Tottenham Hotspur Football



Salary Range


Contract Type

Full Time

Closing Date

28 April 2023

Job Description

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
The Club has an exciting opportunity for a Fan Experience Team Leader and is looking for someone to deliver an aspirational retail space which aligns with our core values.

In this strong public-facing role we are seeking to appoint an experienced retail professional to be responsible for assisting the Tottenham Experience team in delivering all aspects of the Tottenham Experience.


The Fan Experience Team Leader will assist the Tottenham Experience store management team to deliver sales and profit through excellent operational, sales focus and excellent customer service on a day-to-day basis in Retail for the Tottenham Experience, with a focus on creating a high-quality experience for all visitors. This role is key to ensuring exceptional customer service, through setting a team culture which leaves fans and all visitors with a positive lasting impression, maximizes sales opportunities, and works closely with other Club attractions and partners.

Key Responsibilities


Delivering high customer service levels within the retail store, ensuring a best-in-class experience for all visitors.
Carrying out and overseeing customer shirt and hero printing, including management of the print location.
Communicate daily sales budgets to the Fan Experience team, with a focus on proactive selling to ensure targets are met and sales are maximised.
Proactively support the daily staff briefing implementing processes and procedures such as Health & Safety and ensuring the Fan Experience team understands objectives.
Work closely with the Visitor Attractions team to ensure that the fans receive the optimum experience in the Tottenham Experience store.
Oversee staffing of EPOS locations and be the point of contact for supervisor functions.
Train the Fan Experience team on using EPOS system, including tasks such as changing till rolls and complex transactions.
Work with the store management team in delivering high quality staff training and recruitment to ensure skilled, engaged Fan Experience staff.
Train the Stock and Sales team to undertake Fan Experience duties as required.
Manage the Fan Experience team, including casual staff on all trading days including event days.
Oversee the management of Stock and Sales staff as required.
Work closely with relevant Club contacts in key departments (e.g., Health and Safety, HR, Stadium Operations) to ensure the Fan Experience team and wider store runs effectively and safely.
Carry out the PDR process, objectives, and reviews for the Fan Experience team.
Support the store management team with staff meetings, such as absence reviews as required.
Assist on the recruitment processes of full staff and casual staff ensuring we have the correct processes and staff for the business.
Any other duties as required for the effective running of the store.
The role will involve working five out of seven days per week and will require some early starts and late finishes, including all events.

Take on Stock and Sales Team Leader management duties in the absence of the Stock and Sales Team Leader as required, for example to cover annual leave or for the needs of the business, to include leading the Stock and Sales team.
Support on implementing floor layouts with the Buying and Merchandising team, focus on trading densities and standards of merchandising to maximise sales and profit, as required.
Support on operation of stock management system (Enactor and Priam), providing reports to assist with store and back of house replenishments, as required.
Support with the delivery of visual merchandising activities such as mannequin displays, POS, and shop windows, as required.
Support on internal stadium event day retailing, including set up, delivery and collection of stock, as required.
Support on delivery receipt, put-away handling, and stock room management.
Support on shop floor replenishment, as required.
Support in the implementation of all operational procedures including stock accuracy management and stock take, as required.
Support on both pre-match and post-match operational set up for events, as required.
Personal Attributes

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 stakeholders.
Flexible approach to working hours.
Able to work in pressurized environments and in a calm and effective manner.
Use your own initiative when called upon.
Enjoys working individually or part of a large team when required.
Work unsupervised for periods of time.
Alert – attentive and observant, able to make decisions quickly and adapting to situations.
Proactive – think ahead rather than simply reacting in the moment.
Able to flex their working approach depending on the task at hand.
Is positive and resilient towards setbacks that occur.
Organised and proactive
Outgoing with a positive, can-do attitude.
Enthusiasm and have high customer service aspirations.
Skills & Experience

Relevant experience within the retail industry, with experience in event retailing and working in a busy retail environment.
An understanding of how Retail can support business and sport.
Excellent organisational skills
Good knowledge of Microsoft office packages
Outstanding communication and interpersonal abilities
Experience in using retail EPOS systems.
Demonstrable ability to carry out detailed tasks with minimal direction or supervision.
Relevant experience in managing a team.
Experience in dealing with staff issues for example attendance and performance concerns.
Awareness and understanding of equality, diversity, and inclusion.
Demonstrable ability to make quick decisions in a fast-paced environment.
Proven track record of raising standards and overseeing the delivery of exceptional customer experiences.
Proven ability of meeting sales targets
Skilled salesperson
Excellent communication skills
Proven ability to work within a large workforce.
Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded that we may review the requirements of the role at a later date which could result in undertaking appropriate DBS checks.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, ethnic and national origins, religion or belief, or sexual orientation.

To Apply

Please apply through our careers page –