Fan Experience Team Leader

Full Time
24 / 12

Tottenham Hotspur is a world-famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building for long-term success, which will include a new world-class stadium and Training centre. 

The Club has an exciting opportunity for a Fan Experience Team Leader and are 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.

All applicants should have enthusiasm and high customer service aspirations, and an understanding of how Retail can support business and sport. In addition, they should have excellent communication skills and the proven ability to work within a large workforce.

The role will involve working five out of seven days per week and will require some early starts and late finishes including all events.

Full description

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.



  • Delivering high customer service levels within the retail store, ensuring best in class experiences for all visitors.
  • Carrying out and overseeing customer shirt and hero printing, including management of the print location.
  • 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.
  • 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 have understood 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.


  • 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.


  • 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 work in pressurised 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 and setbacks that occur
  • Organised and proactive
  • Outgoing with a positive, can do attitude


  • Relevant experience within the retail industry, with experience in event retailing and working in a busy retail environment
  • 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

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


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