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Job Description — Operations and Merchandise Manager

Job Description — Operations and Merchandise Manager

The Club is looking for a new Operations and Merchandise Manager. Please see the Job Descripton below which entails details of how to apply.

The Club is looking for a new Operations and Merchandise Manager. Please see the Job Descripton below which entails details of how to apply.


Overall Focus of the Role

  • Manage the day to day running of the key operational processes of the business, including but not limited to: membership, merchandise, matchdays and events
  • Serve as part of the operational and commercial management team which is tasked with growing the business, with optimal organisational efficiency, whilst implementing appropriate new strategies, policies and practices
  • Manage the day to day activities of merchandise management, ordering, sales through the third party managed Club shop, sales online, playing kit for use by Club teams. Act as key point of contact with the Club’s contracted merchandise provider


Key Responsibilities – Operations 

– Work as part of a team to develop the matchday and event experience at a Championship Rugby Club
– Design and manage the process of advertising memberships and season tickets, then launching sales and processing orders
– Have operational ownership of the match day ticketing system, including the administration and delivery of all ticketing, both online and hard copy
– Organise and administer match day hospitality events including planning and organising the catering and the entertainment and managing the booking process for sponsors, other corporate guests and Club members
– Support the Event Director in the preparation for, and delivery of, all fundraisers and other Club events. This may or may not include the preparation of marketing collateral, ticketing, table planning, auction management and venue set-up.
– Manage the in-house CRM system and ensure that data management is efficient and satisfies business needs.  Develop the system to accommodate changing business needs.
– Develop and maintain good working relationships with all vendors and on-site catering, beverage and facilities managers
– Ensure all health and safety documentation is in place for on-site and externally held events
– Take a lead role in ensuring that the Club complies with the RFU’s Minimum Standards Criteria
Undertake other responsibilities and ad-hoc projects that are commensurate with the role as may be required by the Club from time to time



Key Responsibilities – Merchandise

– Maintain a stock control system for the three areas of activity : shop, on-line and playing kit
– Act as point of contact for all internal and external merchandise queries
– Control inventory and check records of sales and stock
– Control stock adjustments and allocation to other departments
– Assess likely customer demand for merchandise
– Raise and track purchase orders for merchandise as approved by the CFO/Operations Director
– Receive deliveries and verify delivery notes against purchase orders
– Match all inventory invoices with delivery notes
– Liaise with suppliers to ensure deliveries are on time
– Track and resolve any supplier issues eg. over/under delivery
– Plan product presentation in the Club shop, including signage and pricing
– Liaise closely with the third party manager of the Club shop re product presentation and sales trends
– Devise and deliver marketing campaigns for merchandise, particularly new products
– Plan and implement sales prices with the CFO and Operations Director
– Track online sales and ensure that the Club receives its share of proceeds as per contract
– Agree online sales strategies with the site owner
– Liaise with those in charge of rugby at all ages in the Club to ensure that appropriate orders are placed in timely fashion for use by or sale to Club teams and their support


  • To be successful in this role you will act with a positive and flexible attitude towards all projects in the sometimes busy working environment.
  • To be successful in this role you will accept the weekend work (matchdays) and occasionally unsocial hours that come with matchdays and events and enjoy the time off in lieu that you will receive.


Skills and Experience required

– Exceptional customer service skills
– Strong attention to detail
– Ability to see issues through to their conclusion
– Ability to handle multiple tasks
– Ability to communicate and resolve issues in a professional and tactful manner
– Strong Excel skills
– Self-starter approach to performance
– Educated to degree level or equivalent


You will be based in Richmond, Surrey. This an office-based position working alongside our Finance Manager, Digital Media Manager, Operations Director and Commercial Director.

Remuneration will be based upon qualifications and experience but the starting salary is likely to be of the order of £25k.

Please send your CV by email to Ian Smellie (Operations Director) at handi@live.co.uk, entitling the email “Operations Manager”.

Deadline for applications is Monday 15th July

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