Team Leader - Tottenham Experience

Tottenham Hotspur Football Club; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

A leading football club in Greater London is seeking a Team Leader for the Tottenham Experience to enhance the customer experience at their retail store. This role involves managing a team, delivering high service levels, and implementing effective merchandising standards. Candidates should have significant retail experience, strong leadership skills, and a positive attitude. The role requires flexible working hours, including evenings and weekends. Join a dynamic team in an iconic sporting environment.

Qualifications

• Significant experience in retail or football industry.
• Proven ability to manage and motivate large teams.
• Excellent customer service and communication skills.
• Strong analytical skills and attention to detail.

Responsibilities

• Deliver high customer service levels in retail store.
• Oversee customer printing and manage the print area.
• Conduct daily staff briefings and handle operations.
• Implement floor layouts and manage merchandising standards.
• Set KPIs and motivate team to meet objectives.
• Manage queues for speed and efficiency without compromising service.
• Set and monitor KPIs; motivate the team to meet targets.
• Maintain product knowledge across Nike and Spurs ranges and share with the team.

Skills

Retail experience

Team leadership

Customer service

Analytical skills

HR processes

Attention to detail

Job description

Join to apply for the Team Leader - Tottenham Experience role at Tottenham Hotspur Football Club

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 offer world‑class facilities: In 2019, we opened our state‑of‑the‑art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

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

There is only one Hotspur. Tottenham Hotspur.

The Role

We are looking for enthusiastic and focused individuals to join our retail team to assist the managers and ensuring that every member of the team delivers the ultimate experience at the Tottenham Hotspur stadium and creating Tottenham Hotspur fans for life. Working as a key part of the retail management team, the role is to recruit, train and develop full‑time and casual staff, inspiring a highly responsive culture in stores.

Key Responsibilities

• Deliver high customer service levels within the retail store, ensuring best‑in‑class experience for all visitors.
• Carry out and oversee customer shirt and hero printing, including managing the print area.
• Deliver a daily staff briefing, implementing processes and procedures such as Health and Safety and any objectives set by the management team.
• Implement floor layouts with the buying and merchandising team, focusing on trading densities and standards of merchandising to maximise sales.
• Set up pre‑match and post‑match operational set‑ups for events, as required.
• Act as a role model for the Spurs way, implementing and ensuring that these values are set.
• Manage queue to balance speed and efficiency without impacting the customer experience.
• Set and maintain KPIs, managing and motivating the team to ensure these are delivered within set time parameters.
• Be an expert on all product knowledge across all Nike and Spurs ranges, understanding key features and benefits and cascading this to the team.

Skills & Experience

• Significant, demonstrable experience in retail event or football industry, or ideally in a similar role.
• Managing, leading, and motivating large teams with all policies and procedures.
• Self‑starter ability to excel through times of growth, ambiguity, and change.
• Ability to make quick decisions in a fast‑paced environment.
• Ability to carry out detailed tasks with minimal discretion or supervision.
• Proven track record of raising standards and delivering exceptional customer service.
• Proven success and awareness within employee relations and equality and diversity.
• Strong analytical skills and acute attention to detail.
• Proven track record of HR processes and procedures.
• Outstanding communication and interpersonal abilities.

Personal Attributes

• Gets things done, delivers to the highest standards, takes responsibility.
• Effective communication and customer service skills.
• Ability to work in a fast‑paced and pressurised environment calmly and effectively.
• Positive attitude and willingness to work flexible hours, including evenings and weekends.
• Enjoys working individually or as part of a large team when required.
• Resilient and initiative‑taking approach to tasks.
• Willingness to work as and when required.
• Capable of handling high‑pressure environments calmly.
• Thinks ahead, generates innovative ideas.
• Values and respects others, builds relationships, collaborates with others.
• Builds and maintains excellent working relationships with internal and external stakeholders.

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire, and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us

• DREAM THE IMPOSSIBLE – Impossible made possible when we think outside the box.
• DARE TO CHANGE THE GAME – Relentlessly strive for glory and leave our mark on the world.
• DO IT OUR WAY – Win the right way, never at all costs.

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are subject to various background, DBS, and reference checks 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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other – Spectator Sports and Sports Teams and Clubs