About One Knox SC
One Knoxville SC is a professional soccer club that is in love with Knoxville, TN. We compete in USL League One and exist to build a more dynamic, more united, more prideful future for our City. In addition to our Men’s professional side, we have a women’s first team competing in USL W League, 1,600 Knoxville kids in our youth soccer club, and 2,000+ Knoxville adults competing in our Adult Rec Leagues. We are using soccer to create WINNING experiences for families, fans, and Knoxville. Our Front Office is a team of motivated self-starters who are unflinchingly committed to bettering our City, our Club, and ourselves. We are competitive off the field so that we can build a winner on the field.
One Knox SC is dedicated to delivering an exceptional fan experience on and off the field. Our retail operations—spanning in-stadium locations, mobile points of sale, and an e-commerce platform—play a critical role in elevating the brand, supporting revenue growth, and strengthening community connection.
PRINCIPAL FUNCTION
The Director of Retail Operations leads all aspects of merchandise strategy, retail execution, and operational excellence across our retail ecosystem, ensuring fans enjoy a high-quality, seamless, and memorable experience with every interaction.
The Director of Retail Operations provides strategic and operational leadership for all retail channels, including physical stores, game-day kiosks, pop-up locations, and e-commerce. This role is responsible for merchandise planning, inventory management, retail operations, staffing, and revenue performance.
The Director ensures that retail functions operate efficiently and profitably, in alignment with the organization’s brand standards, financial goals, and fan experience objectives. This position requires a dynamic leader capable of both high-level planning and hands-on operational execution in an event-driven environment.
FUNCTIONAL REQUIREMENTS
Strategic Retail Leadership
- Develop and execute multi-channel retail strategies that support revenue goals and brand growth.
- Analyze sales performance, customer behavior, and market trends to determine product assortment and promotional strategies.
- Build annual sales forecasts, budgets, and performance targets for all retail operations.
- Partner with executive leadership to identify new retail opportunities, including seasonal stores, collaborations, and exclusive merchandise lines.
Merchandising & Inventory Management
- Lead merchandise planning, buying, forecasting, and product lifecycle management.
- Maintain optimal inventory levels through proactive purchasing, demand planning, and stock allocation.
- Oversee receiving, warehousing, stock distribution, and shrink prevention measures.
- Manage vendor and licensing relationships to ensure quality, compliance, and favorable contract terms.
- Ensure all merchandise aligns with brand standards and league or licensing regulations.
Retail Operations Excellence
- Oversee daily retail operations and ensure consistent execution across all stores, kiosks, and online platforms.
- Implement and maintain operational procedures, including POS configuration, cash handling, inventory management, and visual merchandising.
- Establish workflows that ensure efficient event-day preparation, staffing, replenishment, and post-event reconciliation.
- Monitor and optimize the e-commerce platform for accuracy, fulfillment efficiency, and customer satisfaction.
Team Leadership & Staff Development
- Recruit, onboard, train, and manage a team of full-time, part-time, and seasonal retail staff.
- Provide leadership, coaching, and performance evaluations to support employee development.
- Foster a culture of exceptional customer service, accountability, and operational discipline.
- Build staffing models and event-day schedules that align with business needs and budget constraints.
Game Day & Event Management
- Lead retail execution for all home games, tournaments, special events, community activations, and fan festivals.
- Ensure adequate staffing, inventory, and logistics coordination for each event.
- Maintain a visible leadership presence on event days to support staff, resolve issues, and maximize revenue.
- Coordinate with Stadium Operations, Ticketing, and Marketing to support integrated fan experience initiatives.
Financial Oversight & Reporting
- Monitor retail financial performance, KPIs, margins, and operational expenses.
- Provide accurate, timely reporting on revenue, inventory positions, and business performance.
- Support annual budgeting, quarterly reviews, and financial planning cycles.
- Maintain strong internal controls around inventory, cash, POS usage, and reconciliation.
Compliance & Brand Standards
- Ensure compliance with league, licensing, and organizational brand guidelines.
- Maintain accurate recordkeeping, audit readiness, and adherence to operational policies.
- Uphold visual merchandising, customer service, and presentation standards across all retail environments.
Additional Duties
- Collaborate with internal departments to support marketing campaigns, community events, and branded initiatives.
- Maintain strong relationships with external partners, suppliers, and service providers.
- Perform additional responsibilities as assigned by executive leadership to support organizational success.
OTHER
- Maintain compliance with organizational policies, league regulations, and ethical standards.
- Represent the organization professionally in all business and community settings.
- Serve as an ambassador for the brand, promoting a fan-first culture at all times.
PHYSICAL REQUIREMENTS
- Ability to work in both office and stadium/event environments.
- Regular evening and weekend work is required during games and special events.
- Must be able to lift merchandise boxes and equipment as needed (up to 25–40 lbs.).
- Strong communication, organizational, and leadership skills with excellent attention to detail.
- Ability to multitask and work effectively in a fast-paced, high-volume environment.
- Proficiency in retail POS systems, inventory management software, Google Suite, and related operational tools.
- Flexible schedule but with maximum availability during match days, events, and retail-driven initiatives.
