Retail Duty Manager (Ascot and Manchester)

Role Overview:   

Retail Duty Managers support the daily operations of the retail stores by supervising staff, ensuring the highest level of customer service, and maintaining a seamless shopping experience for all guests. This role combines strategic leadership in customer service, expert product knowledge, visual merchandising oversight, and accountability for store performance.  

As Retail Duty Manager, you will lead the coordination of team activities, drive sales performance, and enforce company policies to guarantee smooth, efficient, and profitable store operations. You will also be responsible for overseeing store standards, managing operational tasks, and supporting staff development to meet organisational goals. 

 

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 delivering exceptional guest service, ensuring a professional, friendly, and welcoming environment 
• Act as the first point of escalation for complex customer queries, complaints, or service issues, ensuring prompt and effective resolution 
• Support staff in meeting service KPIs and drive revenue through active coaching on upselling and cross-selling techniques 

Sales Transactions 

• Take full responsibility for daily retail transactions using the EposNow till system, ensuring accuracy and efficiency across all outlets 
• Approve and oversee refunds, exchanges, and discounts in line with store and company policy 
• Manage daily cash (Jingle) handling procedures, including float checks, Jingle reconciliation, and end-of-day processes 
• Ensure financial controls, transactional compliance, and till security protocols are consistently followed 

Stock Management & Merchandising 

• Manage stock replenishment with the Warehouse Stock Manager and product placement to meet merchandising standards and optimize customer experience 
• Lead stock movement day-to-day and stocktake activities during build and de-rig, including coordination between shopfloors and storerooms 
• Enforce stock control processes to minimize loss and reduce shrinkage, including real-time inventory checks, provide hands-on training and daily guidance to staff on effective stock handling and visual merchandising standards 

Store Presentation & Maintenance 

• Ensure that the store environment is clean, well-organized, and aligns with brand expectations at all times 
• Conduct regular checks on till areas, counters, and shared spaces to uphold cleanliness and professionalism 
• Execute and monitor store opening and closing procedures, including completion of operational checklists 

Health & Safety Compliance 

• Take accountability for ensuring team adherence to all health, safety, and hygiene procedures 
• Lead regular health and safety inspections, resolving issues promptly and escalating where necessary 
• Implement and monitor loss prevention strategies, training the team on theft deterrence and incident reporting 

Team Leadership & Collaboration 

• Supervise, coach, and support team members throughout daily operations, ensuring productivity and positive morale 
• Lead team briefings, delegate responsibilities effectively, and oversee completion of assigned tasks 
• Facilitate the induction and ongoing training of new and existing team members to ensure consistent performance 

Required Experience:   

Leadership & Communication Skills 

• Communicate clearly and confidently with both guests and team members to ensure efficient and effective store operations 
• Deliver team briefings, delegate responsibilities, and ensure alignment with daily and long-term store goals 
• Actively listen and respond to team and customer feedback, implementing improvements and resolving concerns professionally 
• Provide real-time coaching and performance feedback to maintain high service and operational standards 

Team Management & Interpersonal Effectiveness 

• Foster a collaborative and motivated team environment through clear expectations, consistent support, and positive leadership 
• Serve as a role model in professionalism and approachability, promoting a guest-first culture throughout the store 
• Provide guidance in handling escalated customer interactions and support team members in challenging situations 

Customer-Centric Leadership 

• Oversee delivery of excellent guest experiences across all touchpoints, ensuring consistent service quality 
• Remain calm and solutions-focused during high-volume periods or customer issues, ensuring guest satisfaction is prioritized 
• Monitor and support the team in proactively identifying and meeting guest needs 

Operational Accuracy & Store Standards 

• Supervise all aspects of store operations, ensuring transactions, stock levels, and merchandising align with brand expectations 
• Oversee till operations, including accurate cash (Jingle) handling, reconciliation, and compliance with financial protocols 
• Conduct regular checks on pricing, expiry dates, stock quality, and store presentation, addressing discrepancies promptly 

Sales Performance & Team Coaching 

• Lead by example in upselling and drive the team to meet and exceed store sales objectives 
• Track team sales performance, deliver feedback, and implement strategies to improve results 
• Promote a commercial mindset within the team by aligning sales efforts with key product lines and customer insights 

Adaptability & Operational Agility 

• Effectively manage staff during fast-paced and changing retail conditions, re-prioritising resources as necessary 
• Respond to last-minute operational needs and reallocating tasks to meet daily requirements 
• Champion a learning culture, ensuring the team adapts quickly to new products, systems, or procedures 

Problem Solving & Initiative 

• Resolve operational issues such as stock discrepancies, staff shortages, and guest concerns independently 
• Promote a proactive and solution-driven approach within the team to address challenges and improve efficiency 

Retail Systems & Technology Proficiency 

• Ensure full and correct use of the EposNow system, including training and troubleshooting for team members 
• Maintain accuracy in transaction processing and reporting 

Store Readiness & Physical Commitment 

• Maintain store readiness through active participation in stock movement, visual displays, and shopfloor organisation 
• Lead physically demanding tasks and support the team with energy and focus 

Reliability, Policy Compliance & Brand Standards 

• Accountable for opening and closing procedures, staff coverage, and completion of daily operational checklists and financial reports 
• Uphold and enforce all store policies, procedures, and health & safety standards across all areas of the business 
• Represent the store brand consistently with professionalism and integrity 

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: £16.50 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.