I disagree.
I think he’s done extremely well in a sporting/business sense, but I think it’s a stretch to say he ‘understands the fans and has a genuine relation with them’.
Some examples on the contrary (some aren’t signed off by him directly, but have happened on his watch):
- joining the ESL
- seasoncard price rises year on year
- no meaningful, regular contact with City supporters (I don’t consider CityMatters a success. Points of Blue back in the day was better).
- LED advertising boards instead of fans banners (electronic flags, oh my god).
- removing the cheapest seats in level 1 to make room for larger advertising boards.
They’re just off the top of my head.
There’s also a clear disillusionment among many local, ‘legacy’ fans who feel the club are prioritising new, global (and more financially lucrative) fans over their longstanding support.
Again, I’ll stress that he’s brilliant at pretty much everything else, but there is always room for improvement and an decent end of season review shouldn’t lead to us forgetting key elements of our ‘supporter experience’ that have been mishandled.