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

Led by the late great 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 two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
Commercial partnerships with globally-recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.

The Club has an exciting opportunity for a Fan Experience Retail Assistant 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.

Job Purpose

The Fan Experience Retail Assistant will support the delivery of sales and profit through excellent operational, sales focus and excellent customer service on a day-to-day basis in Retail for the Tottenham Experience. This role is key to delivering exceptional customer service and creating an excellent fan experience for all visitors.

Primary Responsibilities

Delivering high customer service levels within the retail store, ensuring best in class experiences for all visitors including third parties.
Dealing with customer queries,

Customer shirt and hero printing, including upkeep of the print location.
Have a can-do attitude for add on sales.
Approaching visitors, engaging and communicating relevant information that is beneficial to the business
Upselling the club tours and skywalk attractions to visitors.

Focusing on proactive selling to ensure targets are met and sales are maximized.
Attending the daily staff briefing and following team instructions.
Assisting the Visitor Attractions team to ensure that the fans receive the optimum experience in the Tottenham Experience store.
Using the EPOS system, including exchanges and refunds and the ability to change till rolls and general till transactions.

Assisting on the training of casual staff.
Assist with the Company Stocktakes.
Supervising casual staff on all trading days including event days.
Engaging with the PDR process.
Assisting with opening and closing of the shop as required.
Answering external and internal phone calls and dealing with queries
Setting up and breaking down events which may include manual handling tasks.
Representing the Club by exhibiting Spurs Way behaviours.
Any other duties as required for the effective running of the store.

Secondary Responsibilities

Assisting the Stock and Sales Team as required, for example to cover annual leave or for the needs of the business.
Assisting with floor layouts with the focus on standards of merchandising to maximise sales and profit, as required.
Assisting with the delivery of visual merchandising activities such as mannequin displays, POS, and shop windows, as required.
Assisting on internal stadium event day retailing, including set up, delivery and collection of stock, as required.
Assisting on delivery receipt, put-away handling, and stock room re-plenishment.
Assisting on shop floor replenishment, as required.
Supporting on both pre-match and post-match operational set up for events, as required.

Personal Attriubites

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 pressurized 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.
Creative, energetic and target driven
Attentive and observant, able to make decisions quickly and adapting to situations that arise in the store.
A proactive, friendly, and flexible approach.
Has a can-do attitude
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

Skills And Experience

Relevant experience within the retail industry, with experience in event retailing and working in a busy retail environment
High Standard of organisational skills
High Standard of communication and interpersonal abilities
An understanding of Microsoft office packages.
Experience in using retail EPOS systems
Demonstrable ability to carry out detailed tasks with minimal direction or supervision.
Awareness and understanding of equality, diversity, and inclusion.
Ability to make quick decisions in a fast-paced environment
Confident at raising standards and overseeing the delivery of exceptional customer experiences
Proven ability of meeting sales targets
Skilled salesperson

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 standard background and DBS checks.

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

Tottenham Experience Retail Assistant