TOPSHOP / TOPMAN Loss Prevention Team Lead, Chicago

Working Here

Our Chicago store was the 2nd store to open in the US. Since 2011 our Magnificent Mile store has dominated the Water Tower shopping area on Michigan Avenue. Customers can stock up on the latest offerings from TOPSHOP & TOPMAN over the three floors of this exciting shopping destination

The Job


• Recognized as a role model for delivering an exceptional internal and external customer experience
• Enable the team to ‘Connect With Customers’ through coaching the team on how to deliver a flexible service and selling style
• Drive ‘Know Your Stuff’, supporting the team to develop the knowledge needed to answer any customer questions
• Support the team to deal with difficult internal and external customer situations in the correct way
• Manage time and tasks effectively, putting the needs of the customer first to ensure that tasks don’t impact on the customer experience
• Support the team to maintain professionalism, showcasing how customer service deters theft


• Positively promote the importance of understanding and all state and federal rules pertaining to the Loss Prevention role to facilitate the protection of the team, store, product and property
• Monitor store opening and closing, delivering feedback and coaching the team to support them in meeting policy and procedure
• Support the team to deliver on all daily targets and Key Performance Indicators (KPI’s)
• Educate and drive the team on all Brand initiatives which support the perfect operation
• Review daily and weekly tasks and prioritize based on the needs of the business
• Drive consistency by keeping key partners up-to-date with pertinent information and executing effective handovers
• Demonstrate the ability to spot potential risks and take appropriate actions to minimize the impact on the business
• Take actions that assist in reducing shrink/stockloss, monitoring audits and checks pertaining to loss prevention and offering solutions to any risks
• Effectively zone team members across the Store to identify and reduce potential loss and maintain a positive customer experience
• Drive results through effective delegation and follow up
• Support the management team in meeting all Health and Safety requirements to provide a safe environment for customers and the team
• Challenge team on local fire department regulations, following up on checks to ensure compliance
• Effectively execute critical path plans to deliver on business deadlines
• Support the management team on increasing awareness of preventative loss, by using the stock loss action plan
• Challenge the team to create and implement new and innovative activities to reduce shrink
• Educate team on local theft trends, coaching them on how to utilize this information to reduce shrink
• Promote the importance of data protection pertaining to the store, internal and external customer
• Monitor the team on entrance and departure controls, supporting with any difficult situations to ensure the protection of the building, team, product and property
• Deliver on any Duties of Responsibilities (DORs) or projects assigned by the management team
• Support Operations Management with inventory planning and completion alongside the execution of the stock loss action plan
• Knowledge and adherence to all company policies and procedures


• Work alongside team members to demonstrate achieving tasks with a sense of urgency
• Utilize all communication methods to keep up to date and energize and inform the team
• Motivate the team through fostering multiple communication styles and behaviors
• Support the cascade of appropriate communication by filtering relevant information received
• Proactively connect with all instore functions to support the successful application of preventative loss methods
• Ability to assess talent in order to recruit and induct new team members (including supporting the 30-60-90 day reviews)
• Coach team through the correct operation of tools and equipment utilized to prevent loss in order to maximize effectiveness including CCTV and Radios
• Foster an inclusive culture by listening to the team and ensuring that their opinions are heard
• Confidently deliver feedback on opportunities you spot to improve to the management team and challenge decisions where appropriate
• Respond professionally and positively to constructive feedback
• Consistently review personal development plan to utilize strengths to develop areas of opportunity
• Demonstrate flexibility in leadership style and approach to fit individual’s needs
• Inspire the team to be passionate about their role and progression within the business
• Consistently deliver appropriate feedback to set expectation individuals celebrating their successes and being constructive where support is needed
• Highlight key performers to the management team to support in succession planning
• Support management team in positivity addressing performance management of individuals
• Positively promote the Loss Prevention function to the rest of the store team and be seen as an expert in Loss Prevention knowledge
• Monitor the training of team members around health and safety compliance, Fire Safety code Adam and store evacuation
• Assess the Teams awareness of loss prevention risks and techniques, delivering on the spot training when required

Must Haves

• Experience in a Loss Prevention / Security or equivalent role
• 1 – 2 years of supervisor experience or equivalent
• Enjoy working in a fast-paced and ever changing climate
• Strong focus on leading the team to drive success across a range of key performance indicators
• Excited by having the opportunity to identify solutions to operational, product and team challenges
• Role model exceptional internal and external customers service
• Open Availability to suit the business needs (including weekends and occasional nights)
• Have an infinity with the Brand identity

Added Extras

• Paid Time Off
• Staff Discount
• Fashion Role Model Allowance
• Wageworks Commuter Benefit
• 401k Scheme
• Development Opportunities
• Health Care (Medical, Dental & Vision)