Admin Team Leader, New York

Working Here

New York is home to the heart of our US operation, with a combined retail floor space of over 70,000 square feet split between our SoHo and 5th Avenue locations. TOPSHOP TOPMAN SoHo is our first US store, opening its doors in 2009 and is a stone’s throw away from our Corporate office. Our 5th Avenue store, located in the shadow of the Rockefeller Center is the state’s largest TOPSHOP TOPMAN. With these iconic locations and over 500 New Yorkers on the team, the pace and environment is incredible and keeps our customer coming back for more.

The Job


• Recognized as a role model for delivering an exceptional internal and external customer experience
• Consistently dress as a ‘Fashion Role Model’ and support the team members to meet the expectation
• Enable the team to ‘Connect With Customers’ through coaching 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
• Understand the expectation of ‘All Sizes Out’ and the impact it has on the customer experience
• Support the team to deal with difficult internal and external customer situations in the correct way
• Facilitate an exceptional internal customer climate by delivering feedback to the team on their support of till operation/training and all other enquires
• Manage time and tasks effectively, putting the needs of the customer first to ensure that tasks don’t impact on the customer experience


• Promote an exceptional customer experience through the ownership of relevant operational set up, supporting the teams prioritization of daily administrative tasks
• Maintain good head office and vendor relationships acting as an ambassador for your store and brand
• Educate and drive the team on all Brand initiatives which support a Multichannel customer experience and the perfect operation (e-digital, email capture and Order-In-Store)
• Utilize all available tools to analyze data in order to effectively identify risks and opportunities including but not limited to, cash and credit loss, paid out control, iPad control, refund audits and safe control
• Take ownership of all required audits, finding solutions for any errors whilst escalating risks to management team with the goal of minimizing shrink and cash loss
• Support the team to deliver on all daily targets and Key Performance Indicators (KPI’s)
• Drive the perfect operation through auditing iPad and Safe control logs and maintaining effective office working conditions
• Support the management team in meeting all Health and Safety requirements to provide a safe environment for customers and the team
• Coach the team in the effective use of Microsoft Office applications in order to efficiently record information
• Ensure store operation by anticipating stationery needs and overseeing the ordering process
• 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
• Coach the team on correct till operation to minimize cash loss and till errors
• Demonstrate the ability to spot potential risks and take appropriate actions to minimize the impact on the business
• Effectively execute critical path plans to deliver on business deadlines
• Drive results through effective delegation and follow up
• Deliver on any Duties of Responsibilities (DORs) or projects assigned by the management team
• Knowledge and adherence to all company policies and procedures


• Demonstrate the ability to work with a sense of urgency, effectively balancing multiple requests and tasks
• Utilize all communication methods to keep up to date and energize and inform the team
• Support the cascade of appropriate communication by filtering relevant information received
• Partner with all in store teams to support operation of the store
• Demonstrate the ability to assess talent in order to recruit and induct new team members (including supporting the 30-60-90 day reviews)
• Foster an inclusive culture by listening to the team and ensuring that their opinions are heard
• Confidently deliver feedback to the management team and challenge decisions where appropriate
• Respond professionally and positively to constructive feedback
• Consistently review your personal development plan to utilize your strengths to develop your areas of opportunities
• Demonstrate a flexible approach and style to fit the needs of the individual
• Inspire the team to be passionate about their role and progression within the business
• Consistently deliver appropriate feedback to individuals, celebrating their successes and being constructive where support is needed
• Work with the management team to develop a resourceful and self-sufficient team
• Support the management team succession plan by identifying and developing the team

Must Haves

• 1 – 2 years of supervisor experience or equivalent
• Key knowledge in Operational execution including, office controls and general expenditure
• Enjoy working in a fast-paced and ever changing climate
• Strong focus on supporting the team to drive success across a range of key performance indicators
• Excited by having the opportunity to identify solutions to operational 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
• Strong communication and organizational skills
• Fluent in Microsoft office applications (including; Word, Excel and Power point)
• Cash Management experience

Added Extras

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