Floor Supervisor

Full job description

Sales & Retail Performance

Drive sales performance across all assigned Duty Free POS and ensure monthly/quarterly sales targets are achieved
Set and monitor individual and team sales objectives with structured follow-ups
Collaborate with the Travel Retail Manager to identify business opportunities such as increased exposure, cross-branding and premium placements
Collaborate with the manager to design and implement effective incentive schemes and performance-driven campaigns to enhance team motivation and productivity

Team Management & Development

Supervise and motivate a team of frontline staff, ensuring alignment with Rivoli Group’s luxury retail standards
Conduct regular on-floor coaching sessions focusing on selling skills, brand storytelling and objection handling
Lead brand knowledge sessions to enhance product expertise across all categories and collections
Organize and coordinate regular training sessions to ensure consistent knowledge, service, and operational excellence
Provide constructive feedback, performance evaluations, and training plans to encourage individual development and career growth

Customer Experience & Service Excellence

Ensure a consistent luxury service experience aligned with Rivoli’s customer service standards
Train staff on handling customer objections, upselling, cross-selling, and building lasting client relationships
Handle escalated customer queries professionally and follow up on customer concerns to ensure satisfaction and retention

Grooming & Brand Representation

Enforce and uphold grooming standards as per Rivoli guidelines across all Duty Free POS
Ensure staff maintain a polished appearance, professional posture and personal hygiene in line with brand and retailer expectations
Regularly inspect and correct grooming, uniform compliance, and presentation to reflect the prestige of the brand

Brand Image & Visual Merchandising

Guarantee the execution of brand standards across all locations, including visual merchandising, assortment, and novelty presentation
Monitor competitive activity and provide regular market intelligence

Reporting & Communication

Submit regular performance reports covering daily sales, staff productivity, training, feedback, competitor insights and operational issues to the Manager – Travel Retail
Maintain comprehensive schedules including monthly rosters, airport passes, annual leave records, shopfloor visit, travel plan and training calendar

PROFILE

3–5 years’ experience in a similar supervisory role within the luxury retail, watches, or travel retail environment
Bachelor’s degree in Business, Marketing, or a related field preferred
Experience working with high-end brands
Strong leadership and coaching capabilities
Good knowledge of brands within the Rivoli portfolio
Sales-focused with sharp analytical and reporting abilities
Excellent communication and interpersonal skills
High attention to detail in grooming, service delivery, and brand presentation
Proficiency in using Microsoft office (Excel, PowerPoint etc)
Strong understanding of duty free operations, customer profiles and airport retail dynamics