WDF Supervisor

Our Head Office department is located in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

Role Purpose:

A sales and service focused role, coaching team members to optimise and exceed sale targets while maintaining brand standards.

Key Accountabilities:

Manage a team of 3/4:

• Produce weekly rota for team of part-time staff adhering to operational impact of flight schedules, budgets, and staff availability
• Manage sick days, engaging agency staff where necessary but within budget
• Manage all other 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 for key stakeholders within Terminal 5
• 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 standard

Work with the Terminal 5 Airport team to ensure the smooth running of the Fortnum and Mason space to their standards as well as our own:

• Maintain space to prescribed rules
• Ensure regular contact with the floor manager with any issues and build relationship
• Build relationship with the stock controllers at T5. Report all stock issues and increase opportunity for correcting stock issues.

Key Performance Indicators:

• Drive Sales V Plan, Sales vs LY
• Pass unplanned audits on policy by Terminal 5 stakeholders
• Acting on customer feedback and complaints working with main T5 store
• Seek ongoing feedback from line manager, peers and team.
• Ensure well managed stocks and displays

Key Behaviours:

• Good people management skills
• Ability to multitask, prioritise and manage time effectively
• Solid interpersonal and communication skills
• Build strong relationships with stakeholders easily
• 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, taking advantage of all appropriate training opportunities offered by F&M
• Convey a positive outlook and approach, even in stressful situations
• Ability to work remotely from line manager

People:

• Motivate and inspire team to hit targets
• Consistently lead by example
• Coach to drive performance and enable change
• Role model the company values
• Cash-handling, ordering change and maintaining gift card levels
• Inspire creativity and innovation within the team 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 always carry out their duties to the best of their abilities
• 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 presentation standards and cleanliness
• 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
• Familiar with Microsoft Office and able to use to deliver regular reports

In return, we offer fabulous benefits:

• A competitive salary + paid overtime
• A generous store and restaurant discount of up to 40%
• Annual bonus of up to 5% of annual salary
• 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff meal scheme
• Defined development scheme to grow your career
• Monthly staff shop
• Excellent pension scheme