Director of Retail - United Center

Compass Group USA Inc•Chicago, IL

40d•$125,000 - $135,000

About The Position

The Director of Retail leads all retail operations at the United Center, including the Madhouse Team Store, the Fan Shop, and event-based retail. This role oversees a management team, drives operational excellence, and ensures a high-quality fan experience while meeting revenue goals. The ideal candidate is an experienced retail leader with strong merchandising, operational, and people-management skills.

Requirements

7+ years retail operations experience, preferably in arenas, stadiums, or high-volume venues.
Bachelor's degree in Business or related field preferred.
Strong leadership, communication, and organizational skills.
High computer literacy and experience with POS, inventory, and workforce systems.
Passion for retail and delivering an outstanding fan experience.

Responsibilities

Lead all retail operations and oversee retail managers and supervisors.
Develop strategies to grow revenue, enhance merchandising, and improve guest experience
Partner with internal departments and team partners to align retail initiatives with arena events.
Ensure consistent execution of merchandising, visual standards, and event setups.
Manage budgeting, labor planning, and financial performance.
Oversee inventory accuracy, purchasing decisions, restocking, and loss prevention.
Ensure compliance with PCI, venue policies, and operational procedures.
Coach and develop management staff and support team training programs.
Oversee scheduling, pre-shifts, performance reviews, and progressive discipline.
Support leadership development and a strong service-focused culture.
Resolve escalated guest issues and model excellent customer service.
Collaborate with operations, marketing, security, and finance to execute event-driven retail plans.
Lead retail planning and execution for concerts, playoffs, and special events.
Direct merchandise rotations, special activations, and setup/tear-down processes.