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Tottenham Hotspur FC

Tottenham Hotspur FC

Membership Services Executive


Role Type



Posting Date

Aug 28, 2023

Role description

Job description

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 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 ambition to attract, develop and retain the best talent.
Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world leading providers of life insurance services, and Nike, the world 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.

Job Purpose:

To assist the sales team in executing all new business and repeat business sales for seasonal members and match by match customers, whilst supporting the department with all needs that will help to deliver an exceptional guest experience.

To devise, implement and oversee efficient administration processes for a selection of key accounts allocated to you.

To support the sales team by identifying upgrade opportunities and using CRM to log all client interaction.

To assist the Premium team in resolving all guests complaints, trouble shoot issues, manage account requests, renew, and extend guest membership terms.
Key Responsibilities:

Responsible for making yourself known as a key point of contact and get the internal team and membership to trust in you to help with their requirements should they have any queries, requests, or outstanding issues.
Support the sales team in encouraging all members to add to their contracted period to exceed team retention targets.
Ensure that all renewals, newsletters, gifts, and tickets are sent to allocated members.
In conjunction with the sales team, process bookings and update inventory schedules as required.
To liaise with all internal departments (e.g., ticketing, catering, marketing, etc.) and specifically the sales team to ensure all members and guests requirements are delivered.
To assist in invoicing all seasonal and matchday sales
To support all areas of the premium department and the wider business as and when required
Support the delivery of all other Membership benefits where required, including transport services and Spurs Signature
Complete all administrative tasks required for the delivery of THFC matchday and third-party events, including seat plotting and ticket/itinerary fulfilment.

Personal Attributes:

Thinks ahead, generates ideas, commercially minded.
Values respects others, builds relationships, collaborates.
Gets things done, delivers to high standards, takes responsibility.
Organised with a drive for flair and efficiency.
A cheerful disposition and good sense of humour
Able to work under pressure while maintaining standards and positive attitude.

Skills And Experience:

CRM experience.
Competent in the use of Microsoft Office - Power Point, Word, Excel, email, and internet.
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.
Ability to work autonomously.
Knowledge of and an interest in sport and entertainment.

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 background and 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

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