Retail Performance Manager (Freelance)

Approximately six days per week and hours are typically 14:00 - 23:30 plus meetings and reporting work.

The Retail Performance Manager reports directly to the Event Manager and Global Retail Lead and is responsible for the day-to-day running of all HPFFE retail stores.

This role combines retail leadership, commercial performance, and operational execution. The Retail Performance Manager has full ownership of store performance, team management, stock control, Square POS accuracy, add-on fulfillment operations, and the timely load-in and load-out of all retail operations.

The Retail Performance Manager will ensure a seamless, high-quality guest experience while maximizing revenue, maintaining strong operational standards, and following processes established by the Global Team.

- Ensure a smooth, efficient, and commercially optimized guest retail journey.

- Maintain high operational, presentation, cleanliness, and guest-service standards at all times.

- Act as the primary onsite point of contact for retail operations.

- Ensure effective day-to-day use of Square POS devices across all retail locations.

- Resolve guest concerns, complaints, and retail-related needs professionally and promptly.

- Lead the retail load-in and ensure all retail areas are fully set up, operationally sound, and ready for opening.

- Receive retail stores and infrastructure from the Production team and prepare all areas for operation.

- Verify that fixtures, shelving, storage, lighting, and other infrastructure are correctly installed, functional, and fit for purpose.

- Identify and promptly report electrical, functionality, safety, or installation issues to the appropriate onsite team.

- Liaise with the Props team to coordinate prop installation once retail areas are fully set up and ready for access.

- Set up and stock all retail areas, including pre-trail and main store locations, in preparation for trading.

- Work with a Fever Ops team member to ensure all systems and processes are correctly set up in line with Global Team requirements.

- Oversee Back-of-House setup to ensure stock is stored safely, logically, and accessibly, with shelving correctly installed and used.

- Oversee storage-container setup, ensuring shelving is correctly installed, containers are clearly labeled, and stock is loaded and stored safely in line with agreed guidelines.

- Implement a clear stock-control tracking process for each storage container.

- Ensure all products are correctly merchandised, clearly labeled, and priced in accordance with agreed guidelines.

- Set up and test add-on fulfillment processes before opening.

- Ensure deluxe bundles are assembled, stored, tracked, and tested before opening.

- Complete all required Square POS training and ensure retail staff are trained and ready for opening.

- Conduct a final readiness check before soft launch, with sign-off from the Global Team.

- Provide a final opening stock count, separated by supplier and identifying both leftover stock from previous shows and new stock received.

- Create staff rotas that provide appropriate coverage while remaining in line with approved staffing budgets.

- Deliver staff training as required, including product knowledge, Square POS use, fulfillment processes, store standards, guest service, and stock-control procedures.

- Ensure all staff are competent and consistent in using Square POS systems.

- Foster a professional, positive, engaging, and accountable team environment.

- Ensure shift patterns are running smoothly and that staff breaks are implemented appropriately.

- Identify high-performing agency staff and provide feedback to support repeat bookings.

- Flag underperformance and recommend improvement plans or replacements where needed.

- Take full responsibility for the safe storage, handling, tracking, and reconciliation of all retail stock.

- Coordinate with site teams to ensure appropriate equipment and staffing are available for retail deliveries.

- Conduct weekly or monthly stock takes, as agreed with the Global Team.

- Maintain accurate records of stock received, stock on hand, stock issued, and stock remaining at load-out.

- Maintain strong stock-control processes to minimize loss, damage, shrinkage, and discrepancies.

- Ensure stock is accurately tracked and reconciled within Square at all times.

- Ensure all products are merchandised in line with approved plans and Global Team guidelines.

- Maintain high presentation standards at all times, including steaming and maintaining apparel.

- Optimize store layouts and product placement to support sales and guest flow.

- Ensure all items are clearly priced to reduce friction in the purchasing process.

- Keep stores clean, organized, well-lit, and fully stocked throughout the event run.

- Continuously review and improve the guest retail experience.

- Monitor sales performance and key retail metrics, including sales per head, average transaction value, average number of items per transaction, and sales trends.

- Provide recommendations to the Global Team to improve commercial performance, operational efficiency, merchandising, and guest experience.

- Manage the fulfillment of all pre-purchased add-on items through Guest Services.

- Ensure sufficient stock is allocated daily to meet anticipated demand.

- Oversee the daily handover of add-on inventory to Guest Services.

- Track and reconcile all items issued to Guest Services and any items returned at the end of each day.

- Conduct weekly stock takes and complete required Square adjustments.

- Maintain clear, traceable fulfillment processes that minimize discrepancies.

- Ensure bundles are accurately made to specification, stored safely, and organized for efficient fulfillment.

- Maintain clear inventory counts and tracking for all bundle components and completed bundles.

- Monitor availability and ensure sufficient quantities are prepared to meet demand.

- Maintain daily awareness of key performance metrics, including sales performance, sales per head, average transaction value, average number of items per transaction, add-on fulfillment, and stock position.

- Ensure all retail activity is accurately captured in Square, enabling real-time visibility for Head Office and the Global Team.

- Flag any material stock variances, sales issues, operational risks, or staffing concerns promptly.

- Key performance highlights, including sales per head, average transaction value, average number of items per transaction, and sales trends.

- Final store sales performance and position against target.

- Visual documentation, including photos and/or videos of sales areas, merchandising, and setup.

- Work with the Fever Ops team member to ensure the retail operation is broken down, packed, and closed in an organized and timely manner.

- Oversee the breakdown and packing of all retail stock, fixtures, equipment, and materials.

- Ensure all stock is accurately counted, recorded, and reconciled during load-out.

- Maintain clear documentation of remaining stock, damaged items, missing items, and outstanding variances.

- Ensure stock is packed and labeled in line with agreed processes for storage and/or shipping.

- Provide end-of-show confirmation that final stock reconciliation has been completed and that any outstanding variances or issues have been clearly identified.

- Minimum of five (5) years of retail management, high-volume retail, experiential retail, live event, festival, or related experience.

- Experience managing teams in a fast-paced customer-facing environment.

- Experience using POS systems; Square experience is preferred.

- Strong commercial awareness and ability to analyze sales performance and identify opportunities to improve results.

- Highly organized with exceptional attention to detail, particularly in stock control, fulfillment, and reconciliation.

- Confident team leader with excellent communication, training, and staff-management skills.

- Strong working knowledge of Google Drive and Google Workspace, including Google Sheets and Google Meet.

- Comfortable working in a fast-paced, outdoor live-event environment.

- Ability to remain calm and professional while managing competing priorities and stressful situations.

- Ability to work days, nights, weekends, and holidays as required.

- Ability to stand for extended periods; lift up to 25 lbs. unassisted; and bend, twist, and kneel as needed.