- Posted 24 July 2024
- LocationLondon
- Job type Permanent - Full Time
- DisciplineHeathrow Airport - Terminal 5
- Reference006462
Heathrow Sales Supervisor
Job description
Role Purpose:
Based in London Heathrow, this is a service and people management focused role, delivering excellent customer service to our customers and coaching team members to optimise and exceed sale targets.
Reports to:
International Account Manager
Direct Reports:
Sales Associates
Key interfaces:
The role holder will interact with customers, as well as colleagues both within and out with their department, senior managers and business leaders.
Key Accountabilities:
Managing a team of 7 you will be required to;
Produce weekly rota for team whilst adhering to operational impact of flight schedules, budget and staff availability
Manage staff availability, engaging agency staff where necessary but within budget
Manage all staff issues with support from Head Office.
Help drive, motivate and encourage the store team to achieve sales targets
Coach, counsel and train team to always deliver exceptional customer service
Act as first initial point of contact for issues regarding customer complaints, as well as key stakeholders within Heathrow.
Ensure strict adherence to company and airport policies, controls and standards including food hygiene.
Use Microsoft Office platforms to deliver regular reports to line manager
Manage tastings and support events
Maintain visual merchandising standards as set out by Head Office
Regular visits to other Heathrow terminals to check standards
Ensure the smooth running of the Duty-Free spaces within Terminal 3 and 5
Key Performance Indicators:
Drive Sales V Plan, Sales vs LY
Pass unplanned audits on policy by Heathrow stakeholders
Drive productivity figures within the team
Drive data capture by engaging team
Acting on customer feedback and complaints
Seek ongoing feedback from line manager, peers and team.
Role Specific Criteria (Experience/Behaviours/Technical Ability)
Key Behaviours:
Strong people management skills.
Ability to multitask, prioritise and manage time effectively
Solid interpersonal and communication skills
Build strong relationships with other departments
Ability to think quickly and rationally to ever-changing situations
Demonstrate the desire and curiosity to become an expert within your role and the wider business.
Convey a positive outlook and approach, even in stressful situations.
People:
Motivate and inspire team to hit targets
Consistently lead by example
Coach to drive performance and enable change
Role model the company values
Inspire creativity and innovation within the team in order to deliver business goals
Seek and act on feedback to develop myself and my team
Support new recruits in department - prepare two week induction plan/checklist
Ensure staff grooming standards meet company requirements
Help to ensure that all staff carry out their duties to the best of their abilities at all times, liaising with other supervisors where appropriate
Provide on floor feedback to team to heighten their ability to fulfil the role and to prevent unwanted behaviours from reoccurring
Customer Experience:
Maintain excellent shop floor standards and cleanliness of fixtures
Regularly check presentation of team members (grooming, dress code, name badges)
Demonstrate thorough product knowledge
Ensure all products are clearly labelled and pricing is accurate and in line with company’s standards
Ensure all new and exclusive products/brands have corresponding signage and that it is clear and in good condition
Ensure due diligence of H&S standards – free of hazards and accidents reported correctly and of minimal occurrence
Awareness of security procedures and act upon
Drive tastings and customer activity to deliver a sense of pleasure to our customers
Operational Standards:
Solid interpersonal and communication skills with the ability to influence outcomes at all levels.
Ability to build and nurture relationships across all areas of the business involving the right people at the right time.
Ability to think quickly and rationally to ever-changing situations.
Demonstrate the desire and curiosity to become an expert within the role and the wider business.
Convey a positive outlook and approach, even in stressful situations. Ability to keep calm, lead by example and find the correct solution
Demonstrate a sense of urgency in taking action and executing tasks.
Sales:
Create and deliver an extraordinary customer experience, meeting sales targets
Act as a role model at all times with customer experience at the top of the agenda
Demonstrate an authentic and passionate understanding of brand, product and the competition
Respond effectively to customer complaints & ensure follow up action is taken to prevent reoccurrence
Ensure well managed stocks and displays
Cash-handling, ordering change and maintaining gift card levels
We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.
In return, we offer:
A competitive salary
A generous store and restaurant discount of up to 40%
25 days holidays pro rata (excluded bank holidays) and an extra day off for your birthday
A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
A range of opportunities to develop and grow personally and professionally
Excellent pension scheme