Rangers have announced a key off-field appointment, with David Milburn joining the club as a Customer Service Manager.
The Gers already have a Supporters Liason Officer in place, Greg Marshall, but Milburn has joined the club as part of their ‘broader commitment to increase customer service levels’ and to ‘spearhead’ the new customer service division.
#RangersFC are delighted to confirm the appointment of a new Customer Service Manager to oversee and modernise customer service at the club.
All the info 👇
— Rangers Football Club (@RangersFC) November 26, 2021
“It is fantastic to welcome David as our new Customer Service Manager, who brings a wealth of customer service experience to Rangers,” said Gers director of commercial and marketing James Bisgrove [Rangers.co.uk].
“Rangers overarching club strategy places a greater emphasis on our engagement and touchpoints with supporters, and we firmly believe the newly formed customer service unit will be well placed to service Rangers supporters across the world.
“It is important we streamline contact points for supporters and achieve faster response times to queries. Appointing David to this role is a significant step forward in our wider commitment to modernising this area and the club’s clear objective to enhance its fan engagement capabilities on several fronts.”
The new customer service team that Milburn is heading is set to focus on issues like ticketing, MyGers memberships, retail and match day experience.
The update also promised that investment in ‘enhanced digital technology’ such as a new interactive help website will make it easier for fans to get quick responses to queries.
Important Rangers off-field appointment confirmed
It’s a good move from the Gers to start investing more into supporter relations, given the size of the club’s fanbase and how loyal supporters were during the height of the pandemic.
Rangers came in for criticism earlier in the season for ticketing issues and the MyGers scheme has proved unpopular with many supporters, but a lack of communication is the true root of many issues and it’s clear that steps are now being taken to remedy this.
Match day experience is part of the customer service division’s remit and it’s sensible that the unit has been created in advance of the opening of New Edmiston House, which should draw many more fans to the stadium footprint in the hours leading up to matches.