Supervisor

The Company

At Theory, we create clothes that matter that empower and improve the way we live through exceptional fit, fabric, and style. In 1997, Theory was founded in New York on the simple idea that stretch fabrics in tailored clothing could change how we dress and live. Two decades later, we continue to perfect our offering of elevated wardrobe essentials for the ambitious, urban man and woman. From sourcing materials from the best mills in the world to the innovation and craftsmanship at our atelier in New York's Meatpacking District, the integrity of our process is just as important as our final product. In 2004, Theory was acquired by Fast Retailing, spurring the international expansion of the brand. Operating 440 stores worldwide today, Theory is a New York brand with a global mindset. Our customers dream big, achieve goals, and aim for perfection. So do we, and so do our clothes.

The role

The Supervisor is responsible for achieving store sales and maximising profitability through effective management of store team and implementation of company policies. The Supervisor is part of the store leadership team, supports the development and motivation of the entire team to provide a superior level of customer service that will drive sales productivity and results.

Key responsibilities and duties

• Sales Generation
  • Own, develop and drive sales in store to exceed sales expectations set by the Company.
  • Analyse available sales reports and data to determine the needs of the business.
  • Continuously motivate sales staff to meet assigned sales and productivity goals.
  • Support the development of associates’ sales techniques, ensuring utilisation of elevated levels of sales and service to maximise sales.
  • Demonstrate an in-depth knowledge of the merchandise; ensure selling staff are fluent in all aspects of product knowledge.
  • Demonstrate sales leadership for staff by playing an active role on the selling floor.
• Customer Service
  • Continuously seek to enhance customer journey, provide expert knowledge of brand history, product and Theory For Good commitments.
  • Lead by example in delivering excellent customer service.
  • Ensure the team maintains constant client communication through utilising their client books.
  • Manage client database and utilise information to increase sales and client contact.
  • Resolve all client problems and complaints quickly and effectively.
  • Assist Sales Associates with various customer service issues i.e. dissatisfied customers, returns, defective merchandise etc.
• Leadership and Coaching
  • Recruit, interview, train, and develop staff ensuring all positions are filled in a timely manner with qualified personnel.
  • Lead and coach the team, provide direction and mentorship on all business needs to drive accountability.
  • Support with the build and delivery of training programs, seminars etc.
  • Promote professionalism and effective communication ensuring that the company values are evidenced.
  • Promote a positive working environment and wellbeing.
• Operations
  • Responsible for ensuring facility maintenance, presentation and organisation of the store.
  • Ensure cash control procedures are accurately followed including bank deposits, safe funds and petty cash.
  • Drive understanding of group and brand policies and procedures to ensure compliance.
  • Ensure staff are trained in all areas of appropriate register usage and maintenance.
  • Understand and properly execute all management register functions.
  • Support, promote and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management, inter-store communication.
  • Exhibit proficiency in computer programs used by the Company including Word, Excel.
  • Responsible for managing and promoting health and safety and escalating where necessary.
• Visual Merchandising
  • Implement and maintain all merchandising directives and ensure execution of effective merchandising strategies.
  • Ensure the selling floor is neat, clean, organised and reflects the correct visual image at all times.
  • Ensure presentation of all displays, fixtures and all visual areas are reflective of current visual direction.
  • Identify and communicate product concerns in a timely manner.

Key skills and experience

• Extensive experience of working in a similar position for a premium or luxury brand.
• Dynamic interpersonal and communications skills both verbal and written.
• Solid independent work ethic, able to motivate one’s self to meet company expectations.
• Exceptional time management skills.
• KPI focused, experience of driving sales to meet or exceed commercial targets.
• Excellent commercial acumen, expert understanding of a retail environment and the key drivers associated including consumer purchasing behaviours.
• Demonstrable operational skills, able to maintain store operations adhering to Company guidelines and legislative demands.
• Excellent coaching and managerial skills, able to motivate, engage, develop and retain employees.
• Demonstrable experience of POS and store systems. Able to effectively navigate computer/handheld systems with sound computer and keyboard skills.
• Excellent use of initiative and problem-solving skills.
• Able to confidently make and suggest solutions, driving change where appropriate.