Job Description
Role Overview:
Store Supervisors support the daily operations of the retail stores by supervising staff and ensuring a seamless and positive shopping experience for all guests. This role combines strong customer service leadership, in-depth product knowledge, visual merchandising oversight, and responsibility for maintaining high store standards. As a Store Supervisor, assist in coordinating team activities, driving sales performance, and upholding company policies to ensure smooth and efficient store operations.
Company Overview:
We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.
LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.
This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels as well as launching our second show this year ‘Lapland Manchester’.
Key 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 stocktake 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 areas 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
Location: Ascot - Whitmoor Forest, Ascot, SL5 8BG, or Manchester - Congleton Road, Siddington, Macclesfield, SK11 9JY
Start Date: Early October 2025
End Date: Mid January 2026
Shifts & Availability: as you will be working on a rota basis with the other Duty Manager's, good availability between October 2025- January 2026 is essential.
Key Dates: Company Induction Date 18th October
Training period on-site: 31st October - 5th November
Live Event Period: 6th November - 24th December
Pay Rate: £14.50 per hour
One meal per day to be provided
Complimentary shuttle bus to site from local train station
20% off retail items on selected dates
Life at LaplandUK:
At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.
Passion for the Mission.
We are in service to belief. We understand the importance of what we do and its legacy.
One Collaborative Company
We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves.
Driven To Deliver Excellence
Belief is in the detail. Powered by our purpose we challenge and innovate to exceed expectations in everything we do.
Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.
LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.
LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.