Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

• A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.


• A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.


• Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.


• A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.


• An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.

JOB PURPOSE:

To ensure every guest visiting the Tottenham Experience flagship store has a world class, memorable experience. To instil a culture throughout the team that focuses on creating Tottenham fans for life.

KEY RESPONSIBILITIES:

• Lead stadium retail in terms of fan experience embedding a culture of best-in-class customer service driving continuous improvement in fan engagement.


• Create a new customer experience policy for all Retail staff across the venue ensuring a training framework is produced and rolled out to all permanent and casual retail staff.


• Lead on the recruitment process for permanent staff and casual workers ensuring a passion for great customer experience exists in all staff. Ensure Club processes and procedures are followed, and staff are recruited and inducted properly, including Right to Work checks.


• Work with Visitor Attractions and third-party events to deliver a memorable fan experience from the moment they arrive to the moment they leave.


• Lead on matchday Queue management finding the appropriate balance between speed & efficiency requirements and the customers experience.


• Instill behaviors across retail staff that ensure all visitors are approached in a positive and consistent manner while communicating relevant information that is beneficial to the business.


• Become an expert on product knowledge across all NIKE & Spurs ranges understanding key features and benefits to cascade through all staff.


• Lead on all processes & procedure around exchanges, refunds & complaints.


• Lead collaboration across all club departments to seek new opportunities, guarantee alignment and enhance guest experience.


• Collaborate with club departments to take advantage & optimize TEX event space.


• Set performance KPI’s, manage & motivate team to deliver accordingly.


• Collaborate with Operations and Merch Managers to deliver event days and non-event day briefings.


• Work with both the Stadium Retail Operations Manager & Stadium Retail Merch Managers to form a Senior Leadership team that fulfils and exceeds all Retail aspirations, backfilling as required.


• Be a role model for the Spurs Way Behaviours.


• Support the Club in achieving its overall objectives, including EDI.


• Ensure compliance with Club and competition policies and procedures.


• Due to the nature of the industry and this role you may be required to work irregular hours including during the evenings, weekends, and bank holidays.

KEY RELATIONSHIPS:

• Head of Retail Operations, Stadium Retail Merch Manager, Stadium Retail Merch Manager


• All Retail Departments - in particular, but not exclusively:
  
  
  
  • Warehousing, Buying and Merchandising, E-commerce
  
  
  
  


• Finance, IT & HR, Training Centre


• Marketing, VA, Technology


• Third Party Suppliers


• NFL, F1, Saracens, etc.

PERSON SPECIFICATION:

• Thinks ahead, generates innovative ideas.


• Values & respects others, builds relationships, collaborates.


• Gets things done, delivers to highest of standards, takes responsibility.


• Able to build and maintain excellent working relationships with internal and external stake holders.


• Flexible approach to working hours.


• Able to solve complex or pressured situations in a calm and effective manner.


• Be a self-starter with the ability to excel through times of growth, ambiguity, and change.

SKILLS AND EXPERIENCE:

• Significant and demonstratable experience Management within the Retail Operations industry and managing, leading, and motivating large teams.


• Proven track record of raising standards and overseeing the delivery of exceptional customer experiences.


• Strong analytical skills and acute attention to detail.


• An aptitude for systems, processes, insight, and analysis.


• Working knowledge of Retail systems.


• Demonstrable ability to carry out detailed tasks with minimal direction or supervision.


• Proven success and awareness within employee relations and equality and diversity


• Demonstrable ability to make quick decisions in a fast-paced environment.