Job Introduction
Senior Retail Manager - O2
Salary £40,698
Levy is the vibrant and exciting sector of Compass Group, the world’s largest catering company. We work at some of the greatest venues in the world, delivering legendary experiences in food, drink, and hospitality.
In the UK, we are proud to have a wealth of long-standing partnerships with venues across sport, entertainment, and events. Our partnerships include venues such as Wimbledon, Twickenham, Edgbaston, Tottenham Hotspur, Principality Stadium, Scottish Event Campus (SEC) and ExCel London.
We are culinary champions – it’s what we do and it’s what we are passionate about. At the core of our work is the belief that sustainably sourced great food and drink, coupled with exceptional service is key to creating legendary experiences.
Focused on ‘doing the right thing’ for our people and the planet. Sustainability, wellbeing, diversity, and inclusion are at the heart of what we do.
We have a commitment to being Net Zero by 2027, are official partners of the British Paralympic Association, and are proud to pay all our team members at least the Real Living Wage or London Living Wage.
Overall Purpose of the Role
This job description outlines the key responsibilities and expectations of the Senior Retail Manager. It is intended to guide the duties required, recognising that the role may evolve over time to reflect changing business priorities and needs. This description does not form part of the contract of employment.
- Lead and oversee a team of Retail Managers, ensuring exceptional customer service and operational standards are maintained across all retail bars and food units.
- Drive business performance, ensuring operations comply with health, safety, legal, and compliance requirements while meeting or exceeding set standards.
- Inspire and coach Retail Managers to deliver Legendary Experiences through their teams.
- Ensure peak productivity, efficiency, and performance by supporting effective staffing, planning, and operational management across multiple units.
- Act as the primary link between Retail Managers and the Deputy & Retail Operations Manager, translating strategic objectives into actionable goals.
- Take responsibility for the recruitment, training, and development of Retail Managers, ensuring they have the leadership capacity to drive high-performing teams.
- Work collaboratively with department leads to align retail operations with overall business objectives.
- Monitor and manage business needs and performance standards in line with Levy Signatures, Client Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
Key Accountabilities
Strategic Leadership
- Provide strategic direction and guidance to Retail Managers, empowering them to manage their teams effectively and achieve business objectives.
- Lead by example with a positive “can-do” attitude, fostering a culture of accountability, teamwork, and excellence.
- Establish strong communication channels with Retail Managers to ensure alignment on goals, expectations, and operational standards.
Health and Safety
- Ensure Retail Managers enforce health and safety compliance across all retail units, carrying out regular safety checks and maintaining 5* EHO standards.
- Oversee health and safety training programmes, ensuring adherence to legal and company requirements, including Responsible Service of Alcohol policies.
- Foster a culture of safety, ensuring that any issues are promptly addressed and tracked through shared reporting systems.
People Management
- Mentor and develop Retail Managers, equipping them with the skills and confidence to lead their teams successfully.
- Oversee the training and development of staff, including induction programmes, ad hoc training, and ongoing professional development initiatives.
- Conduct regular one-to-one meetings with Retail Managers to provide feedback, assess performance, and set clear development goals.
Operational Excellence
- Oversee day-to-day retail operations across the venue, ensuring seamless execution on both event and non-event days.
- Drive productivity and efficiency during peak periods through proactive planning, resource deployment, and effective management.
- Support Retail Managers in resolving operational challenges, ensuring all solutions align with the organisation’s standards.
Performance and Business Development
- Manage retail operations to exceed service standards and financial performance targets.
- Implement and monitor KPIs, ensuring Retail Managers achieve measurable results.
- Collaborate with the Deputy & Retail Operations Manager to identify and implement innovations that enhance operations and the customer experience.
Compliance and Reporting
- Ensure all required legal documentation, risk assessments, and personnel files are maintained across all retail operations.
- Regularly review and audit compliance practices across each retail unit, holding Retail Managers accountable for maintaining high standards.
The Senior Retail Manager role focuses on leadership, strategic oversight, and operational accountability, ensuring the retail business operates to the highest standards while fostering a culture of excellence among Retail Managers and their teams.