The Deputy Head of Retail Operations leads day-to-day retail operations across General Admission and Premium environments at Etihad Stadium, overseeing match‑day execution, team leadership, and operational planning as the number two to the Head of Retail.
About this role
The Deputy Head of Retail Operations is the number two to the Head of Retail Operations, playing a key role in leading the day‑to‑day delivery of Retail operations across General Admission and Premium Retail environments, across the Etihad Stadium.
This is a hands-on leadership role, responsible for driving match day execution, supporting operational planning, and leading teams across both Retail and Premium areas.
You will take ownership of key areas of the operation, stepping in to lead in the absence of the Head of Retail Operations, while also supporting the ongoing development, structure, and performance of the department.
This role combines operational delivery with leadership and development, within a fast-paced, high-volume environment.
Key Responsibilities
Match Day & Event Leadership
Lead Retail operations on match days and events
Operate effectively within a complex stadium environment, delivering high‑volume service across the Retail department
Run briefings and manage salaried managers, supervisors, and casual teams
Ensure operational standards, service delivery, and compliance are met
Act as a senior escalation point during live events
Operational Ownership
Take ownership of specific Retail areas or work streams as required
Support event planning, build, and post-event processes
Oversee stock readiness, set-up standards, and operational execution
Ensure consistency across all outlets and service points
Support medium‑term operational planning and readiness for future growth across the Retail department
Team Leadership & Development
Support the Head of Retail in leading and developing the salaried team
Coach supervisors and section managers to improve performance
Help build a strong, engaged casual workforce
Step up to lead the full operation when required
Commercial & Performance Focus
Support delivery of revenue targets and spend per head
Monitor labour, stock, and wastage to support cost control
Identify opportunities to improve efficiency and performance
Contribute to continuous improvement across the department
Cross-Team Collaboration
Work closely with Logistics, Culinary, Tech, and Finance teams
Support alignment across Retail, Hospitality, and wider F&B operations
Contribute to planning for new spaces and operational changes
Represent Retail department operations confidently in match day, event, and planning forums with internal and client stakeholders
Compliance & Standards
Ensure adherence to food safety, health & safety, and licensing regulations
Maintain high operational standards across all Retail areas
Support audits, checks, and continuous improvement in compliance
Skills, Knowledge & Expertise
Proven leadership experience in F&B, hospitality, catering, QSR, or similar service environments.
Skilled in managing large, diverse teams in fast-paced, high-pressure settings.
A strong track record of delivering exceptional customer service.
Knowledge of food safety, health & safety legislation, and operational best practice.
Excellent organisational skills with the ability to juggle multiple priorities.
Strong admin and tech skills—Excel, EPOS systems, and reporting tools.
Benefits
Private Medical Insurance (Vitality) – including Virtual GP access and rewards
Group Life Assurance – 4x salary paid to your nominated beneficiary
Birthday Day Off – an extra day to celebrate
Complimentary Meals on Shift – breakfast, lunch, fruit and hot drinks
Access to discounted Tickets at Co-op Live subject to availability
Employee Assistance Programme & Wellbeing Platform – including counselling support
Employee Discounts Platform (Blackhawk) – cashback and savings across major retailers
Company Pension Scheme
Generous Holiday Allowance – plus bank holidays
Career Development Opportunities – with progression across the campus
Skills
EPOSExcelF&B?Food SafetyHealth And SafetyHospitalityQSRReporting Tools
