Flagship Store Supervisor

POP MART; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

POP MART is opening a brand‑new flagship store in London and seeks a Supervisor to lead the floor team and work closely with the Floor Manager and leadership. You will help train and develop the sales team, uphold POP MART's standards, and drive a customer‑centric store culture from day one.

The role requires strong organisational skills, excellent communication, and a genuine passion for designer toys and retail excellence, with the ability to support a busy, high‑volume environment.

Qualifications

• 2+ years of supervisory or management experience in fast‑paced retail environments.
• Proven ability to develop and inspire a team.
• Excellent communication and customer‑resolution skills.

Responsibilities

• Oversee day‑to‑day store operations in the flagship environment.
• Deliver exceptional customer service and resolve issues per POP MART standards.
• Coach and supervise the sales team, driving performance and engagement.

Skills

Supervisory experience

Leadership

Customer service

Communication

Retail operations

Team development

Tools

CEGID POS

Job description

Industry: Retail, Designer toys and collectible pieces

Location: London

Job type: Full time, permanent

New Flagship Store

This is an exciting opportunity to join POP MART ahead of the opening of a brand-new flagship store in London. Ahead of launch, the successful candidate will complete a training period of a few weeks at one of our existing stores (Charing Cross or Oxford Street) to build hands-on experience with our systems, standards and team culture before helping to lead the new flagship from day one.

About POP MART

POP MART (09992.HK) is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services and immersive entertainment experiences to consumers.

POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established development and operation system. Our portfolio includes iconic characters such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS and Hirono. POP MART operates over 500 physical stores and more than 2,300 Robo Shops across more than thirty countries and regions, and through multiple cross border e commerce platforms reaches audiences in over ninety countries and regions, bringing joy to young consumers around the world.

POP MART has developed a comprehensive IP commercialisation ecosystem that spans multiple industries, deepening emotional bonds between fans and IPs while exploring broader opportunities for value creation. Our ventures include the world’s first immersive intellectual property themed park in the art toy industry, the expansion of its IPs into global markets through licensing and co-branding with leading global brands, and the curation of art toy expos and intellectual property themed exhibitions internationally. In Europe, POP MART has built a strong presence in key markets including the United Kingdom, France, Italy, Germany, the Netherlands and Spain, and is expanding into new high potential markets. Our expansion brings POP MART closer to European fans and offers new ways for them to connect with our IPs and stories.

For more information, please visit www.popmart.com and our LinkedIn Career page.

What to Expect

POP MART is a fast-paced company with a young and multicultural team where you can expect to:

• Contribute to a fast-growing European business that combines retail, art, and creative storytelling
• Work with passionate teams across different countries, all connected by a shared love for designer toys and unique customer experiences
• Grow your skills through hands‑on projects, collaborative learning, and opportunities to explore new ideas

POP MART offers our employees:

• Monthly appreciation gifts featuring our latest POP MART designs
• A structured bonus scheme linked to company and individual performance
• Access to a confidential Employee Assistance Programme (EAP) for counselling and wellbeing support
• Access to Aon employee benefits, a discount platform with hundreds of offers across shopping, travel, leisure, health, technology, food, and more
• Training and development programmes that build both professional skills and creative thinking
• Regular team events that bring our people together to share ideas and celebrate our work
• Join Our Team – 40-Hour Workweek, 7-Hour Shifts +1h Paid Lunch

The Role and Candidate

We are searching for a Supervisor to join our Flagship Store team in our new London store, working closely with the Floor Manager and wider leadership team to keep day-to‑day floor operations running smoothly.

This role supports the Floor Manager in delivering exceptional customer service and maintaining POP MART's operational standards on the shop floor. A key focus of this role is supporting the training, development and day-to‑day supervision of the sales team, helping to build a motivated and customer‑focused team culture. The Supervisor works closely with the Floor Manager and leadership team to help drive sales performance, elevate customer engagement, and maintain a best-in-class retail environment.

This is an exciting opportunity to join POP MART ahead of the opening of a brand-new flagship store in London. The role requires strong organisational skills, excellent communication abilities, and a genuine passion for retail. Your enthusiasm for designer collectible pieces will make you a competitive candidate.

Responsibilities

• Support the Floor Manager in overseeing day-to‑day store operations, stepping in to lead the floor in their absence.
• Deliver exceptional customer service, resolving customer issues and complaints in line with POP MART standards.
• Supervise and coach the sales team day-to‑day, ensuring adherence to company policies and procedures.
• Support the Floor Manager and leadership team in working toward sales targets and commercial goals.
• Monitor inventory levels and stock accuracy, coordinating with the merchandising team and leadership on replenishment and discrepancies.
• Maintain visual merchandising and store presentation to the highest standard.
• Oversee cashier point opening and closing procedures.
• Contribute to staff meetings, helping communicate goals, expectations and updates to the team.
• Support recruitment activity and the onboarding/training of new team members.
• Assist with administrative tasks such as rota scheduling and sales reporting.
• Be available to work flexible hours, including nights, weekends, and holidays.Be available to work flexible hours, including nights, weekends, and holidays

Required Qualifications

• 2+ years of supervisory or management experience within a fast‑paced, high‑volume retail or customer‑facing environment.
• Strong leadership skills with a proven ability to develop and inspire a team.
• Excellent communication and customer‑resolution skills, confident in handling complex situations.
• Solid commercial awareness with an understanding of store operations and performance drivers.
• Strong attention to detail and the ability to uphold high standards in a fast‑paced setting.
• Genuine passion for pop culture, collectibles, and delivering memorable customer experiences.

Desirable but Not Essential

• Knowledge of CEGID POS usage
• Experience in the toy or collectibles industry
• Experience in visual merchandising techniques