The Deputy Head of Retail Operations is the number two to the Head of Retail Operations, playing a key role in leading the day‑to‑day delivery of Retail operations across General Admission and Premium Retail environments, across the Etihad Stadium.
This is a hands-on leadership role, responsible for driving match day execution, supporting operational planning, and leading teams across both Retail and Premium areas.
You will take ownership of key areas of the operation, stepping in to lead in the absence of the Head of Retail Operations, while also supporting the ongoing development, structure, and performance of the department.
This role combines operational delivery with leadership and development, within a fast-paced, high-volume environment.
Match Day & Event Leadership
- 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
Operational Ownership
- 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
Team Leadership & Development
- 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
Commercial & Performance Focus
- 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
Cross-Team Collaboration
- 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
Compliance & Standards
- 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
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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.
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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
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