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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