Sales Supervisor-Keyholder SoHo Flagship, 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 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 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
• Fulfill the expectation of ‘All Sizes Out’ by reviewing replenishment on the floor
• 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 deliver on all daily targets and Key Performance Indicators (KPI’s)
• Educate and drive the team on all Brand initiatives which support a Multichannel customer experience (e-digital, email capture and Order-In-Store)
• Utilize daily and weekly department reports to identify best sellers and drive sales
• 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
• Take actions that assist in reducing shrink/stockloss
• Effectively zone team members across the floor to maintain store standards and 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
• Effectively execute critical path plans to deliver on business deadlines
• Facilitate the effective operation of all service touchpoints through the team, ensuring that the customer is always the priority
• Deliver on any Duties of Responsibilities (DORs) or projects assigned by the management team
• 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 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
• Connect with the visual teams to support the delivery of the trends and departments to maximize sales opportunities and inspire the customer
• Partner with the Product and/or Back of House teams to ensure the availability of sizes and product for the customer
• 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 on opportunities you spot to improve the store 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 the management team in positivity addressing performance management of individuals

Must Haves

• 1 – 2 years of supervisor experience or equivalent
• Strong organizational skills 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
  • Bonus Scheme
  • Fashion Role Model Allowance
  • Wageworks Commuter Benefit
  • 401k Scheme
  • Development Opportunities
  • Health Care (Medical, Dental & Vision) – Full Time Only