Manchester United officially advertise for new executive

Manchester United’s relationship with their own supporters has rarely felt as strained as it has this year.

The club launched an investigation into suspected ticket touting over the summer, using automated systems to flag accounts showing unusual activity, only to catch a significant number of genuine fans in the process.

Thousands of supporters reportedly had restrictions placed on their accounts, with some left unsure why they had been targeted or whether their season tickets faced permanent cancellation.

United later published an update confirming 685 season ticket holders had been stripped of their tickets entirely, with a further 464 fans sanctioned or warned.

That fallout culminated in a supporter demonstration during last month’s Manchester derby.

United are now looking to hire a dedicated Supporter Escalations Executive to help manage the volume of investigations, sanctions and appeals stemming from the crackdown.

Manchester United officially advertise for new executive

According to the job advertisement on United’s official website, the role is “key to support the Club’s mission to tackle ticket touting by independently managing a high volume of complex supporter investigations, sanctions, appeals and escalations.”

The successful candidate of the Supporter Escalations Executive will be expected to “use AI, technology and spreadsheet-based data analysis to identify patterns, trends and emerging risks, while applying excellent judgement and delivering clear, empathetic communication.”

United added that the role will “ensure every case is handled efficiently and consistently, upholding Club policy, values, legal obligations and fairness across the whole fanbase.”

The Manchester United Supporters Trust has been among the most vocal critics of the operation, repeatedly calling for greater transparency over the criteria used to identify unauthorised ticket sharing.

United have since admitted making mistakes during the investigation, acknowledging they underestimated how frequently supporters shared account details for reasons they considered legitimate, such as family members sitting together at matches.

The new executive, based at Old Trafford, will serve as the primary point of contact for affected fans, overseeing cases from initial complaint through to resolution while working alongside the club’s ticketing, security, legal and compliance teams.

The appointment comes amid frustration over the club’s finances, with season ticket prices having risen for a third consecutive year, further fuelling anger among supporters who feel increasingly squeezed by United’s approach to matchday revenue.

Whether a single dedicated role can repair the trust lost over the summer remains to be seen, but it at least signals United’s acknowledgement that their handling of the touting crackdown needs a more considered, human approach going forward.