Supporter Engagement and Communications Executive

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 is seeking a Supporter Engagement & Communications Executive to support an industry leading approach to supporter engagement, with a key focus on communications and PR around fan initiatives, working closely with key supporters’ groups and individual fans.

This is an exciting new role for an individual with a starting background in professional public relations or communications. Sitting within our Supporter Engagement team, the Supporter Engagement and Communications Executive will be personable, driven and enthusiastic, with a passion for always delivering the highest standards of service in a fast-paced and dynamic environment.

Key responsibilities

• Identify positive news stories from around the fanbase with a view to amplification across key Club communication channels and external media, working closely with the Club’s PR team
• Lead on communicating key information around the fan experience on matchdays – including travel advice – both home and away and for third-party events at Tottenham Hotspur Stadium
• Monitor and analyse trends in fan sentiment across all media channels to produce reports on the latest supporter feedback
• Create fan engagement communications that are relevant, informative, entertaining, and engaging for the audience
• Maintain a calendar for supporter communications, liaising with supporters’ groups such as Tottenham Hotspur Supporters’ Trust, Proud Lilywhites, Spurs Ability, Spurs REACH, Tottenham Hotspur Women Supporters’ Club and Women of the Lane
• Act as a point of liaison for supporters at matches, including home, away and in Europe to ensure the best possible experience, supporting fan-led atmosphere initiatives and liaising with opposition clubs to provide key information
• Maintain the Fan Engagement section of the Club website, Fan Engagement Plan and annual Fan Engagement Report, updating content and communications in line with the Club’s fan engagement activities
• Coordinate supporter meetings relating to the Club’s appeals process, communicating with individual supporters in line with the Clubs Sanctions and Banning Policy

Person specification

Personal attributes

• Excellent interpersonal skills
• Thinks ahead, generates innovative ideas
• Values and respects others, builds relationships, collaborates and is committed to the principles of equality, diversity and inclusion
• Clear passion and enthusiasm for football fandom and delivering excellent service and experience
• Good listener, patient, with the ability to understand all points of view. Capable of dealing with difficult supporter-facing situations with sensitivity and professionalism
• Skilled communicator, able to analyse and present feedback to inform and influence key stakeholders and decisions
• Gets things done, delivers to highest of standards, takes responsibility
• Strong communication (written and verbal) and relationship-building skills
• Organised, proactive and self-sufficient with strong attention to detail
• Works well under pressure in a fast-paced, dynamic environment
• Supportive of colleagues and eager to contribute to the team's success

Skills and experience

• Experience working in a communications/PR or customer/fan engagement role, inside or outside of sports
• Clear, engaging and responsive written and verbal communication skills
• Ability to project a professional image and build rapport with supporters and internal and external stakeholders
• A good understanding and knowledge of supporter engagement principles, specifically in relation to the football industry
• Clear, engaging and responsive written and verbal communication skills
• Experience of liaising with and managing relations with key internal and external stakeholders
• IT literate, with good knowledge of Microsoft Office suite