Deputy Head of Retail Operations

Key Responsibilities

• Lead Retail operations on match days and events 
• Operate effectively within a complex stadium environment, delivering high‑volume service across the Retail department 
• Run briefings and manage salaried managers, supervisors, and casual teams 
• Ensure operational standards, service delivery, and compliance are met 
• Act as a senior escalation point during live events 

• Take ownership of specific Retail areas or work streams as required 
• Support event planning, build, and post-event processes 
• Oversee stock readiness, set-up standards, and operational execution 
• Ensure consistency across all outlets and service points 
• Support medium‑term operational planning and readiness for future growth across the Retail department 

• Support the Head of Retail in leading and developing the salaried team 
• Coach supervisors and section managers to improve performance 
• Help build a strong, engaged casual workforce 
• Step up to lead the full operation when required 

• Support delivery of revenue targets and spend per head 
• Monitor labour, stock, and wastage to support cost control 
• Identify opportunities to improve efficiency and performance 
• Contribute to continuous improvement across the department 

• Work closely with Logistics, Culinary, Tech, and Finance teams 
• Support alignment across Retail, Hospitality, and wider F&B operations 
• Contribute to planning for new spaces and operational changes 
• Represent Retail department operations confidently in match day, event, and planning forums with internal and client stakeholders 

• Ensure adherence to food safety, health & safety, and licensing regulations 
• Maintain high operational standards across all Retail areas 
• Support audits, checks, and continuous improvement in compliance 

Skills, Knowledge & Expertise

• Proven leadership experience in F&B, hospitality, catering, QSR, or similar service environments. 
• Skilled in managing large, diverse teams in fast-paced, high-pressure settings. 
• A strong track record of delivering exceptional customer service. 
• Knowledge of food safety, health & safety legislation, and operational best practice. 
• Excellent organisational skills with the ability to juggle multiple priorities. 
• Strong admin and tech skills—Excel, EPOS systems, and reporting tools.

Job Benefits

• Private Medical Insurance (Vitality) – including Virtual GP access and rewards 
• Group Life Assurance – 4x salary paid to your nominated beneficiary 
• Birthday Day Off – an extra day to celebrate 
• Complimentary Meals on Shift – breakfast, lunch, fruit and hot drinks 
• Access to discounted Tickets at Co-op Live subject to availability  
• Employee Assistance Programme & Wellbeing Platform – including counselling support 
• Employee Discounts Platform (Blackhawk) – cashback and savings across major retailers 
• Company Pension Scheme 
• Generous Holiday Allowance – plus bank holidays 
• Career Development Opportunities – with progression across the campus