Sales - Supervisor

NEW LOOK; Colchester; On-site; GBP 21,000 - 28,000; Full time

Job summary

New Look in Colchester is seeking a Supervisor to work with the management team to deliver an outstanding Omnichannel experience for customers, upholding the brand promise and values. You will lead by example, coaching the team to provide confident fashion advice and seamless service across in-store and online channels.

In this role you will drive visual merchandising, support store targets, and foster a diverse, engaged team.

Qualifications

• Coaching and developing others to deliver consistent customer service.
• Understanding customer needs and delivering fashion advice.

Responsibilities

• Develop the team to deliver a seamless Omnichannel journey in-store and online.
• Coach on YATD techniques with regular feedback to build customer trust.
• Inspire visual journeys in-store through layout, merchandising, windows and mannequins.
• Embed Service Promise and KIND values in daily store operations.
• Capture customer feedback and report opportunities to management.
• Ensure compliance with store policies and procedures.
• Drive store targets and KPI performance with effective deployment of staff.
• Participate in building a culture of diversity and inclusion.

Skills

Coaching

Customer service

Team leadership

Communication

Job description

Job Purpose:

As a Supervisor, you will work with your management team to implement the ultimate Omnichannel experience for our customers, ensuring they are given the highest level of service by living our Service Promise.

You’ll be part of a team that has fun, supports each other and delivers results. You will do this by living and breathing our Brand Values in everything you do: Customer Obsessed, Play to Win, It Starts With Me and We Are One.

You will inspire our customers to look good and express themselves with the latest fashion, wherever and whenever they want. You will achieve this by being an ambassador for the brand and demonstrating a customer first approach.

Accountabilities and Responsibilities:

CUSTOMER

• Develop the team to deliver a seamless Omnichannel Customer journey within store and ensure our customers feel like they are shopping with one brand whether in store or online
• Coach and develop the team on YATD techniques, regularly observing and providing feedback to ensure they are giving advice and recommendations that our customer trusts, giving them the confidence to play with styles and ideas in fashion
• Actively take part in inspiring visual journeys in store, tailoring layout, merchandising, Windows and mannequins to reflect the local market and customer
• Embed the Service Promise of Easy/Smile/Care, by making it part of the in-store ethos, and led by the store team
• Capture customer feedback through VOTC and notify the Deputy/Store Manager of any opportunities highlighted to deliver best in store experiences
• Support in ensuring all KIND initiatives are embedded (backhauling, carrier bags, waste management etc) to deliver on our KIND values
• Delivering effective deployment of the team so that our customer's needs are always met
• Recognise Team Members for delivering a fantastic customer experience and share successes across the Territory
• Actively support our charities and communities to ensure positive local impact in the areas in which we operate

TEAM

• Sponsor a culture of diversity and inclusion; this is foundational to how we recruit, develop and retain our teams
• Work with the Deputy/Store Manager to create an environment in which team engagement is optimised, feedback is sought and acted upon, and wellbeing initiatives are led by the Management Team
• Role modelling our Values and ensuring our Teams work with them in mind
• Actively seek out opportunities for self-development - this is as important as that of your teams
• Coach and develop a team of high performing Omnichannel advocates who are focused to deliver a great experience for our customers
• Nurture, develop and grow our teams to ensure we retain best in market and contribute to forming career pathways for our teams, along with store succession
• Support the Management Team through any change, have great communication skills and a willingness to adapt at pace in a changing environment
• Play a crucial part in building a culture that rewards and recognises both individual and team performance
• Understand key people policies and procedures and apply these in a fair and consistent manner
• Train team to keep the store environment safe for our customers and colleagues by understanding their responsibility to follow all H&S procedures

GROWTH

• Aware of store targets and KPI measures and utilises all reports to view and highlight opportunities
• Activity execution is always delivered to a high standard, with conversion opportunities maximised and markdown reduction a key focus
• Support the Store Manager to achieve strong visual execution, combined with efficient and effective operational processes to ensure opportunities for sales growth are maximised
• Ensure your team keep up to date with everything New Look has to offer so they can recommend our products and services in a genuine and authentic way, driving store performance and brand awareness
• Use Omnichannel customer data, commercial data and local knowledge, highlight and support the Store Manager to make informed decisions
• Ensure 'Standard Operating Procedures' are consistently followed by the team to protect our brand and maximise efficiencies
• Work together with the Deputy/Store Manager to deliver profit growth by maximising sales opportunities and showing a can-do attitude to minimising costs
• Adhere to legal operational compliance at all time, ensuring your team understand their roles and responsibilities
• Effectively manage payroll spend within budget and company guidelines

Behaviours, Knowledge and Experience

• You're confident with people and passionate about talking to our customers. You communicate well and deliver a great customer experience that showcases your personality every time
• You understand who the core customer is that shops within your local market
• You're passionate about fashion and clothes, and you stay up to date with the latest trends
• Retail is fast paced and forever evolving; you embrace this change and demonstrate resilience, supporting your team to do the same
• You understand what it is to be a part of a team and work together, demonstrating the values and behaviours that make you a great team player
• You'll have a keen eye for detail in maintaining great store standards
• Previous experience in retail is desirable but not essential

Key Relationships

• Sales/Deputy Manager
• Store Manager
• Store Team
• Local New Look Stores