Fan Experience Manager

We are looking to appoint a Fan Experience Manager who is creative and passionate about the opportunity to deliver a best-in-class fan experience that provides memorable experiences to engage fans and drive global visibility. The quality of experience for fans relies heavily on the support of our Official Hosts, venues, partners and a broad range of internal and external stakeholders. 

Fan Experience Manager (Women’s RWC England 2025 LOC)

FIXED-TERM CONTRACT UNTIL OCTOBER 2025

BASED IN WEBB ELLIS HOUSE, TWICKENHAM

Women’s Rugby World Cup England 2025 (Women’s RWC 2025) will be the 10th edition of the women's tournament.  World Rugby, in partnership with the Rugby Football Union (RFU) and UK Sport, have formed a Local Operating Company to plan and deliver the event.

Ambitions for the tournament are at an all-time high as women’s rugby is one of the fastest growing team sports in the world. Women’s RWC 2025 will be the ultimate stage for the best players, teams and coaches from 16 nations across the globe and is set to be the biggest and most widely watched women's rugby event ever. If you are interested in being a part of a tournament that will celebrate a generational moment for global rugby, apply today!

We are looking to appoint a Fan Experience Manager who is creative and passionate about the opportunity to deliver a best-in-class fan experience that provides memorable experiences to engage fans and drive global visibility. The quality of experience for fans relies heavily on the support of our Official Hosts, venues, partners and a broad range of internal and external stakeholders.  

What you’ll be doing:

• Execute a comprehensive and data driven fan experience strategy for RWC25, aligned with the event objectives and target audience.
• Develop and oversee the end-to-end journey for fans attending RWC matches and events from the moment of ticket purchase until returning home.
• Lead the cross-functional fan experience working group to ensure consistency across all touchpoints.
• Create a fan experience plan for each of the 25 match days to drive ticket sales, increase dwell time and maximise engagement.  To include fan walking routes, venue plaza and concourse entertainment in collaboration with LOC Senior Marketing Manager.
• Approach planning with both a creative and commercial mindset, working with the Brand Partnerships team to establish opportunities and drive value.  
• Manage agency delivery partner(s) and fan experience match day volunteers.
• Liaise with official hosts to incorporate fan activation plans and festivals into the overall fan experience plan.

• Liaise with multiple internal stakeholders and partners and ensure fan integration into tournament events such as team welcome ceremonies, open training sessions, partner activation events etc.
• Work closely with the Product and Fan Experience team to maximise opportunities across entertainment, retail, and premium experiences.  
• Collaborate with the marketing and communications functions to develop and roll out fan comms plans to include marketing campaigns and tournament information.
• Budget management. 
• Monitor and analyse fan feedback and operational metrics, identifying trends and opportunities for improvement. 
• Other duties as required to meet organisational or team objectives, as directed by the Lead for City Operations.

Experience & knowledge you’ll need:

• Delivery of fan experience at major events (sporting or entertainment experience preferred)
• Event production experience.
• Management of creative development and creative processes
• Proven success of building excellent working relationships with multiple senior stakeholders
• Budget management and agency management experience
• Strong event planning and project management skills
• Deep understanding of event management and logistics
• Strong written communication and presentation skills and ability to deliver quality reports
• Accustomed to working with a high level of corporate and public scrutiny

PERSONAL ATTRIBUTES:

• A passion for sport and to contribute to the further growth of the women’s game.
• Role-models World Rugby’s values of Discipline, Respect, Integrity, Passion, and Solidarity.  
• A positive, ‘can-do’ attitude; someone who is resilient, flexible, curious, and delivery focused. 
• Adept at working under pressure in a fast-paced environment, delivering work to deadlines and honouring commitments.
• A collaborative team player, who builds strong relationships with colleagues and a diverse range of stakeholders.
• Excellent planning and organisational skills, managing multiple workstreams at once; meticulous attention to detail.
• Can navigate ambiguity and cut through complexity, taking a logical and creative approach to problem-solving.

Diversity, Equity & Inclusion:

Women’s RWC 2025 LOC is committed to building a diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality and inclusion and welcome applications from all individuals, regardless of their background. We strive to be a diverse and inclusive workplace, which reflects the global sport we want to be and where everyone can be themselves and feel they belong.