Deputy Retail Operations Manager - o2 London

Deputy Retail Operations Manager

£39,500 Basic

Who We Are:

Levy UK & Ireland 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.

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 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.

ROLE PURPOSE

As Deputy Retail Operations Manager, you will oversee the retail operation across The O2, managing various concession units, kitchens, and bars, including some branded outlets such as the Kraken Bar, Moet & Stella Bars as well as our new Amazon Technology Just Walk Out Bars. You will lead and inspire the retail team, delivering seamless service to thousands of guests each event in a fast-paced, live-event environment.

This role requires operational excellence, strong leadership, and a focus on delivering memorable guest experiences. The successful candidate will thrive under pressure, adapt to the unique challenges of event-driven operations, and contribute to the continuous improvement of processes and standards.

KEY RESPONSIBILITIES

Retail Operations Management

• Lead the planning and execution of retail operations, ensuring efficient service delivery across all concession units, kitchens, and bars.
• Manage high-profile retail locations, including the Kraken Bar and Stella Bars & Just Walk Out Bars ensuring consistency in quality and guest satisfaction.
• Coordinate with the wider management team to optimize staffing, workflows, and service processes.
• Monitor and maintain compliance with health, safety, and food hygiene regulations.

Team Leadership

• Deputise for the Retail Operations Manager in their absence.
• Inspire and manage a high-performing retail team, fostering engagement and motivation.
• Conduct performance reviews, succession planning, and professional development initiatives.
• Provide hands-on training to enhance team skills in customer service, food handling, and upselling techniques.
• Ensure clear communication across all levels of the retail team, cultivating a positive and collaborative workplace culture.

Financial and Business Management

• Monitor financial performance across retail units, identifying growth opportunities and controlling costs.
• Analyse sales trends and create feasibility studies for new retail initiatives or menu offerings.
• Prepare regular reports on financial outcomes, operational performance, and key performance indicators for senior management.

Guest Experience

• Proactively engage with guests to ensure a first-class retail experience during live events.
• Address guest feedback promptly, implementing improvements where necessary.
• Ensure the retail team is equipped with product knowledge to assist customers effectively.
• Set high standards for customer satisfaction and instil a guest-first mindset across the team.

Stakeholder Collaboration

• Build strong relationships with internal and external stakeholders, including suppliers and venue partners.
• Collaborate with the Retail Operations Manager and other departments to align retail objectives with broader business goals.
• Represent the retail team in client meetings, presenting updates and proposals for continuous improvement.

PERSON SPECIFICATION

Leadership & Management Skills

• A confident leader with experience managing large operational teams in retail or hospitality.
• Skilled in overseeing multiple outlets, with a proven track record of delivering operational excellence.
• Positive and adaptable, with the ability to inspire and engage diverse teams.

Operational & Commercial Acumen

• Strong knowledge of retail efficiency, cost management, and financial analysis.
• Previous experience with P&L accountability and evidence of driving profitability.
• Structured and methodical, with the flexibility to respond to the dynamic demands of live events.

Guest-Centric Focus

• Passionate about delivering exceptional guest experiences with a proactive and professional approach.
• Strong knowledge of retail food and beverage operations, including bar and concession management.

Personal Attributes

• Energetic, charismatic, and highly motivated to achieve operational excellence.
• Calm and resilient under pressure, thriving in fast-paced event environments.
• Committed to sustainability, innovation, and responsible business practices.
• Willing to work evenings and weekends as required by event schedules.

BENEFITS OF JOINING LEVY

• Opportunity to work at one of the world's most iconic entertainment venues.
• Be part of a team that values sustainability, diversity, and innovation.
• Competitive salary and benefits package, including access to professional development opportunities.
• Work with a passionate team committed to delivering exceptional retail experiences.

If you're ready to lead retail operations at a world-class venue and play a key role in delivering unforgettable guest experiences, apply now for the Deputy Retail Operations Manager role at The O2.