Retail Sales Associate in London

Your normal working hours will be 35 hours per week, worked over four shifts. Shift start and finish times will vary between 08:00 and 22:00, Monday to Sunday inclusive, and each shift will include a one-hour unpaid lunch break. The exact timing and length of each shift will be scheduled in advance. Hours will vary for non-match days and match days and/or major events, and may include later finishes for evening matches and/or events.

KEY PURPOSE OF ROLE

To assist with the efficient and profitable online and customer facing shopfloor operations of the Cricket Equipment, MCC and Lord's Shops located within Lord's Cricket Ground on match and non-match days while assisting with the effective operation of all stock functions and delivering best in class customer service. Ability to provide tailored advice on cricket equipment to all customers.

KEY TASKS AND ACCOUNTABILITIES

• Day-to-day running primarily of the Cricket Equipment Shop located within the Lord's Performance Centre, when the Retail Supervisor is absent and with the ability to support in the MCC Members' and Lord's Shops as required.
• Ability to assist with Online Store operations, including stock control, dispatch, delivery, returns, exchanges, faulty stock and Click & Collect.
• Develop existing cricket equipment product knowledge to provide customers advice and guidance on product selection, in addition to training Retail Casuals.
• Lead by example by providing customers with the highest level of service in keeping with the wider Retail experience.
• Offer a range of solutions by presenting various products that meet diverse needs and budgets of customers.
• Process transactions quickly and accurately on tills, or EPOS devices to provide a seamless service to the customer and guaranteeing stock accuracy.
• Knowledge of the EPOS system, opening, closing and cashing up procedures.
• Assist Retail Operations Team with deliveries, stock discrepancies, delivery notes and shop floor and stockroom replenishment.
• Ensure appropriate stock and quantities are delivered in a timely manner and to the appropriate Shop(s).
• Assisting with the delivery of visual merchandising activities such as displays, POS, and shop windows, as required.
• Support Retail Operations Team with stocktakes and ensure all areas of the stockroom are well maintained, organised, clean and tidy.
• Prepare and print signage for Shops and update as required with new stock and changes to shop layouts.
• General administrative duties, including answering telephone calls and monitoring the Lord's Shop inbox and voicemails and respond to enquiries within 48-hours.
• Work proactively towards Team and individual KPIs and revenue targets.
• Train, motivate and manage Retail Casuals as detailed by ROAMs.

This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.

VARIATIONS OF JOB RELATING TO MATCHES

• Attendance at all match days, with extended hours as appropriate, including evenings and weekends.
• Supervision of Casual Staff as detailed by ROAMs.
• Significant flexibility is required around working shift patterns and working weekends regularly.
• Any other duties as required whether in the Department or elsewhere around the Ground.

VALUES AND BEHAVIOURS

• SMART - We use our knowledge and expertise to ensure that everything we do looks, sounds and feels high quality.
• ATTENTIVE - We are open and welcoming to all, always paying close attention to people's needs.
• ORIGINAL - We are proud of our history and constantly seek to evolve and innovate.
• TOGETHER - Like players, we help each other to achieve our collective goals and be our personal best.

PERSON SPECIFICATIONS & SKILLS, EXPERIENCE AND QUALIFICATIONS

Essential

• Have a genuine passion for sport, especially cricket and enjoy sharing your expertise and enthusiasm with others.
• Experience of working in a customer-facing role in sport, or similar fast-paced environment.
• Excellent customer service skills with a guest-focussed attitude.
• Experience dealing with complex situations and resolving problems, while remaining focussed on delivering an excellent customer experience.
• Punctual and willing to be flexible, especially around shift patterns.
• Confident, outgoing and enthusiastic.
• Trustworthy, hardworking, proactive and reliable.
• Excellent communication and English language skills.
• Self-motivated and able to work independently and, without supervision as well as part of a team.
• Ability to work under pressure, while maintaining a high level of accuracy and attention to detail.
• Highly organised with the ability to manage multiple tasks and deadlines.
• Experience processing deliveries accurately.
• Reporting discrepancies and problems to Manager(s) and Supervisor.

Desired

• Strong leadership and team management skills.
• Worked within Stockroom environments.
• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.