Retail Megastore Manager

The Retail Megastore Manager will lead the day-to-day running of Chelsea FC’s flagship retail store, ensuring an exceptional customer experience, maximizing sales performance, and maintaining operational excellence. This role requires a dynamic leader with strong commercial acumen, a passion for retail, and the ability to deliver against ambitious revenue targets while upholding the Chelsea FC brand values.

You will be responsible for:

• Team Management: Recruiting, training, and developing a high-performing team, with a culture of excellence and accountability. Implementing staff scheduling and performance reviews to optimise productivity and engagement. Mentoring direct reports, with targeted growth plans for career development.
• Customer Experience: Ensuring the store offers an intuitive, seamless experience through exceptional visual merchandising, clear wayfinding, and innovative space planning that reflects Chelsea FC’s brand values. Training and empowering staff to provide personalised, knowledgeable assistance, creating a welcoming environment that exceeds customer expectations and drives engagement. Upholding the highest standards of cleanliness, product display, and brand aesthetics to reinforce a premium look and feel throughout the megastore. Driving sales through effective merchandising and upselling initiatives. Implementing store layout and product zoning strategies to maximize sales, improve conversion and customer flow. Regularly reviewing and adapting layouts based on performance analytics and seasonal assortments. Coordinating with Marketing and Retail Activation team for in-store campaigns and events.
• Operational Leadership: Working with Senior Operations Manager to enhance all other retail touchpoints – MD store and kiosks, pop-up units, click and collect and corporate hospitality/VIP sales. Ensuring all retail outlets operate efficiently and profitably, meeting KPIs and budget targets. Managing stock levels, ensuring accurate replenishment, interbranch transfers and minimising shrinkage.
• Compliance & Reporting: Ensuring adherence to company policies, financial procedures, and legal requirements. Providing regular reports on store performance, staffing, and operational issues to senior management.

KPIs & Key Success Metrics:

• Achieving monthly and annual revenue targets for the megastore.
• Delivering year-on-year growth in sales and average order value.
• Maintaining a Customer Satisfaction Score of 90% or above.
• Achieving Net Promoter Score targets set by the Retail team.
• Keeping stock loss/shrinkage below pre-defined % of total sales.
• Ensuring 100% compliance with health and safety and operational audits.
• Maintaining staff turnover below industry benchmark.
• Achieving training completion rates of 100% for all team members.
• Operating within approved budget and delivering cost savings where possible.

You will have:

• Proven experience managing a high-volume retail store, preferably in sports, fashion, or lifestyle sectors.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Exceptional customer service skills and a passion for delivering premium experiences.
• Strong organisational and problem-solving abilities with attention to detail.
• Proficiency in retail systems and Microsoft Office applications.

Qualifications:

• Significant experience of retail management in a flagship or megastore environment.
• Degree or equivalent qualification in Business, Retail Management, or related field (preferred).

Benefits:

• 25 days annual leave (+ Bank Holidays). After three years’ service, AL days increase to 28.
• Pension Contribution (5%).
• Life Assurance (4 x base salary).
• Private healthcare through Vitality.
• C2W (Cycle to Work scheme).
• Chelsea Ticket Membership Program – enables employees to purchase tickets for home games 49 days prior to the match.
• Free staff lunches at Stamford Bridge (Mon-Fri).
• Discount on club and club-affiliated products (Megastore, Nike 25% discount, Stadium Tours, onsite bar/restaurant etc).
• Employee Assistance Program, Mental Health first aiders and a strong well-being community.

Our commitment to Equality, Diversity and Inclusion: At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.