Manager of Merchandise & Retail

AC Grand Rapids AC Grand Rapids is an MLS NEXT Pro expansion club set to launch in 2027. As a new pillar in the West Michigan sports landscape, the club is committed to building a best-in-class sporting and entertainment organization that reflects the pride, passion, and values of the Grand Rapids community. We are building an innovative and community-driven club that wins on and off the pitch. Position Summary The Manager, Retail will play a foundational role in leading the club’s retail operation, including the stadium team store, match day locations, off-site events, and e-commerce. This role owns both the fan retail experience and the financial results behind it, overseeing merchandising, inventory, product buys, staffing, and in-store events. The Manager, Retail will build a high-performing retail team, deliver a premium fan experience, and ensure the retail function reflects the AC Grand Rapids brand across every touchpoint. Primary Responsibilities Hire, onboard, and train hourly retail staff to deliver a premium fan experience. Run pre-shift meetings, set zone assignments, and maintain a visible presence on match days. Recognize strong performance, address issues, complete performance reviews, and develop future talent. Oversee opening and closing procedures to ensure every location is ready, clean, safe, and secure. Maintain premium visual merchandising standards, including restocking and rotating product by event type. Resolve customer complaints promptly, both in-store and online. Manage retail operations for special events, including concerts, outside sporting events, and consignment business. Support licensees to develop localized assortments that serve the fan base across all categories and fan segments. Work with club leadership to place product buys based on demand analysis and within open-to-buy guidelines. Manage receiving, invoicing, monthly cycle counts, and annual physical inventory. Plan in-store events and promotions alongside the marketing team, leaning into club events and sales trends. Own sales, gross margin, and overall performance for all retail locations. Align labor spend with revenue forecasts and approve retail expenses. Partner with club leadership and other departments on retail initiatives and capital expenditures. Work in unison with the marketing, communications, partnerships, ticketing, and community teams to implement department goals. Maintain an up-to-date awareness of MLS, MLS NEXT Pro, and sports retail trends, strategies, and activities. Assist with the development, coordination, and implementation of game day activities as needed. Provide the highest standards of customer service to every fan, partner, and guest. Perform other duties as required. Minimum Qualifications Bachelor’s degree preferred, or equivalent professional experience. At least 5 years of retail management experience. Experience with retail POS systems, inventory management, and workforce scheduling tools. Proven track record of managing retail P&L, including sales, gross margin, and labor. Must be proficient in MS Word, Excel, PowerPoint, and Outlook. Must be willing to work flexible hours, including nights, weekends, holidays, and match days. Must be willing to travel when necessary. Must pass pre-employment screens. Preferred Qualifications Prior experience in a professional or collegiate sports or live venue retail environment. New-store-opening experience. Experience playing or knowledge of the professional soccer landscape. Familiarity with the West Michigan retail and consumer landscape. Essential Functions Develop and maintain courteous, effective, and professional working relationships with employees at all levels of the organization as well as with licensees, vendors, partners, and their contacts. Must be able to follow company policies and procedures. Must maintain appropriate levels of confidentiality concerning partner and club matters. Must be punctual and timely in meeting all requirements of performance, including but not limited to attendance standards, work deadlines, and all scheduled meetings. Must adapt, with minimal or no advance notice, to changes in how business is conducted and work is accomplished. Always meet or exceed the club standards of professionalism. Excellent organizational skills and attention to detail. Strong communication skills, able to work with customers, staff, vendors, and leadership. Dynamic interpersonal skills and approachable personality. Strong personnel management skills and a proven ability to build, motivate, and lead high-performing teams. Works well under pressure while maintaining a positive attitude. Must be a reliable team player who thrives in a collaborative environment. Ability to make sound decisions and exercise independent judgment and discretion with integrity and accountability, while working in a fast-paced, high-demand, and sometimes strenuous environment. Must be able to multitask while managing time successfully. Physical Requirements Standing and walking for 8+ hours a day across the sales floor, stock room, and office. Lifting 30–50 pounds on a semi-regular basis. Frequent stretching, reaching, and bending. Work Environment This job operates in a professional retail and office environment (team store, stock room, and office; outside in a stadium facility at times, which may include inclement weather conditions). The job may require travel to off-site events.