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Supervisor – Omnichannel Retail Role (USA)
About New Look
New Look is a feel-good fashion pioneer, making style accessible and fun for over 55 years through our online platform, mobile app, and over 300 stores across the UK. We drive impact through our core values: "Play to Win", "Customer Obsessed", "It Starts With Me", and "We Are One"—all designed to deliver That New Look Feeling for customers and colleagues alike.
Job Purpose
As a Supervisor, you will collaborate with the management team to deliver an ultimate Omnichannel experience for our customers, ensuring they receive the highest level of service by upholding our Service Promise.
This role demands commitment to our brand values—Customer Obsessed, Play to Win, It Starts With Me, and We Are One—while fostering a culture of fun, support, and results. You’ll inspire customers with the latest fashion trends, allow them to express themselves across all channels, and embody our brand ethos at every opportunity.
Accountabilities & Responsibilities
🛍️ Customer First
- Ensure team delivers a seamless Omnichannel experience in-store, aligning in-store and online shopping to create a unified brand experience.
- Coach staff in YATD (You, Advisor, Team, Duration) techniques, supporting them in offering trusted, confidence-boosting fashion advice.
- Lead visual merchandising in-store—tailoring layouts, window displays, and mannequin designs to reflect local customer needs and trends.
- Embed the Service Promise (Easy/Smile/Care) to foster strong in-store etiquette and a customer-focused ethos.
- Capture customer feedback via VOTC (Voice of the Customer) and act on opportunities to enhance the in-store experience.
- Driving KIND initiatives (e.g., backhauling, waste management) to align with our sustainability goals.
- Schedule team shifts effectively to meet customer demand and ensure service excellence.
- Recognise team efforts in delivering exceptional customer service to drive positive word-of-mouth.
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💪 Team Advocacy
- Cultivate a diverse and inclusive culture—reflecting this in recruitment, development, and team retention.
- Support Store Manager/Deputy in fostering engagement, formally soliciting and acting upon team feedback, while prioritising wellbeing.
- Role-model leadership by embodying our core values, ensuring the team works with empathy and cohesion.
- Nurture team growth through coaching, succession planning, and formulating clear career pathways.
- Handle change with adaptability and open communication, supporting store operations amid fast-paced shifts.
📈 Growth & Efficiency
- Work to analyse store targets and KPIs, using reports to identify actionable opportunities for revenue growth.
- Drive store performance by ensuring the team stays updated on New Look’s new arrivals, promotions, and services.
- Collaborate on Omnichannel data and local knowledge to inform strategic decisions, enhancing in-store and online synergy.
- Uphold Standard Operating Procedures (SOPs) to maintain brand integrity and operational efficiency.
- Partner with Deputy Store Manager to promote profit-driven solutions, maximise sales opportunities, and manage inventory for cost efficiency.
- Oversee payroll spending to ensure compliance with budgets and company policies.
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🔌 Behaviours, Knowledge & Experience
✅ Customer-focused personality—passionate about connecting with diverse customers. ✅ Deep understanding of New Look’s core audience in your local market. ✅ Fashion-savvy, with an eye for trends keeping expertise up-to-date. ✅ Resilient mindset, thriving in fast-paced, evolving retail environments. ✅ Team-oriented, aligned with our values—emotional intelligence and collaboration are essential. ✅ Sharp attention to detail—ensuring high store standards and customer expectations are met. Preferred: Retail experience, but not mandatory.
📌 Key Relationships
- Sales/Deputy Manager
- Store Manager
- Store Team
- Local New Look Stores
🌟 Why Work at New Look?
We are purpose-driven, balancing consistent growth with personal development and sustainability. Our culture celebrates inclusion, diversity, and inclusivity—fostering an environment where everyone has the opportunity for career progression.
We prioritise flexibility—understanding that team members operate across varied schedules. When you apply, please submit a simple-cleaned CV (e.g., Microsoft Word) for smooth processing.
Join us as we redefine the future of fashion commerce!
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