Location: London Area, England, United Kingdom. Click inside to apply.
GLOAbout the job
Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.
One Hotspur is the paid membership programme at Spurs. We have driven double digit growth every season since 2020 and with over 280,000 members, it is one of the largest membership programmes in the Premier League. The programme combines match ticket access with discounts and offers on Club and partner products and access to One Hotspur Moments, our rewards and events programme exclusively for Members.
We are currently recruiting a Senior Membership Manager to join a small but high performing team. This role will report to the Head of Memberships and Subscription and has 2 direct reports.
KEY RESPONSIBILITIES:
- Support on development and management of retention and acquisition strategy for One Hotspur Membership
- Manage a membership budget of £2m across acquisition, retention and in-life
- Manage Trading calendar for Memberships – identifying key sales opportunities throughout the season and build out sales promotions and offers to help drive Membership sales
- Provide product support to marketing to deliver on their acquisition targets
- Create a robust retention strategy to nurture new members and deliver value to existing members
- Plan and execute membership renewals and ensure churn targets are met
- Manage the One Hotspur Hub – an online Member portal where Members can access benefits and engage with non-ticketing Member benefits – and drive Hub log ins and engagement.
- Manage the junior pack process, including product selection, warehouse relationship management, integrations and APIs
- Produce a comprehensive cross-sell strategy, using new sales channels to support wider business goals, and sell membership
- Manage product content on THFC.com and work with Ticket Office and TicketMaster on delivering best in class user experience on eticketing
- Continually test and optimise our website performance.
- Deliver a market-leading rewards programme through One Hotspur Moments
- Work closely with Supporter Services team to ensure we are delivering great fan experience and minimise complaints and inbound enquiries
- Manage two membership executives.
PERSONAL ATTRIBUTES:
- Thinks ahead, generates innovative ideas.
- Values & respects others, builds relationships, collaborates.
- Gets things done, delivers to highest of standards, takes responsibility.
- Strong commercial acumen
- Thinks ahead, self-motivated and driven.
- Excellent communicator with the ability to influence and lead complex large-scale campaigns.
SKILLS AND EXPERIENCE:
- Membership or Subscription management experience – experience managing subscription databases, devising strategies to retain and grow membership numbers and engaging with existing subscribers.
- Strong analytical skills – needed to evaluate membership data, identify trends, and make data-driven decisions to optimize membership programs and initiatives.
- Commercial Acumen – the ability to make commercially sound decisions which drive revenues and profitability of the Membership programme
- Problem-Solving Skills: The capacity to identify challenges and develop innovative solutions to overcome them, whether they relate to membership acquisition, retention, or engagement.
- Leadership Skills – required for guiding motivating and managing your team to achieve the Membership team goals.
- Understanding of Football Industry: An understanding of the football industry, fan culture, and current trends, is beneficial for effectively engaging with One Hotspur members and tailoring membership offerings to meet their needs.
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, or ethnic and national origins, religion or belief, or sexual orientation.
Source: Tottenham Hotspur Football Club
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