Assistant Store Manager

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.

Role: Assistant Store Manager

Location London Stadium

Contract: Full Time- Immediate Start

A new and exciting opportunity has arisen in the West Ham United Retail department for an assistant stadium store manager.

The successful candidate will be responsible for supporting the store manager in the operation of the store and achievement of driving sales targets, with a focus on customer service and retail standards. The successful candidate will also provide cover in the absence of the store manager.

The store operates in a fast paced, high volume environment, so an individual who is focused and highly motivated is an essential requirement.

This is an excellent opportunity to join a growing company that can offer great scope for progression.

•Review individual and team targets daily with the stadium store manager.

•Supporting the stadium store manager in the recruitment process.

•To take the lead on the matchday operation, including managing 65 plus members of staff.

•Monitor individuals progress against daily targets; ensure tasks are rotated fairly amongst the team.

•React and be flexible to changing trading circumstances which change priorities and deadlines.

•When covering for store management draw up a daily action plan and communicate objectives and responsibilities to the team.

•Devise weekly action plans and communicate this to store management.

•Undertake banking and payroll duties, providing Accounts with any necessary documentation; including till reconciliation.

•Weekly review of Trading Reports for Stadium eg. Business /negative/best sellers reports to ensure all issues are identified and dealt with promptly.

•Regularly review and complete shop administrative tasks.

•Demonstrate professionalism in all contact with customers and show a passion for delivering the best customer service.

•Ensure that all store employees have the necessary customer service training to ensure that they provide the best experience to WHU customers.

•Act as a role model for all employees; demonstrating the importance of effective respectful communication with customers and staff.

•Improvement in customer conversion and average transaction values.

•Lead the team with a hands-on approach to visual merchandising and store replenish.

•Ensure that the standards for the store are maintained and consistent.

•Ensure that all point of sale material is in place and relevant to the product and/or promotions.

•Create a positive team spirit to ensure colleagues feel motivated and enthusiastic.

•Monitor staff performance using quarterly performance reviews.

•Provide guidance and support for other team members and new recruits to ensure consistency regarding instore operations.

•Monitoring achievement of daily tasks and giving honest feedback to others in a constructive and professional manner.

•Ensure that all Health and Safety Guidelines are adhered to.

•Assist with the coordination of the shop floor and stockrooms audits as required by the Internal Auditor.

•To help support other departments/ locations as and when the business requires eg, Black Friday, Christmas.

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

•Minimum of 2 years working within a retail environment.

•Previous management experience is an advantage.

•Demonstrate experience of providing excellent customer service.

•Good interpersonal and communication skills.

•Excellent IT Skills, specifically Microsoft Word, Excel.

•Good level in numeracy.

•Demonstrate excellent standard of spoken and written English.

Due to a high number of expected applicants, only those successful will be contacted.

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

EDI Statement

Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.

We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.

Safeguarding

At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.