Retail Operations Manager

Who are we

Surrey County Cricket Club is committed to making sure cricket is a game for everyone. We believe that cricket should be based on the concepts of fair play, teamwork, and meritocracy and we know that there is work to do to make cricket truly accessible. We are looking for people to join us on the journey of handing cricket over to future generations as the most inclusive and diverse sport in the world.

The Position

We are seeking an experienced and dynamic Retail Operations Manager to oversee all retail operations at the Kia Oval. The role is pivotal in delivering an exceptional retail experience to fans and visitors, while ensuring commercial performance targets are met.

You will be responsible for managing stock, staff, and day-to-day retail operations, while maintaining strong profit margins and aligning with the venue\’s high standards of service and brand values.

Requirements

What you\’ll do

Operational & Financial Management

• Oversee the end-to-end retail operation across matchdays, events, and non-matchday trading.
• Manage stock levels, purchasing, replenishment, and inventory control systems to minimise loss and maximise profitability.
• Ensure a minimum 40% gross profit margin is consistently achieved across all retail operations.
• Work with finance and procurement teams to set pricing, analyse sales data, and forecast demand.
• Implement efficient processes to optimise sales and control costs.

Staff Recruitment & Management

• Recruit, train, schedule, and lead a team of retail supervisors and matchday staff.
• Foster a positive, motivated, and customer-focused team culture.
• Ensure compliance with HR policies, health & safety regulations, and safeguarding requirements.
• Monitor staff performance and provide coaching, feedback, and development opportunities.

Customer Experience & Brand Standards

• Ensure the highest standards of customer service across all retail outlets.
• Uphold and enhance the Kia Oval brand by delivering a consistent retail experience.
• Resolve escalated customer issues efficiently and professionally.
• Collaborate with marketing and merchandising teams to deliver creative retail promotions and product launches.

Compliance & Reporting

• Ensure full compliance with health, safety, and licensing regulations.
• Maintain accurate records for audits, reporting, and stock reconciliation.
• Produce regular reports on sales, margins, and operational performance for senior management.

Continuous Improvement

• Identify opportunities to enhance operational efficiency, sales performance, and customer satisfaction.
• Keep abreast of industry trends and competitor activity to ensure the Kia Oval\’s retail operation remains market-leading.
• Drive sustainability initiatives within the retail operation, including waste reduction and ethical sourcing.

The Person

The successful candidate will have the following experience / skills / qualities:

• Proven experience in retail or venue operations management, ideally within a sports, leisure, or large event environment.
• Strong commercial acumen with a track record of delivering profitability targets.
• Excellent leadership and people management skills.
• Strong organisational and problem-solving ability, with the capacity to work under pressure and to tight deadlines.
• Excellent communication and interpersonal skills.
• Proficient in stock management systems and MS Office applications.
• Flexible approach to working hours, including evenings, weekends, and matchdays.

Benefits

£40,000 per annum

5% Club Bonus Scheme

Sales Commission scheme

23 days holiday increasing to 28 days based on length of service

Non-Contributory Pension scheme / Private Health Care

Membership for domestic games, Tickets for International Games and loads more

What We Offer

• Opportunity to work at one of the world\’s most iconic cricket venues.
• A vibrant and supportive team environment.
• Competitive salary and benefits package
• Career development and training opportunities

To Apply

Please apply with a CV and cover letter outlining why you are suitable for this role and stating current salary.

Closing date for applications is 5pm on Monday 6 October. The first stage of interviews will take place on the week commencing Monday 13 October in-person at the Kia Oval.

We want to make all opportunities at Surrey County Cricket Club accessible to anyone who wants to apply. If submitting a written application is not the best way to tell us about your skills and experience, please let us know and we will discuss it with you.

At Surrey County Cricket Club, we really understand the importance of different voices, experiences, perspectives and backgrounds within all workforces. Our workforce is no different and we strongly encourage applications from members of minority groups and all sections of the community.

If you think you might have these skills but are not 100% sure, please do still apply and let us decide. We know that people often rule themselves out of interesting opportunities assuming that others will be more successful but please don\’t be that person. We want to hear from the widest cross-section of the community.

Surrey County Cricket Club is committed to safeguarding and protecting the children, young people and adults at risk that we work with. As such, all posts are subject to a process of vetting, including the disclosure of criminal records if required and the seeking of references. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our organisation.