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