Job Description
Overview Please, note this role is a 16 hours contract and weekend availability may be required
WHO WE ARE White Stuff was established in 1985 through a simple idea
This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware
Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive
Our people are at the heart of our brand, constantly moving and driving us forward
We’re sociable, talented and like minded and we’re not hierarchical or political in how we do business
We encourage entrepreneurial ideas and accountability at all levels
WHO YOU ARE You’ll be passionate about Retail and Fashion
You will have the determination to grow and succeed
You will thrive in a team environment, and you will inspire others with your passion and expertise
You will be your true self and bring out the best in others too
PRIMARY OBJECTIVE OF THE JOB Our Customer Host Supervisors support the team in ensuring we are the best on the high street for delivering an amazing customer experience
In this role you will also be responsible for working alongside the Shop Manager to deliver excellent shop commercial, visual and operational standards and to support the development and training of your team
WHAT YOU’LL BE DOING You’ll report to the Shop Manager and sit within our Retail team
Customer Experience Leading by example and coaching the team to ensure that the shop delivers excellent customer service in line with our A.C.E pillars (Be Friendly, Be Inspiring, Be Invaluable) throughout the Customer Journey
Promoting and compiling customer information, in line with data protection regulations, when completing customer purchases and driving our email conversion and sign ups
Introducing customers to, and championing within the team, multichannel shopping through endless aisle orders
Product Presentation and Visual Standards Maintaining high visual standards instore
Supporting with floor moves, mannequin and window displays, and replenishment
Understanding the features (fits, style, fabrics) of our product ranges, promoting these within the team, and explaining these to our customers
Commercial Management Making commercial decisions and being proactive with stock, promotions, and opportunities to drive sales
Supporting the coordination of promotions, incentives and key trading weeks including Customer Event, seasonal set up, sale launch and promotions
Holding a good understanding of and ability to communicate to the team the shop’s Key Performance Indicators (KPI)
Being a team player and leading team briefs in management absence to ensure the team are set up with the information and motivate to achieve targets
Holding a good understanding of KPIs and communicating to the team
Striving to continuously improve team performance
Team Management Organising and supporting the running of the shop through staff management processes such as Rotageek
Using company resources such as the White Stuff website, Looking White Stuff, the Tea Room, email communications, window guidelines and brand posts to engage with our customer and ensure compliance with daily/weekly actions
Assisting management in creating a positive atmosphere in the shop which is focused on delivering the best sales and customer experience results
Supporting with motivating and rewarding the team through praise and recognition
Living our Brand Values and championing these within the team
Delegating tasks to the team appropriately to ensure the day to day running of the shop
Identifying priorities and planning accordingly to ensure time is productively spent and the balance of tasking versus customer service is met
Seeking out opportunities to train and develop the team
Assisting management with the communication and completion of wellbeing initiatives and escalating people queries to relevant management and People teams
Cascading People Team communications such as Retail Family Gathering to the team
Operational Support Processing deliveries efficiently and ensuring that on the shop floor products are replenished and always available for customers
Assisting in supervision of stock takes and audits to ensure accurate reconciliation
Supporting with compliance and day to day transactional running of the shop, including necessary paperwork, cashing up and having good operational knowledge of in store systems and processes
Show good understanding of policies and procedures
Escalating operational issues and risks to relevant function
Understanding the Health & Safety and emergency procedures in store and leading and holding responsibility for these during management absence
Supporting visits from internal stakeholders with a professional approach
Holding responsibility for efficient and accurate ship from store and Click + Collect processes
Assisting with stocktake and audits to ensure accurate reconciliation
Doing Good Stuff Holding an awareness of our charity partner and the positive impact this has including supporting any events or charity promotions
Understanding our approach to ethical sourcing and environmental impact to be able to explain this to our customers and the team
Benefits As a Customer Host Supervisor at White Stuff you will be entitled to an array of great benefits, some of which include: Quarterly bonus opportunity Up to 25 days holiday per annum plus bank holidays 2 days paid (as per your contracted hours) per year to volunteer in the local community 50% product discount Annual uniform allowance BUPA Dental Insurance Healthcare cash plan and Life Assurance Interest free season ticket loan Pension Contribution