Manchester United hire Supporter Escalations Executive to tackle ticket touting
Manchester United are moving to strengthen their response to ticket touting at Old Trafford by recruiting a Supporter Escalations Executive, a stadium-based role intended to oversee investigations, sanctions and appeals involving supporters.
Ticketing enforcement at a glance
| Item | Figure or timing | Context |
|---|---|---|
| New role | Supporter Escalations Executive | Will act as a principal contact for fans in complex ticketing cases |
| Season-ticket bans | 685 holders | Supporters were banned over alleged involvement in ticket touting |
| Location | Old Trafford | The appointment will be based at United’s home stadium |
The position has been created amid continuing concerns over tickets being obtained and then sold on at sharply increased prices. United want the new executive to lead detailed reviews of suspected illegal resale activity while ensuring the process is applied consistently across the supporter base.
The club’s job advertisement sets out a broad brief, including responsibility for a substantial number of complicated investigations, disciplinary decisions, appeals and escalated complaints. The successful candidate will be expected to use artificial intelligence, technology and spreadsheet-led analysis to spot recurring behaviour, developing trends and potential new risks.
Clear and considerate communication with supporters is also central to the role. United have stated that cases must be dealt with efficiently, in line with club policy and legal requirements, while maintaining fairness for fans throughout the process.
Appeals process under scrutiny
The recruitment follows United’s decision to ban 685 season-ticket holders alleged to have been involved in touting. Although the club have sought to curb the secondary market, a number of suspended supporters have maintained that they were not guilty of wrongdoing.
Discontent over the bans was visible during last month’s Manchester derby, when supporters staged a protest. The new executive will therefore also have a relationship-management responsibility: ensuring fans are listened to, kept informed and treated respectfully when pursuing an appeal, regardless of whether their case is ultimately successful.
United will now complete the hiring process before putting the proposed AI and data-led procedures into operation. The intended outcome is a more effective appeals system and stronger protection for genuine match-going supporters from inflated resale prices.
