Required Experience

Leadership & Communication Skills

• Communicate clearly and confidently with both guests and team members to ensure smooth daily operations
• Explain product features, promotions, and store procedures to staff and guests in a clear and engaging manner
• Actively listen to team and guest feedback, resolving concerns and supporting a positive in-store environment
• Confident in leading team discussions, providing feedback, and ensuring all staff are aligned with store goals

Strong Interpersonal & Team Management Skills

• Maintain a professional and approachable attitude that fosters a welcoming atmosphere for guests and staff
• Lead by example and promote a collaborative team culture, encouraging mutual support and accountability
• Handle challenging guest interactions with tact and composure, providing guidance to staff as needed

Customer-Centric Leadership

• Ensure customer service excellence across the team by monitoring interactions and coaching staff on best practices
• Stay calm and solution-focused in high-pressure situations, ensuring a smooth and positive experience for guests
• Anticipate customer needs and guide the team to respond proactively and professionally

Operational Accuracy & Attention to Detail

• Oversee transaction accuracy and compliance with store policies, including cash (Jingle) handling and till procedures
• Ensure store presentation, stock levels, and merchandising meet brand standards through regular checks and team briefings
• Monitor expiry dates, pricing, and product quality, assigning follow-ups as necessary

Sales Leadership

• Apply upselling and cross-selling techniques personally and coach the team to do the same to meet store sales objectives
• Provide regular sales performance updates and feedback to staff to encourage continuous improvement

Flexibility & Adaptability Under Pressure

• Lead staff through dynamic and fast-paced environments, adjusting workflows and task assignments as needed
• Comfortable adapting to change, last-minute needs, and operational challenges with minimal disruption
• Support quick learning and implementation of new systems, procedures, and product knowledge across the team

Problem Solving & Initiative

• Resolve stock, staffing, or guest issues independently while escalating major concerns to senior management
• Foster a solution-oriented mindset among staff, encouraging initiative and responsibility
• Maintain composure while juggling multiple priorities, especially during peak trading hours

Tech & Retail Systems Proficiency

• Confident in using EposNow system and train and support new staff in their use
• Ensure accurate transactions and reporting, including use of store-specific currencies or promotional systems

Physical Stamina & Store Readiness

• Lead by example during physically demanding shifts, helping to manage stock movement, displays, and floor readiness
• Maintain high energy and resilience during busy periods

Professionalism & Reliability

• Trusted to open/close the store, manage daily checklists, and uphold brand and company standards
• Consistently punctual and dependable, maintaining a professional appearance and positive brand representation
• Enforce store policies and procedures, ensuring team compliance at all times

OPERATIONS

Manage a large team strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with Head Office on any required review or revision, ensuring a consistent and efficient operation.

• Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve.
• Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and working in accordance with the relevant processes.
• Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively address recurring problems.
• Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.

TEAM MANAGEMENT

• Ensure that staffing is appropriately managed in the lead up to live shows, as well as throughout.
• Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation.
• Establish, lead and maintain a professional and positive working culture within the team, acting as a role model at all times.
• Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.
• Working closely with the People Operations Manager, ensure recruitment requirements both before and during the live event are at suitable levels
• Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.
• Recognise and promote good performance and attendance through reward & recognition offerings

HEALTH AND SAFETY

• Ensure a safe and secure environment for both colleagues and guests.
• Assist the Management team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times.
• Report any health and safety accidents or near-misses into Event Control, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.

TRAINING

• Deliver pre-approved training courses to both new and existing colleagues before and during the event.
• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.
• Conduct delegate training assessments and validations, having overall accountability that all team members within the operation are trained effectively with the required documentation complete.

VIP & PR GUESTS

• Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience

• Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.
• Strong working knowledge of best Health and Safety practices.
• Experience coordinating cast members within a guest-facing operation.

Desirable Experience

• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

Skills / Knowledge

• Excellent communication, interpersonal and diplomacy skills.
• Bright with a strong sense of initiative.
• Confident with technology & various staffing software systems.
• Flexibility of approach to working environment needs.
• Ability to work well in a team environment.
• Positive attitude throughout to ensure a good morale is sustained onsite.
• Organisational skills and attention to detail.
• Ability to work under pressure.

Shifts & Availability

As you will be working on a rota basis with the other Store Supervisors, good availability between October 2026- January 2026 is essential.

Training and Build period on-site

October TBC

Live Event Period

7th November - 24th December

Pay Rate

£17.00 per hour

WHAT YOU’LL RECEIVE

• £17.00 per hour, plus holiday pay which