- Posted 24 July 2024
- Location
- 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