Retail Floor Leader: Elevate Customer Experience

The-White-Company; Manchester; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Product discount

Holiday entitlement

Volunteer day

Annual bonus

Perkplace platform

Group pension

Life assurance

Social events

Job summary

The White Company is seeking a Supervisor to lead on the shop floor, guiding the team to deliver exceptional customer experiences and strong day-to-day performance.

You will bridge the gap between the team and management, translating priorities into action and supporting others to perform with confidence. The role progresses from delivering results to coaching others and maintaining brand standards in a fast-paced retail environment.

Qualifications

• Proven experience in retail or a service-led environment, with exposure to supporting or guiding others.
• Passionate about people, with the ability to inspire through warmth, communication, and example.
• Confident and proactive, with a solution-focused approach to challenges.
• Well organised, efficient, and attentive to detail.
• Motivated to develop leadership and commercial skills.

Responsibilities

• Lead by example in delivering warm, personal, and brand-led customer experiences.
• Support colleagues to build confidence in customer conversations, make product recommendations and drive conversion.
• Use customer feedback and observation to spot risks to service and act quickly.
• Help encourage data capture and relationship-building as part of everyday service.
• Handle customer queries with empathy and professionalism, escalating where appropriate.
• Champion brand values on the shop floor, creating an environment of inclusivity and care.
• Guide and support team members during shifts, setting clear expectations and priorities.
• Provide in-the-moment coaching and feedback to build confidence and capability.
• Support onboarding and training of new starters, reinforcing brand and service standards.
• Contribute to a positive training culture by sharing knowledge and best practice.
• Celebrate successes, identify development opportunities, and help cultivate a positive, inclusive team culture.
• Act as a trusted point of support between the team and management, stepping up when required.
• Act as a calm, reliable presence during busy or pressured trading periods.
• Support daily trading priorities, floor coverage, and task completion.
• Review basic sales KPIs such as conversion, ATV, and UPT. And use observations as part of daily routines, helping the team focus on what matters most.
• Support promotions, Visual Focus actions, and replenishment activity.
• Maintain high standards of housekeeping, visual presentation, and operational compliance.
• Balance completing operational tasks with maintaining excellent service on the shop floor.
• Escalate issues, risks, or opportunities clearly to store management.
• Support management by sharing customer insights and contributing to store action plans.
• Champion the digital experience in store, using technology to deliver seamless, multi-channel service.

Skills

Leadership

Customer service

Communication

People development

Organization

Job description

The White Company is seeking a Supervisor to lead on the shop floor, guiding the team to deliver exceptional customer experiences and strong day-to-day performance.

You will bridge the gap between the team and management, translating priorities into action and supporting others to perform with confidence. The role progresses from delivering results to coaching others and maintaining brand standards in a fast-paced retail environment.