Premium Experience Executive

Tottenham Hotspur Football Club; Greater London; In loco; GBP 26.000 - 38.000; Tempo pieno

Descrizione del lavoro

Tottenham Hotspur Football Club is seeking a Premium Experience Executive to elevate hospitality standards for Premium Members and guests. You will work closely with Sales and Operations to deliver memorable experiences and reflect the Club’s brand values across events and matchdays.

Based at Lilywhite House in London, the role requires shift work including mornings, evenings, weekends and Bank Holidays, with a passion for exceptional customer service in a premier sporting environment.

Competenze

• CRM experience with Salesforce is required.
• Proficient use of Microsoft Office (PowerPoint, Word, Excel, email).
• Polite and friendly with a commitment to excellent customer service.
• Excellent verbal and written communication.
• Experience with ticketing systems is desirable.

Mansioni

• Develop and maintain strong relationships with Seasonal Premium Members.
• Serve as the primary point of contact for Premium guests and Members, addressing inquiries and resolving issues promptly.
• Regularly communicate with Premium Members to ensure their needs are met and gather feedback for improvement.
• Coordinate and oversee all aspects of the Premium experience during events and matchdays.
• Ensure premium areas are prepared to the highest standards before, during, and after events.
• Assist the sales team in identifying potential premium clients and supporting the sales process.
• Participate in sales presentations and tours of premium areas for prospective clients.
• Provide personalised service to Premium Members and guests, creating WOW moments.
• Handle VIP and special guest arrangements for a seamless experience.
• Maintain records of client interactions and feedback; prepare performance reports.

Conoscenze

Salesforce CRM

MS Office

Customer service

Communication

Ticketing systems

Autonomous work

Sports interest

Descrizione del lavoro

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women's Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that's always dared to push boundaries, breaking new ground and rewriting history.

We are at our brightest when we're all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.

We're at our brightest when we're all together. Our Club, our teams, our community.

The Role

We're currently recruiting a Premium Experience Executive within our Premium Experience team to help us take things to the next level.

This role involves managing all aspects of the premium hospitality services, ensuring the highest standards of service, and creating memorable and engaging experiences that reflect the Club's brand and values. The Premium Experience Executive will work closely with the sales and operations teams to develop and implement innovative strategies that enhance customer satisfaction, drive loyalty, and support the club's commercial objectives. This role requires a passion for football, a strong commitment to excellence, and the ability to build and maintain strong relationships with key stakeholders.

Key Responsibilities

• Develop and maintain strong relationships with Seasonal Premium Members
• Serve as the primary point of contact for Premium guests and Members, addressing inquiries and resolving issues promptly
• Regularly communicate with Premium Members to ensure their needs are met and to gather feedback for continuous improvement
• Coordinate and oversee all aspects of the Premium experience during events, including collecting dietary requirements, managing and collating guests list and co-ordinate any special requests
• Ensure that all premium areas are prepared and maintained to the highest standards before, during, and after events, including liaising with the logistical and events team to ensure correct matchday and event day set up is in place
• Assist the sales team in identifying potential premium clients and supporting the sales process
• Participate in sales presentations and tours of premium areas for prospective clients as and when required
• Provide personalised service to Premium Members and guests, anticipating their needs and exceeding their expectations, creating surprise and delight and WOW moments
• Handle VIP and special guest arrangements, ensuring a seamless and luxurious experience
• Maintain accurate records of client interactions, preferences, and feedback
• Prepare reports on premium experience performance and client satisfaction
• Manage the Premium inventory within XR
• Responsible for accurate billing of Premium seats and services as and when required
• Manage the logistics and fulfilment of premium benefits and amenities and amenities

The Premium Experience Executive role is based out of the Club's headquarters in Lilywhite House. Due to the nature of the role, the position will include shiftwork to include mornings, evenings, weekends and/or Bank Holidays, so a flexible candidate is sought.

Person Specification

What you will bring

• CRM experience - ideally Salesforce
• Competent in the use of Microsoft Office - Power Point, Word, Excel, and email
• Polite and friendly with a commitment to excellent customer service
• Able to work under pressure whilst maintaining professionalism and good humour
• Experience in the use of ticketing systems is desirable
• Excellent verbal and written communication
• Ability to prioritise & to work autonomously
• Knowledge of and an interest in sport and entertainment

About you

• Thinks ahead, generates ideas, commercially minded
• Values & respects others, builds relationships, collaborates
• Gets things done, delivers to high standards, takes responsibility
• Thinks ahead, generates ideas, commercially minded
• Values & respects others, builds relationships, collaborates
• Gets things done, delivers to high standards, takes responsibility

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.

Reasonable Adjustments

We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.

Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.