Retail Manager - Fan Experience

Job Description

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.Due to the nature of the industry and the role, out-of-office hours work is required across evenings, weekends, and bank holidays.We are looking for the right person to help deliver the ultimate fan experience at the Tottenham Hotspur Stadium. This role has been created to ensure every guest visiting the Tottenham Experience flagship store has a world class, memorable experience.Suitable candidates will be obsessed with customer service and be natural motivators.The role would suit someone working as a team leader or store manager, who has experience in training and motivating a team and is ready for their next step.JOB PURPOSE:The Retail Manager - Fan Experience is responsible for ensuring that every member of the team delivers the ultimate fan 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 works to recruit, train and develop full time and casual staff, inspiring a highly responsive service culture in stores, and creating Tottenham Hotspur fans for life.KEY RELATIONSHIPS:

• Head of Retail Operations, Stadium Retail Merch Manager, Stadium Retail Merch Manager
• All Retail Departments - in particular Warehousing, Buying and Merchandising, E-commerce
• Other Club departments: Finance, IT & Technology, HR, and stakeholders at the Training Centre
• Marketing, Visitor Attractions
• Third Party Suppliers
• NFL, F1, Saracens, and other third parties

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 Rightto 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.
• Be responsible for 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.
• Oversee all processes & procedure around exchanges, refunds & complaints.
• Collaborate across all club departments to seek new opportunities, guarantee alignment and enhance guest experience.
• Collaborate with club departments to take advantage & optimize store event space.
• Set performance KPI’s, manage & motivate team to deliver accordingly.
• Collaborate with Operations and Merchandising Managers to deliver event days and non-event day briefings.
• Be a role model for the Spurs Way Behaviours.
• Support the Club in achieving its overall objectives, including DEI.
• Ensure compliance with Club and competition policies and procedures.

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.

SKILLS AND EXPERIENCE:

• Significant and demonstratable experience in retail, ideally in a similar role
• Proven track record of raising standards and overseeing the delivery of exceptional customer experiences.
• Management within the Retail Operations industry.
• Managing, leading and motivating large teams.
• Values & respects others, builds relationships, communicates, collaborates
• Be a self-starter with the ability to excel through times of growth, ambiguity, and change.
• 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.

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in various backgroundand DBS checks.Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.

Keyskills :
Customer ExperienceRetail management