Key Holder- Lakeside Store

West Ham United FC; United Kingdom; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a prestigious Premier League club as a Key Holder at the Lakeside Store. This full-time role offers the opportunity to lead a dedicated team in delivering exceptional service. You'll support store management in hitting sales targets, ensuring operational excellence, and nurturing a customer-first culture.

Benefits

25 days annual leave plus your birthday off

Pension and life insurance

Healthcare cash scheme

Discounted gym membership

Company Social events

Qualifications

• Minimum of 2 years’ experience in a retail environment.
• Strong selling skills and an understanding of visual merchandising.
• Excellent customer service and interpersonal skills.

Responsibilities

• Assist in the day-to-day running of the store and support sales targets.
• Lead by example in delivering exceptional customer service.
• Provide day-to-day guidance and coaching to the sales team.

Skills

Customer Service

Leadership

Sales Skills

Job description

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Join the Legacy and Future of West Ham United

Founded in 1895, West Ham United is a club that blends rich tradition with a forward-thinking approach, creating an exciting, ever-evolving football culture. Based in the heart of London, we proudly call the London Stadium home — a state-of-the-art venue with a capacity of 62,500, making it one of the largest in the country. We are also dedicated to providing the most affordable Premier League tickets in London, championing Accessible Family Football for all.

Our women's team, achieving professional status in 2018, has soared to new heights in the Women’s Super League and reached the prestigious FA Cup final. Meanwhile, our cutting-edge Academy, which opened in 2019, is nurturing future stars, producing first-team players like Declan Rice and Ben Johnson.

With ongoing improvements to the stadium, including the iconic Billy Bonds Stand, West Ham is constantly evolving, making sure our fans experience the best in matchday atmosphere and comfort. We are also incredibly proud to hold the Disability Confident Leader status, reflecting our dedication to inclusivity and accessibility.

As we continue to grow, so does our workforce. With a dedicated team of 300 core staff and 500 event and Foundation employees, West Ham United offers a truly unique working environment. We’re especially proud to have been awarded the Premier League’s Advanced Equality, Diversity, and Inclusion Standard in 2023 — our second consecutive recognition — underlining our ongoing commitment to fostering an inclusive, diverse, and dynamic workplace.

Join us and become part of a club that stands at the crossroads of history, ambition, and innovation. West Ham United is where passion, progress, and inclusivity come together to create something special.

Why Join Us?

Diversity & Inclusion: We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.

Health & Wellbeing: We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.

Career Growth: As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

If you’re ready to bring your passion for Retail and Football to one of the world’s most iconic clubs, apply now!

Position:

Job Title: Key Holder – Lakeside Store

Position Type: Permanent

Salary: Competitive

Hours: Full-Time – 37.5 hours per week

Location: West Ham United Official Store, Unit 71, Lakeside Shopping Centre

Start Date: Immediate

West Ham United Football Club is a Premier League club with a proud history, a passionate fan base, and a vision for growth on and off the pitch. We are committed to creating a culture that reflects the Club’s core values of inclusivity, excellence, respect, and innovation.

As part of our retail operation, we are looking for a dedicated and enthusiastic Key Holder to support the Store Management Team at our Lakeside Store. This is a fantastic opportunity to join a fast-paced, high-volume retail environment and play a vital role in delivering outstanding service to our supporters.

The Role

As a Key Holder, you will assist in the day-to-day running of the store, support in achieving sales targets and store KPIs, and act as a leader on the shop floor. You’ll provide supervisory cover in the absence of management, helping to drive a service-led culture and maintain operational excellence across all areas of the store.

Key Responsibilities:

Sales & Profitability

Contribute to achieving and exceeding store budgets and KPIs

Review and monitor individual and team targets daily

Analyse trading reports and act on sales trends, bestsellers, and underperforming lines

Take ownership of daily action plans, driving performance and productivity

Customer Experience

Lead by example in delivering exceptional customer service

Support and guide the team to exceed customer expectations

Champion a customer-first culture and ensure team adherence to service standards

Handle customer complaints professionally and resolve issues proactively

Visual Merchandising & Store Standards

Support and maintain visual merchandising standards in line with guidelines

Ensure stock replenishment is timely and effective to maximise sales potential

Monitor pricing, tagging, and promotional signage to ensure accuracy and compliance

Team Support & Leadership

Provide day-to-day guidance and coaching to the sales team

Motivate staff to deliver consistent, high-quality performance

Monitor punctuality, task completion and operational consistency

Assist with onboarding and training of new starters

Operational & Administrative Duties

Support with opening and closing of the store

Perform cash handling, banking, payroll and till reconciliation

Complete administrative and compliance checks as required

Maintain high standards of Health & Safety at all times

Loss Prevention

Promote awareness of loss prevention across the team

Participate in regular audits and stock control procedures

Follow staff search and security protocols when necessary

Requirements:

Person Specification:

Experience- Essential

Minimum of 2 years’ experience in a retail environment

Strong selling skills and an understanding of visual merchandising

Excellent customer service and interpersonal skills

Confident in Microsoft Office and POS systems

High standard of written and spoken English

Ability to lead by example and take initiative

Desirable

Previous experience in a supervisory/key holder role

Passionate about football, fashion or lifestyle retail

Other information:

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events
  
  

Safeguarding:

The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.

The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club’s or the West Ham Foundation Safeguarding Team.

EDI Statement:

The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation’s business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.

Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.

How to Apply:

To apply, please reply to the link with your full CV and a supporting statement outlining your motivation for applying and how you feel you meet the profile of the candidate we are looking for.

The deadline for applications is 5pm Friday 11th July 2025. Please note that the vacancy may close early if there is a high volume of applicants.

Queries

Thank you for your interest. If you have any queries, or require support with your application, please contact [e-mail]

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

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