Community Rugby Operations Executive

Job Description

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a Community Rugby Operations Executive to join our Clubs & Communities team on a permanent basis.

Job Title : Community Rugby Operations Executive
Department : Clubs & Communities
Reports to : Clubs & Communities Operations Manager
Salary Banding : c.£36,000 per annum
Job Level : Implement
Location : This role is contractually based at Allianz Stadium, offering some flexibility to work from home
Employment Type : Permanent
Working Hours : This is a full-time role, covering 35hrs per week

Application Information:

• Please submit an anonymised CV (i.e. remove personal details). You do not need to submit a cover letter
• Vacancy closing date:Tuesday 31st March at 5pm

To help us get to know your unique experience and voice, we kindly ask that you complete your application without the use of AI‑generated content. This ensures we can fairly and accurately understand your skills, perspective, and suitability for the role. 

The Role:

The Community Rugby Engagement Executive ensures that clubs, players, parents, volunteers and coaches receive the information and support they need in a clear, accessible and joined-up way.

The role owns the community support ecosystem across Community Rugby Help (CRH) portal, englandrugby.com and related digital platforms, ensuring that user journeys are intuitive, information is accurate and the community game can easily find what it needs.

Working across Rugby Development, Marketing, Web and Customer Service functions, the role coordinates how CBs and Clubs access support to the deliver the game, ensuring programme communications, digital resources and support channels are aligned.

The role embeds structured feedback loops from the community game to inform continuous improvement and contributes to shaping digital developments so that systems and services reflect the real needs of clubs and volunteers while reducing administrative burden.

The role also leads coordination of the Rugby Development operational plan, ensuring delivery priorities, resources and communications are aligned and clearly visible.

The Team:

The Clubs & Communities Operations Team is a small but mighty team of five sitting at the heart of Rugby Development. Our purpose is to design and improve processes and ensure clubs and members are at the heart of everything we do. We cover operations, events, digital, engagement, systems and community support. Most of us try to get into the office regularly — this role included — though we work flexibly around that.

Some key responsibilities include:

Club Support & Community Rugby Help Governance 

• Own governance, structure and content management of Community Rugby Help (CRH) as the primary support and ticketing platform for the community game.
• Manage the Club Developer agent rotation for CRH and coordinate effective responses to enquiries.
• Work closely with the Customer Service Manager and GMS support agents to ensure queries are handled clearly and consistently while reflecting the realities and language of the game.
• Analyse themes and trends from support enquiries to identify opportunities for improvement in systems, content or processes.
• Establish structured feedback loops from clubs and stakeholders to inform improvements in support and delivery. 

Website & Digital Journey Coordination  

• Coordinate Rugby Development content across englandrugby.com, ensuring subject matter experts maintain accurate, relevant and up-to-date information.
• Work with Web and Content teams to optimise structure, metadata and discoverability of community rugby information.
• Ensure user journeys across digital platforms including GMS, the website, Community Rugby Help and community social channels are aligned and intuitive.
• Reduce duplication and confusion across platforms and improve accessibility of information for clubs and CBs.

Operational Planning & Communications Coordination 

• Lead coordination of the Rugby Development operational planning and reporting cycle
• Align programme delivery priorities, resource requirements and communications activity.
• Coordinate the flow of digital and communications requests from programme owners across Rugby Development, Marketing and Communications teams.
• Ensure operational delivery is supported with appropriate resources, guidance and messaging for the community game.
• Support the communication of impact and delivery stories emerging from Rugby Development activity.

Digital Development & Continuous Improvement 

• Represent the needs of the community game in discussions around digital developments and roadmap priorities.
• Contribute insight to ensure new digital systems and improvements support volunteers and reduce administrative workload.
• Use insight from CRH, operational delivery and stakeholder feedback to inform improvements to digital services and support journeys.
• Work collaboratively with digital, system and data colleagues to ensure solutions reflect operational realities in the community game.

As an RFU Employee, you will

• Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
• Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put the Team First, Shape the Future, Respect Each Other.
• Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.

Qualifications, Skills & Experience:

The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role.

Essential:

• Experience coordinating operational delivery across multiple teams and stakeholders.
• Strong understanding of digital user journeys, content governance and information management.
• Experience managing or coordinating digital support platforms or helpdesk environments.
• Excellent organisational and coordination skills with the ability to manage multiple concurrent priorities.
• Strong stakeholder engagement and communication skills.
• Ability to translate operational needs and feedback into practical improvements.
• Experience using operational systems such as Smartsheet or similar tools.
• Good understanding of the community rugby landscape.
• Committed to embodying the ethos our culture by using our three core values – Put the Team First, Shape the Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions.
• Committed to actively contributing and building an inclusive culture in your role and day to day behaviours.

Desirable:

• Experience working within sport development, membership organisations or volunteer-led environments.
• Experience supporting operational planning frameworks or programme coordination.
• Familiarity with website content management processes and digital content optimisation.
• Experience working alongside customer service or support teams.
• Experience using Smartsheet as a programme delivery platform.

Additional Information:

• We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment.
• During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here.

About Us

About England Rugby

Our core activities are:

• Rugby – supporting rugby from grassroots to performance level
• Commercial – building partnerships and hosting matches and events
• Running the business - ensuring our organization and people can thrive

Our Culture

What we can offer you

We are proud of the range of benefits we can provide:

• A variety of corporate discounts
• Priority access to purchase match tickets
• 25% discount in Rugby Store and EnglandRugby.com
• 25 days of annual leave
• Your birthday day off
• Free access to the stadium gym
• Life assurance of 4x your basic salary, income protection scheme and Employee Assistance Programme that offers anonymous and confidential, emotional and practical support 24/7
• Pension Scheme; the RFU will double match your individual contribution up to 10% of salary

https://www.englandrugby.com/about-rfu/rfu-policies/diversity-and-inclusion/our-approach