Head Of Stadium Retail

Head of Stadium Retail
Location: Old Trafford/ Carrington Training Complex

  
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals. 
  
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.

The Purpose

The Head of Stadium Retail is responsible for the management and development of Old Trafford Megastore and all retail monetisation on the stadium footprint. The person will be responsible for setting strategic direction, operational excellence, overall commercial performance and management/leadership of the team. This role is pivotal in maximising revenue, enhancing the fan experience, and strengthening the club's brand presence through its physical retail offerings. The Head of Stadium Retail will work with other leaders across the retail team to develop and execute the club’s retail strategy. 
 
The Role
Strategic leadership & vision 

• Develop and implement a compelling strategy for the stadium environment, aligned with the club’s broader commercial objectives, brand values and fan engagement goals – including around a new stadium 
• Understand and capitalise on market trends, fan preferences and technological advancements to keep the stadium retail experience innovative and best-in-class. Actively monitor the broader sports retail landscape, including speaking to other teams, to understand best practice to bring ideas back to the club’s operation 

Commercial performance & revenue growth 

• Achieve and exceed revenue and profitability targets 
• Develop and execute effective sales plans, promotions and merchandising strategies tailored to matchday & non-matchday traffic 
• Optimise pricing strategies, product mix and inventory management to maximise sales and minimise waste 

Matchday & event operational excellence 

• Design, plan, and flawlessly execute all retail operations on matchdays and major stadium events, including staffing levels, stock distribution, payment efficiency, and queue management for an exceptional level of peak traffic
• Ensure all retail points provide an exceptional, high-volume customer experience that is efficient, engaging, and reflective of the club's status 
• Implement robust security and loss prevention measures tailored to high-volume event environments.

Product & merchandising management 

• Collaborate closely with Product and Merchandising teams to ensure the stadium retail offering is compelling, on-trend, aligned with key partner agreements (eg. kit launches with Adidas), and caters to diverse fan demographics 
• Oversee visual merchandising standards, ensuring the stadium stores are consistently presented to a world-class standard, driving impulse purchases and enhancing brand appeal 
• Manage stock levels effectively across all stadium locations, optimising availability and minimising obsolescence 

Fan experience & customer engagement 

• Champion a fan-first approach across all stadium retail touchpoints, ensuring staff are trained to deliver outstanding customer service and create memorable interactions 
• Leverage fan insights and feedback to continuously refine the retail offering and experience. 
• Explore initiatives to integrate the physical retail experience with the club's digital and loyalty programs, especially through data capture 

Team Leadership & development 

• Lead, motivate, and develop a high-performing team of retail managers and staff, fostering a culture of excellence, accountability, and fan dedication. 
• Implement comprehensive training programs covering product knowledge, customer service, sales techniques, and operational procedures. 
• Manage performance, development, and succession planning for the stadium retail team 
• Apply these principles of excellence and overall approach to the casual staff workforce of c.100 employees 

Financial management & reporting 

• Develop, manage, and adhere to operational budgets for stadium retail 
• Provide accurate sales forecasts, performance analysis, and regular reporting to senior leadership, highlighting trends, opportunities, and challenges 
• Manage all retail-related expenditure (including CAPEX) and ensure cost efficiencies where possible 

Cross-functional collaboration 

• Forge strong relationships with internal stakeholders across the club, including Commercial, Marketing, Operations, Ticketing, Licensing, and Finance teams, to ensure seamless execution and integrated strategies. 
• Work closely with official kit and merchandise partners (e.g., Adidas, Nike) to ensure successful product launches and optimal stock flow

The Person

• Proven success in leading high-volume, multi-site retail operations with a strong trading mentality.
• Experience in fast-paced, high-footfall, event-led environments such as stadiums, airports, or large attractions.
• Strategic P&L ownership, budgeting, and financial planning experience.
• Track record of leading large, high-performing teams with a focus on service excellence and results.
• Proficiency with retail systems (POS, inventory, analytics), with a view on future tech developments.
• Background in sports, entertainment, or leisure industries. - Desirable
• Results-driven, financially savvy, and focused on revenue and profitability.
• Detail-oriented with excellent organisational and planning skills.
• A people leader who develops and empowers teams to deliver their best.
• Passionate about delivering memorable experiences through customer service excellence.
• Strong communicator, able to build relationships and influence at all levels.
• Thrives under pressure, solutions-focused, and comfortable navigating change.
• A hands-on, collaborative mindset with a positive, can-do attitude and a focus on continuous improvement.

What We Offer: 

At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:

• Annual incentive scheme
• Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
• Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
• Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
• Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
• Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
• A Supportive Work Environment that values diversity, equity and inclusion, and individual growth

Our Commitment to You: 

At Manchester United, we believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity and inclusion are at the core of our recruitment strategy, and we welcome applicants from all backgrounds. 
  
Ready to Join Us? 
If this sounds like the perfect role for you, please submit your application by Thursday 10th July 2025.

Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks. 

If you need any adjustments to help you perform at your best during the recruitment process, please feel free to contact us, and we will be happy to discuss them with you. 
 
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.