheet-based data analysis to identify patterns, trends and emerging risks, while applying excellent judgement and delivering clear, empathetic communication."
"Ensure every case is handled efficiently and consistently, upholding club policy, values, legal obligations and fairness across the whole fanbase."
The new hire will act as the primary point of contact for supporters, managing "sensitive enquiries and difficult conversations" while setting "clear expectations and maintaining agreed service standards".
United say the candidate will help to build "trust and confidence" by ensuring supporters feel heard, informed and respected through their appeal process, regardless of the outcome.
