Job Description

Job category/type

Retail

Date posted

23/08/2025

Job reference

REQ000034

Department:

Retail

Reporting to:

Retail Operations Assistant Mangers (ROAMs)

Contract:

Permanent

DIMENSIONS OF ROLE

Normal working hours will be five shifts of eight hours rostered between Monday to Sunday, including one-hour unpaid lunch on each day worked; making a total of 35 working hours per week. Hours will vary for match days and/or events and may include later finishes and significant flexibility is required around working shift patterns.

KEY PURPOSE OF ROLE

To assist with the efficient and profitable online and customer facing shopfloor operations of the Cricket Equipment, MCC and Lord's Shops located within Lord's Cricket Ground on match and non-match days whilst assisting with the effective operation of all stock functions and delivering best in class customer service.

Ability to provide tailored advice on cricket equipment to all customers.

KEY TASKS AND ACCOUNTABILITIES

Day-to-day running primarily of the Cricket Equipment Shop located within the Indoor Cricket Centre, with the ability to support in the MCC Members and Lord;s Shops as required. Ability to assist with Online Store operations, including stock control, dispatch, delivery, returns, exchanges, faulty stock and Click & Collect. Develop existing cricket equipment product knowledge to provide customers advice and guidance on product selection, in addition to training Retail Casuals. Lead by example by providing customers with the highest level of service in keeping with the wider Retail experience. Offer a range of solutions by presenting various products that meet diverse needs and budgets of customers. Process transactions quickly and accurately on tills, or EPOS devices to provide a seamless service to the customer and guaranteeing stock accuracy. In-depth knowledge of the EPOS system, opening, closing and cashing up procedures. Reviewing handover documents to allocate tasks to the Team, using this detail to deliver Team briefings. Leading on delivery receipt, including stock discrepancies, delivery notes and Stockroom and Shop Floor replenishment. Assisting with the delivery of visual merchandising activities such as displays, POS, and shop windows, as required. Contribute to the planning and delivery of stocktakes. Prepare and print signage for Shops and update as required with new stock and changes to shop layouts. Liaise with Finance on selected procedures as detailed by ROAMs. General administrative duties, including answering telephone calls and monitor and take ownership of the Lord&s Shop inbox and voicemails and respond to enquiries within 48-hours. Conduct regular website checks to ensure products and categories are appearing correctly, as well as working with ROAMs to co-ordinate on goods-in processes. Work proactively towards Team and individual KPIs and revenue targets. Train, motivate and manage Retail Casuals as detailed by ROAMs. Responsible for the upkeep of the Retail Operations handbook.




This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.

VARIATIONS OF JOB RELATING TO MATCHES

Attendance at all match days, with extended hours as appropriate, including evenings and weekends. Supervision of Casual Staff as detailed by ROAMs. Significant flexibility is required around working shift patterns. Any other duties as required whether in the Department or elsewhere around the Ground.

VALUES AND BEHAVIOURS

EXCELLENCE

Striving for excellence in every aspect of the MCC's operations. Valuing continuous improvement, pushing boundaries to achieve the best outcomes for Members, players and visitors. From the world-class cricket schedule to the maintenance of Lord's Cricket Ground, we aim to drive forward the game of cricket.

TEAMWORK

Creating a cohesive and supportive environment to create shared goals and responsibilities. Success in our team performance benefit all who come to Lord&s. By valuing teamwork at MCC we create a positive and inclusive environment.

INTEGRITY

Striving for honesty, fairness and ethical conduct in all aspects of cricket. Integrity, both on and off the field of play, is at the heart of MCC. Promote a culture of sportsmanship celebrated by those within the Club and those who visit to play or watch.

HEALTH AND SAFETY

Responsible for the safety of yourself and others through adherence to MCC (and legal) safety rules and procedures. Report any unsafe practices, equipment or circumstances as appropriate. Comply fully with relevant security policies and procedures. Be familiar with fire procedures and evacuation procedures and be prepared to operate when/if trained as a Fire Warden.

PERSON SPECIFICATIONS SKILLS, EXPERIENCE AND QUALIFICATIONS

Have a genuine passion for sport, especially cricket and enjoy sharing your expertise and enthusiasm with others. Experience of working in a customer facing role in sport, or similar fast-paced environment. Excellent customer service skills with a guest-focussed attitude. Experience dealing with complex situations and resolving problems, whilst remaining focussed on delivering an excellent customer experience. Strong leadership and team management skills. Punctual and willing to be flexible, especially around shift patterns. Confident, outgoing and enthusiastic. Trustworthy, hardworking, proactive and reliable. Excellent communication and English language skills. Self-motivated and able to work independently and, without supervision. Ability to work under pressure, while maintaining a high level of accuracy and attention to detail. Highly organised with the ability to manage multiple tasks and deadlines. Experience processing deliveries accurately. Reporting discrepancies and problems to Manager(s).
Desired
Worked within Stockroom environments. Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.




We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.