• Job Description

  Req#: 1797

  Closing Date of Applications – 08/03/2024

  Our Story

  Manchester City is an English Premier League club whose roots began in East Manchester. From its first incarnation as St Mark’s West Gorton in 1880, the club became Manchester City FC in 1894. Behind each title lies emotion, moments and memories that resonate with millions of supporters around the world. Manchester City fans are known for their commitment and togetherness, as a Club that fights to the end.

  Our Winning Team

  MCFC is built on a vision for sustainability, with an academy structure designed to support long-term first team success, to engagement with the communities in which we reside. Together with our passionate fans and valued network of partners, we are developing Manchester City’s future history.

  This is Your City

  As part of our team, you will be entitled to 26 days annual leave plus an additional day off for your birthday, private healthcare and dental cover, an annual discretionary bonus, plus a range of partnership and lifestyle discounts.

  Manchester City is recruiting a Ticket Compliance Manager to investigate ticket re-sale misuse and all aspects of ticket touting. This role forms part of the Club’s ongoing efforts to make sure tickets go to qualified fans.

  The successful applicant will actively investigate ticket re-sale misuse for home and away matches and fraud along with all aspects of ticket touting to ensure that the Club’s terms and conditions are adhered to and that crimes under the Serious and Organised Crime Act 2005 and the Criminal Justice and Public Order Act 1994.are minimised.

  You will develop a comprehensive policy to ensure a comprehensive and sustainable model for the identification, investigation and prevention of ticket sale misuse and touting.

  You'll use data analytics to identify trends and patterns of ticket purchases alongside pro-active investigation into ticket re-sale through all unauthorised channels including online, social and face to face.

  Work with stakeholders across the club to lead investigations and collation of evidence including on matchdays.

  Your Impact

  1 Develop a comprehensive process and policy to ensure a robust and sustainable model for the identification, investigation and prevention of ticket sale misuse and touting.

  2 Develop processes required to ensure full and complete documentation of all cases which may be required for police investigations.

  3 With legal develop the terms and conditions relating to the sale of all ticketing products including, Season Tickets, Memberships, hospitality and home and away tickets.

  4 Support in the development of the Sanctions and Bans policy to incorporate sanctions for fans who are found to have re-sold tickets or breached transfer rules (i.e. transferring to away fans).

  5 Using data analytics to identify trends and patterns of ticket purchases to investigates breaches of the Club’s ticketing terms and conditions.

  6 Monitor the internet and online social channels for fraudulent activity and those which breach the ticketing terms and conditions.

  7 Liaise with the GMP on all Etihad Campus activity relating to Ticket touting on the campus and all other authorities for matches played away.

  8 Investigate and gather evidence in relation to all aspects of crime committed contrary to the Serious and Organised Crime Act 2005 (touting) and the Criminal Justice and Public Order Act 1994. Undertake investigations into customer complaints, ensuring a customer focused approach in achieving successful resolutions.

  9 Manage all in-bound contact made by fans who are victim or witness to fraudulent ticket sales ensuring evidence is captured.

  10 Work all matchdays and non-matchdays at all stadia, including Away matches when required.

  11 Develop a development list of process, journey and system vulnerabilities and work with product, fan experience and solutions teams to close those vulnerabilities.

  What we are looking for

  Essential

  • Experienced in data analytics to identify trends.

  • Experience of formal investigations, evidence gathering and statement taking.

  • Knowledge and use of CRM systems.

  • Knowledge fraud prevention

  • Understanding of social media and online sales channels.

  • Ability to handle challenging conversations.

  Desirable

  • Graduate degree in Business, or related field or equivalent experience/training

  • Experience within a ticket sales background would be an advantage.

  • Customer Service experience

  City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

  We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview.

  Employment is subject to the provision of proof of eligibility to work in the UK.

  Due to our safeguarding promise, all UK based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.

• About the company

  City Football Group Limited is a holding company that administers association football clubs.

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