• West Ham United FC
  • West Ham, London, UK
  • 28 Mar, 2024
Full time Leadership & Management Premier League

Job Description

Company Description

At the heart and soul of London since 1895 West Ham United is a dynamic, fan-focused football Club constantly moving forward but always with an eye on the past.

Our home at the London Stadium has a capacity of 62,500 making it one of the biggest club Stadia in the country however our tickets are the lowest priced for London based clubs in the Premier League, echoing objectives to create Affordable Family Football.

In 2018, our Women's team gained a professional status for the very first time, jumping 2 divisions and competed in the Women's Super League (WSL), the premier division of women's football in England. After finishing a respectable 7th, the team enjoyed particular success in the FA Cup reaching the final of the competition, eventually being beaten by 2017 winners Manchester City.

In April 2019, we opened our brand-new Academy facility based at Chadwell Heath which will help to bring through some of the very best talents in the area, the recent emergence of First Team Players Declan Rice and Ben Johnson are a testament to the work already being done at the Academy.

On the business side, we are continuing to create a Stadium our supporters can call home, with the renaming of the Billy Bonds Stand and Claret and Blue pitch surrounding amongst the latest developments. Additionally, the Club has achieved the Disability Confident Leader status.

The Club employees a constantly growing workforce of approximately 300 core staff and 500 Foundation and events staff, and is a truly unique place to work. We welcome talented individuals who will thrive in our ambitious organisation.

In October 2023, West Ham United was awarded the Advanced level of the Premier League Equality, Diversity and Inclusion Standard, recognising the Club’s ongoing dedication and commitment to equality, diversity and inclusion (EDI). It is the second time West Ham United has received the award, which is the top accolade that can be achieved by Premier League clubs, having first been presented with the Advanced level in 2020.


Job Purpose:


This is a full-time opportunity to join an expanding part of the stadium store. You will be one of the leaders in store focusing mainly on driving sales and customer service along with standards throughout business.

Key Responsibilities:


  • Maximising profitability of the store by achieving budget.
  • Review shop floor merchandising and react to key performance products and identifying slower selling products which may need re displaying.
  • Providing cover for floor managers and produce daily action plans.
  • Regularly reviews and implements store administration tasks using own initiative.
  • Provides feedback to management on a regular basis regarding staff, promotions, operations and improvements on sales.
  • Demonstrates professionalism in all contact with customers and delivers a passion for customer service.
  • Sets the standard and always leads by example to staff.
  • Leads the team with a hands-on approach in visual merchandising and ensures visual standards are maintained and consistent.
  • Creates a positive team spirit making sure that colleagues feel welcome, motivated and enthusiastic.
  • Ensures all health and safety guidelines are adhered to.
  • Ensures all staff are allocated jobs throughout day.
  • Reduces stock loss by active stock loss prevention.


The ideal candidate will have skills and experience in the following areas: -

Education, Qualifications, Experience

  • Experience in retail operations, preferably within the sports, entertainment or retail sector.
  • Strong analytical skills with the ability to interpret data and leverage insights to drive business growth.
  • Excellent communication and collaboration skills to work effectively with cross functional terms.
  • Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously with an ability to work independently within a fast-paced environment.
  • Collaborate approach to building relationships across teams.
  • Experience in leading, managing and developing teams.
  • Ability to use Microsoft products.
  • Knowledge of retail “best practises “and current trends in the sports and merchandising industry




  • Works with floor managers to learn all required skills.
  • Arranges training days wherever necessary in the business for whatever department needs it.
  • Always focusing on customer service by leading by example and or dealing directly with fans.
  • To participate in company activities or promotions and openly support West Ham United wherever possible.

· Provides training and coaching all staff where necessary.

  • Constant reporting and communicating with buyers.

Other information


1. Staff must evidence a commitment to the safety and welfare of children, young people and adults at risk regardless of their age, gender, language, religion, ethnic background or sexual identity and ensure the safety and protection of all children, young people and adults at risk taking part in any activity arranged by or in the name of the Club.

2. It is a requirement for staff to follow the Club’s Safeguarding reporting procedures to report without delay, allegations of abuse, poor practice or which is or may, impact on the welfare of a child, young person or adult at risk. After contacting and taking guidance from the Safeguarding Team, staff must use the Club’s Child Protection Online Management System (CPOMS) to record the concern within 24 hours unless directed to do otherwise.

Equal Opportunities:

1. To ensure that all departments are provided within an anti-discriminatory framework and take account of such issues as race, gender, sexuality, disability, religion and age.