Supervisor (Second Floor)

Dover Street Market; Greater London; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Holiday allowance

Clothing allowance

60% employee discount

Rose Bakery 50% discount

Retail Trust access

VirtualGP

Cyclescheme

Eyecare vouchers

Job summary

Dover Street Market is seeking an experienced Floor Lead to drive overall sales and exemplify exceptional customer service on the shop floor in London. You will support the Floor Manager, oversee floor operations, events, stock handling and visual presentation with the VM team, ensuring adherence to policies and brand standards.

You will work closely with Brand Managers to deliver high-quality service, maintain stock integrity, and coach sales staff to meet targets while maintaining a premium

Qualifications

• Experience in fast-paced luxury retail is essential.
• Strong team-working abilities and leadership skills.
• Solid understanding of KPIs, budgets and sales targets.
• Knowledge of Dover Street Market and Comme des Garcons brands preferred.
• Ability to communicate with enthusiasm and embody brand values.
• Excellent customer service and problem-solving skills.

Responsibilities

• Drive overall sales by leading from the front and sustaining high service standards.
• Support Floor Manager with daily financial reporting and targets attainment.
• Maintain high standards of presentation with the VM team.
• Ensure cash handling, store policies and GDPR adherence are followed.
• Lead floor team during events and stock deliveries; coordinate with Brand Managers.
• Oversee stock flow, stock rooms and back-of-house organisation.
• Foster feedback loops with Buying and Merchandising based on customer insight.
• Coordinate with HR and Retail Training for staff development.

Skills

Luxury retail

Team leadership

KPIs & budgets

CRM systems

Brand knowledge

Customer service

Communication

Time management

Tools

POS systems

Job description

Driving overall sales and leading by example through personal customer service standards. Assisting the Floor Manager in the efficient running of floor and will have overall responsibility for the floor in the absence of the FM.

Key Roles & Responsibilities:

• Supporting the Floor Manager with the delivery of yearly, seasonal and weekly financial and sales targets and providing detailed reporting of daily floor performance and activities, including accurate reporting of sales figures against daily, monthly and seasonal targets.
• Leading by example through upholding and progressing high standards of service and visual presentation on the floor at all times, along with a professional and courteous approach.
• Working closely with the VM team in the maintaining of visual presentation to this high level.
• Enforcing correct and responsible cash handling, store policies and GDPR adherence at all times, and feeding back any errors or infractions to the Floor and Senior Floor Managers.
• Contributing constructively to team briefs and operational meetings, providing creative solutions and acting on any and all directives in a timely and professional manner.
• Assisting in the maintenance and oversight of the digital client book on a floor level, leading good data capture practice with the floor team.
• Assisting the Floor Management team and other departments leading up to and during store events; hosting and leading the floor sales team during events; assisting in whichever duties are most useful to the Floor Manager and Store Management team; using sales and client data to action pro-active client outreach both personally and from the floor team.
• Assisting the FM in arranging correct cover for scheduled deliveries and overseeing the processing of new stock, ensuring best practice and procedure at all times.
• Overseeing effective communication between Merchandising and Stock Control teams to ensure good stock integrity, levels, sell through, delivery and returns.
• Sharing responsibility with the FM and relevant Brand Managers in providing pro-active support to Special Projects, Stock Control and Merchandise teams during installations, de-rigs, product launches and associated maintenance activity.
• Assisting the FM in maintaining stock, stock rooms and back of house areas to the highest standards of organisation and working with the Stock Control team to ensure effective flow of stock in, out and within the business, and compliance with all Health and Fire Safety standards.
• Providing feedback to Buying and Merchandising team on customer preferences and needs after collecting relevant information from Sales Associates and Brand Managers.
• Assisting the Floor and Senior Floor Manager in working with the Retail Training Manager, HR and Concession Staff to hold effective and engaging product, service and operational trainings.

Required Experience & Skills:

• Previous experience in fast paced luxury retail environments, with strong sales performances and organisational skills related (but not limited) to luxury fashion retail.
• Strong experience working in teams.
• Good understanding of KPIs, budgets, sales targets, stock, retail and CRM systems, with the ability to translate important data into sales opportunities.
• A solid understanding of Dover Street Market and Comme des Garcons brands, related brands and activities, along with the ability to embody and communicate with enthusiasm the brands’ values and history.
• Keeping informed and up to date with all current fashion trends and market activity to better serve our clientele and aid store operations.
• The ability to clientele at a high level and lead by example at all stages of the sales process. Confidence in sharing knowledge and expertise to assist in the continual development of the floor team.
• A confident, professional and respectful manner in dealing with client feedback and complaints, with a track record of problem-solving and conflict resolution.
• Effective time management, prioritising and delegation skills whilst under pressure.

Key Deliverables:

• A strong personal sales performance equal to individual staff sales targets.
• The consistent achievement of sales targets, successfully capitalising on every opportunity to over-achieve against targets.
• An effective, well-motivated and highly organised floor Sales Team, each individual embodying the core DSM principle of ‘My Floor My Shop’ with a strong sense of ownership, awareness and creative thinking to collectively improve the ‘DSM Experience’ for all visitors.
• The ongoing maintenance and improvement of standards of service, presentation and efficacy befitting ‘The Best Store in the World’.

What We Offer:

• 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days.
• Generous clothing allowance.
• Up to 60% employee discount.
• 50% discount on all Rose Bakery food and drink.
• Access to Retail Trust, our Employee Assistance Programme.
• 24/7 access to our VirtualGP service.
• Cyclescheme and Eyecare Vouchers.

Equal Opportunity:

We celebrate the diversity of our workforce, which makes us unique, creative, and connected. As an equal opportunity employer, we ensure fair treatment for all candidates and employees. We welcome people from all walks of life and strive to make everyone feel they belong. We regularly review our recruitment and onboarding processes to be as inclusive as possible. We respect everyone’s stories and celebrate our differences.