Merchandise Manager Copy

The Role

  • To ensure the smooth running of all Front of House retail and event merchandise operations, delivering excellent customer experience, maximising revenue and cost-effective services.
  • To actively motivate the team to achieve sales targets by providing them with training, stock as required, and managing their performance by monitoring and investigating any discrepancies.
  • To assist the Front of House Operations Manager with stock control, accurately receiving deliveries and processing returns or damages, as well as conduct stocktakes.
  • To accurately report sales and stock to the Front of House Operations Manager.

Main Responsibilities

  • Lead and manage all sales staff, ensuring an exceptional experience for all our customers, whether visitors, performers or event organisers.
  • Drive sales in line with the merchandise operation’s sales and marketing strategy, inspiring and motivating the sales team to maximise revenue on event days.
  • To provide the sales team with up-to-date stock sheets for performances, as well as distribute ice cream, programmes and merchandise where required.
  • To monitor monetary, sales and stock levels and investigate any discrepancies, escalating any issues you are unable to resolve at first opportunity.
  • Efficiently and effectively manage stock and cash control on event days, ensuring the successful reconciliation, minimising loss and risk through accurate distribution of stock and end of day procedures.
  • Manage orders and deliveries, processing returns and damages promptly and accurately onto stock management system.
  • Provide an organised work environment and maintain all equipment, such as PDQ machines and freezers.
  • To ensure high standards of visual merchandising to increase sales opportunities and to maximise revenue.
  • Identify new opportunities for increasing business, sharing ideas with the Front of House Operations Manager.

Staffing

  • Deliver maximum efficiency of revenue through intelligent scheduling of staffing.
  • Promptly identifying individual and team training needs and additional resource requirements.
  • Assist in developing and maintaining effective teamwork within the merchandise operation at the London Coliseum.
  • To be confident using POS system, having the ability to train and assist sellers in resolving issues that may arise.

Administrative

  • Input all sales data into the relevant IT databases and analyse the weekly sales data, producing detailed reports after successful reconciliation of events.
  • Manage and maintain stock management system, processing purchase orders, invoicing and internal orders.
  • Distribute and file all event-generated paperwork, maintaining an organised and logical approach to the department’s electronic and paper filing.
  • Any other administrative tasks deemed necessary to ensure the smooth running of the operation.

Other Responsibilities

  • Assist with the management of our online stores, including site maintenance and fulfilment of sales.
  • Seek ways to improve personal, team and business performance.
  • Ensure all materials and resources are efficiently utilised to minimise waste and reduce costs.
  • To support the Duty Manager and House Management team in all aspects of safety, emergency and evacuation procedures as required.
  • Present up to date knowledge of ENO’s fire, safety and evacuation procedures and be ready to implement procedures if necessary.
  • Identify and report possible safety and security hazards for visitors, colleagues and yourself and report immediately to Duty or House Management team.
  • Actively maintain all sales and storage equipment, including ensuring all freezers meet food requirement standards, reporting any breakages or damages.
  • Ensure the correct manual handling procedures are followed by all employees.
  • Any other duties consistent to the role as required by Front of House Operations Managers.

Person Specification

The ideal candidate will have a proven track record in merchandising or retail, preferably in event merchandising in a high volume and fast turnover venue, arena or stadium in the music, arts and sciences, entertainment or sports and leisure industry. Additionally, the ideal candidate will have the following experience and skills:

Essential

  • Previous sales experience within a merchandise or retail operation, in a supervisory capacity
  • Experience in managing a high-volume sales team, pro-actively managing performance and promoting high standards of customer service.
  • Experience in data management with a good level of numeracy and confidence in working with figures.
  • Experience in stock control, cash handling and POS systems.
  • Strong sales skills with an aptitude for increasing business sales.
  • Negotiation and persuasion skills.
  • High level of organisation and excellent time management skills.
  • Self-motivated, flexible and willing to work some anti-social hours to assist in the fulfilment of the role responsibilities.
  • Ability to work under pressure whilst maintaining a professional approach and providing excellent customer service at all times.
  • Excellent verbal and written communication skills with an ability to communicate at all levels.
  • Ability to adapt to a dynamic environment and changing requirements at short notice.
  • Intermediate proficiency in Microsoft Word and Excel.
  • Commercial awareness.

Desirable

  • Knowledge of current Health and Safety regulations and an awareness/understanding of health and safety requirements in a live performance venue.
  • Advanced knowledge of Excel with the ability to apply complex functions.
  • Experience of working in a live entertainment venue or similar high-capacity business.
  • Experience using Shopify POS and online retail system.

Please see the attached recruitment pack for more information on how to apply.

If you wish to apply, please complete Part 1 and Part 2 of the application form and the Equality and Diversity Monitoring Form and return as separate attachments to [email protected]

Closing Date: 5th September 2022, 10am