Customer Care Manager

Tottenham Hotspur Football Club; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Manager to lead their customer service team. This role involves enhancing visitor experiences across various touchpoints, including ticketing and retail. The ideal candidate will be an innovative thinker, skilled in leadership and problem-solving, with a passion for sports. You will drive continuous improvement in service delivery, collaborating with multiple departments to ensure seamless customer interactions. Join a forward-thinking organization committed to excellence and community welfare in the heart of London.

Qualifications

• Experience in customer service management, ideally in sports or entertainment.
• Strong leadership and coaching skills to inspire the team.

Responsibilities

• Lead and motivate the customer care team to ensure a first-class experience.
• Monitor KPIs and refine customer service processes for improvement.

Skills

Customer Service Management

Leadership Skills

Data-Driven Decision Making

Excellent Communication

CRM and Analytics Tools

Process Improvement

Problem Solving

Tools

CRM Tools

Analytics Tools

Job description

Join to apply for the Customer Care Manager role at Tottenham Hotspur Football Club

Get AI-powered advice on this job and more exclusive features.

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

Led by the late 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 in 1963. Spurs has been home to legendary players such as Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son, and Harry Kane.

In April 2019, the club opened a new iconic stadium, part of a £1 billion regeneration project in North Tottenham. It is the largest football stadium in London, hosting football, NFL, boxing, rugby, concerts, and other events, including tours and skywalks.

The development has created over 4,000 jobs locally and contributed approximately £300 million annually to the local economy.

Tottenham Hotspur boasts a strong academy, a £100 million training center, global sponsorships with AIA and Nike, and a commitment to environmental sustainability, being named the greenest club in the Premier League for three years and aiming for net-zero carbon by 2040.

The club's Foundation works to improve community welfare through various social programs.

The role of Customer Care Manager involves leading the customer service team across multiple club areas, ensuring a first-class experience for all visitors and customers, including ticketing, retail, and attractions.

Job Purpose: To lead and develop the customer care team, enhancing customer experience through innovative, customer-centric strategies and continuous service improvement.

Key Responsibilities:

1. Lead, train, and motivate the customer care team.
2. Promote a culture of excellence and continuous improvement.
3. Plan workforce schedules to optimize service levels.
4. Monitor KPIs and use insights for ongoing improvement.
5. Refine customer service processes and implement innovative strategies.
6. Develop onboarding and training procedures for team efficiency.
7. Address barriers to service delivery, using customer feedback for improvements.
8. Collaborate with internal departments for seamless customer interactions.
9. Prepare and present regular customer service reports to senior management.
10. Manage escalated issues to protect the club’s reputation.
11. Communicate policies and updates to the customer care team.

Person Specification:

• Innovative thinker with proactive ideas.
• Respectful, collaborative, and relationship-builder.
• Responsible and high standards-focused.
• Energetic, inspiring leader.
• Strong problem-solving skills.
• Adaptable and open to new ideas.
• Team-oriented and inclusive.
• Resilient, detail-oriented, results-driven.

Skills and Experience:

• Experience in customer service management, ideally in sports or entertainment.
• Leadership and coaching skills.
• Experience in transforming customer service teams.
• Data-driven decision-making skills.
• Excellent communication skills.
• Experience with CRM and analytics tools.
• Passion for football and live events.
• Proven track record of process improvement and innovation.

Note: Safeguarding is fundamental. This role does not require a DBS check initially, but future checks may be conducted.