Retail Store Supervisor - Manchester 2026

RESPONSIBILITIES

Customer Service & Support 

• Lead by example in greeting guests and delivering exceptional service in a professional and friendly manner 
• Support team members in providing accurate product and experience/show information to guests 
• Address escalated guest complaints and concerns promptly to ensure a positive resolution and customer satisfaction 
• Coach staff on upselling and cross-selling techniques to drive sales and meet store objectives 

Sales Transactions 

• Oversee daily sales operations and ensure our EposNow till system is used correctly and efficiently by team members
• Authorize refunds, exchanges, and discounts in line with store policies 
• Supervise and reconcile cash (Jingle) handling procedures, including end-of-day balancing of tills 
• Ensure compliance with company standards for financial transactions and security 

Stock Management & Merchandising 

• Supervise stock replenishment and ensure merchandising standards are consistently maintained 
• Lead inventory control measures, including loss prevention, and stock take movement processes between the storerooms and the shopfloors 
• Train and guide team members on proper stock handling and merchandising best practices 

Store Presentation & Maintenance 

• Ensure the store is clean, organized, and visually appealing in line with brand standards 
• Oversee the setup of pricing displays and signage, ensuring guidelines are followed 
• Monitor store facilities including till and counter areas and common are as to maintain a welcoming environment 
• Implement and enforce store opening and closing checklists 

Health & Safety Compliance 

• Monitor and enforce adherence to company health, safety, and hygiene policies 
• Conduct regular safety checks and address hazards or incidents in a timely manner
• Train staff in loss prevention practices and ensure procedures are followed to minimize shrinkage 

Team Leadership & Collaboration 

• Supervise, motivate, and support team members to ensure smooth daily operations 
• Conduct team briefings, delegate tasks, and monitor individual performance 
• Support onboarding and training of new staff, promoting a collaborative and productive work environment 
• Step in to assist in any area of the store as needed, fostering teamwork and flexibility 

Required Experience: 

Leadership & Communication Skills 

• Communicate clearly and confidently with both guests and team members to ensure smooth daily operations 
• Explain product features, promotions, and store procedures to staff and guests in a clear and engaging manner 
• Actively listen to team and guest feedback, resolving concerns and supporting a positive in-store environment 
• Confident in leading team discussions, providing feedback, and ensuring all staff are aligned with store goals 

Strong Interpersonal & Team Management Skills 

• Maintain a professional and approachable attitude that fosters a welcoming atmosphere for guests and staff 
• Lead by example and promote a collaborative team culture, encouraging mutual support and accountability 
• Handle challenging guest interactions with tact and composure, providing guidance to staff as needed 

Customer-Centric Leadership 

• Ensure customer service excellence across the team by monitoring interactions and coaching staff on best practices 
• Stay calm and solution-focused in high-pressure situations, ensuring a smooth and positive experience for guests 
• Anticipate customer needs and guide the team to respond proactively and professionally 

Operational Accuracy & Attention to Detail 

• Oversee transaction accuracy and compliance with store policies, including cash (Jingle) handling and till procedures 
• Ensure store presentation, stock levels, and merchandising meet brand standards through regular checks and team briefings 
• Monitor expiry dates, pricing, and product quality, assigning follow-ups as necessary 

Sales Leadership 

• Apply upselling and cross-selling techniques personally and coach the team to do the same to meet store sales objectives 
• Provide regular sales performance updates and feedback to staff to encourage continuous improvement 

Flexibility & Adaptability Under Pressure 

• Lead staff through dynamic and fast-paced environments, adjusting workflows and task assignments as needed 
• Comfortable adapting to change, last-minute needs, and operational challenges with minimal disruption 
• Support quick learning and implementation of new systems, procedures, and product knowledge across the team 

Problem Solving & Initiative 

• Resolve stock, staffing, or guest issues independently while escalating major concerns to senior management 
• Foster a solution-oriented mindset among staff, encouraging initiative and responsibility 
• Maintain composure while juggling multiple priorities, especially during peak trading hours 

Tech & Retail Systems Proficiency 

• Confident in using EposNow system and train and support new staff in their use

• Ensure accurate transactions and reporting, including use of store-specific currencies or promotional systems 

Physical Stamina & Store Readiness 

• Lead by example during physically demanding shifts, helping to manage stock movement, displays, and floor readiness 
• Maintain high energy and resilience during busy periods 

Professionalism & Reliability 

• Trusted to open/close the store, manage daily checklists, and uphold brand and company standards 
• Consistently punctual and dependable, maintaining a professional appearance and positive brand representation 
• Enforce store policies and procedures,ensuring team compliance at all times

OPERATIONSManage a large team strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with Head Office on any required review orrevision, ensuring a consistent and efficient operation.

• Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve.
• Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and working in accordance with the relevant processes.
• Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively address recurring problems.
• Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.

TEAM MANAGEMENT- Ensure that staffing is appropriately managed in the lead up to live shows, as well as throughout.- Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation.- Establish, lead and maintain a professional and positive working culture within the team, acting as a role model at all times.

- Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.- Working closely with the People Operations Manager, ensure recruitment requirements both before and during the live event are at suitable levels

- Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.

- Recognise and promote good performance and attendance through reward & recognition offeringsHEALTH AND SAFETY• Ensure a safe and secure environment for both colleagues and guests.

• Assist the Management team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times.

• Report any health and safety accidents or near-misses into Event Control, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.TRAINING• Deliver pre-approved training courses to both new and existing colleagues before and during the event.• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.• Conduct delegate training assessments and validations, having overall accountability that all team members within the operation are trained effectively with the required documentation complete.VIP & PR GUESTS• Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.

KNOWLEDGE, SKILLS & EXPERIENCEEssential Experience:• Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.Previous• Strong working knowledge of best Health and Safety practices.• Experience co-ordinating cast members within a guest-facing operation.Desirable Experience:• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).Skills / Knowledge• Excellent communication, interpersonal and diplomacy skills.• Bright with a strong sense of initiative.• Confident with technology & various staffing software systems.• Flexibility of approach to working environment needs.• Ability to work well in a team environment.• Positive attitude throughout to ensure a good morale is sustained onsite.• Organisational skills and attention to detail.• Ability to work under pressure.

Shifts & Availability: as you will be working on a rota basis with the other Store Supervisors, good availability between October 2026- January 2026 is essential.