Job Title

Role Overview:Retail Duty Managers support the daily operations of the retail stores by supervising staff, ensuring the highest level of customer service, and maintaining a seamless shopping experience for all guests. This role combines strategic leadership in customer service, expert product knowledge, visual merchandising oversight, and accountability for store performance.As Retail Duty Manager, you will lead the coordination of team activities, drive sales performance, and enforce company policies to guarantee smooth, efficient, and profitable store operations. You will also be responsible for overseeing store standards, managing operational tasks, and supporting staff development to meet organisational goals.Company Overview:We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels as well as launching our second show this year Lapland Manchester.Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.Key Responsibilities:Customer Service & SupportLead by example in delivering exceptional guest service, ensuring a professional, friendly, and welcoming environmentAct as the first point of escalation for complex customer queries, complaints, or service issues, ensuring prompt and effective resolutionSupport staff in meeting service KPIs and drive revenue through active coaching on upselling and cross-selling techniquesSales TransactionsTake full responsibility for daily retail transactions using the EposNow till system, ensuring accuracy and efficiency across all outletsApprove and oversee refunds, exchanges, and discounts in line with store and company policyManage daily cash (Jingle) handling procedures, including float checks, Jingle reconciliation, and end-of-day processesEnsure financial controls, transactional compliance, and till security protocols are consistently followedStock Management & MerchandisingManage stock replenishment with the Warehouse Stock Manager and product placement to meet merchandising standards and optimize customer experienceLead stock movement day-to-day and stocktake activities during build and de-rig, including coordination between shopfloors and storeroomsEnforce stock control processes to minimize loss and reduce shrinkage, including real-time inventory checks, provide hands-on training and daily guidance to staff on effective stock handling and visual merchandising standardsStore Presentation & MaintenanceEnsure that the store environment is clean, well-organized, and aligns with brand expectations at all timesConduct regular checks on till areas, counters, and shared spaces to uphold cleanliness and professionalismExecute and monitor store opening and closing procedures, including completion of operational checklistsHealth & Safety ComplianceTake accountability for ensuring team adherence to all health, safety, and hygiene proceduresLead regular health and safety inspections, resolving issues promptly and escalating where necessaryImplement and monitor loss prevention strategies, training the team on theft deterrence and incident reportingTeam Leadership & CollaborationSupervise, coach, and support team members throughout daily operations, ensuring productivity and positive moraleLead team briefings, delegate responsibilities effectively, and oversee completion of assigned tasksFacilitate the induction and ongoing training of new and existing team members to ensure consistent performanceRequired Experience:Leadership & Communication SkillsCommunicate clearly and confidently with both guests and team members to ensure efficient and effective store operationsDeliver team briefings, delegate responsibilities, and ensure alignment with daily and long-term store goalsActively listen and respond to team and customer feedback, implementing improvements and resolving concerns professionallyProvide real-time coaching and performance feedback to maintain high service and operational standardsTeam Management & Interpersonal EffectivenessFoster a collaborative and motivated team environment through clear expectations, consistent support, and positive leadershipServe as a role model in professionalism and approachability, promoting a guest-first culture throughout the storeProvide guidance in handling escalated customer interactions and support team members in challenging situationsCustomer-Centric LeadershipOversee delivery of excellent guest experiences across all touchpoints, ensuring consistent service qualityRemain calm and solutions-focused during high-volume periods or customer issues, ensuring guest satisfaction is prioritizedMonitor and support the team in proactively identifying and meeting guest needsOperational Accuracy & Store StandardsSupervise all aspects of store operations, ensuring transactions, stock levels, and merchandising align with brand expectationsOversee till operations, including accurate cash (Jingle) handling, reconciliation, and compliance with financial protocolsConduct regular checks on pricing, expiry dates, stock quality, and store presentation, addressing discrepancies promptlySales Performance & Team CoachingLead by example in upselling and drive the team to meet and exceed store sales objectivesTrack team sales performance, deliver feedback, and implement strategies to improve resultsPromote a commercial mindset within the team by aligning sales efforts with key product lines and customer insightsAdaptability & Operational AgilityEffectively manage staff during fast-paced and changing retail conditions, re-prioritising resources as necessaryRespond to last-minute operational needs and reallocating tasks to meet daily requirementsChampion a learning culture, ensuring the team adapts quickly to new products, systems, or proceduresProblem Solving & InitiativeResolve operational issues such as stock discrepancies, staff shortages, and guest concerns independentlyPromote a proactive and solution-driven approach within the team to address challenges and improve efficiencyRetail Systems & Technology ProficiencyEnsure full and correct use of the EposNow system, including training and troubleshooting for team membersMaintain accuracy in transaction processing and reportingStore Readiness & Physical CommitmentMaintain store readiness through active participation in stock movement, visual displays, and shopfloor organisationLead physically demanding tasks and support the team with energy and focusReliability, Policy Compliance & Brand StandardsAccountable for opening and closing procedures, staff coverage, and completion of daily operational checklists and financial reportsUphold and enforce all store policies, procedures, and health 'safety standards across all areas of the businessRepresent the store brand consistently with professionalism and integrityLocation: Ascot - Whitmoor Forest, Ascot, SL5 8BG, or Manchester - Congleton Road, Siddington, Macclesfield, SK11 9JYStart Date: Early October 2025End Date: Mid January 2026Shifts & Availability: as you will be working on a rota basis with the other Duty Manager's, good availability between October 2025- January 2026 is essential.Key Dates: Company Induction Date 18th OctoberTraining period on-site: 31st October - 5th NovemberLive Event Period: 6th November - 24th DecemberPay Rate: 16.50 per hourOne meal per day to be providedComplimentary shuttle bus to site from local train station20% off retail items on selected datesLife at LaplandUK: At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results. Passion for the Mission. We are in service to belief. We understand the importance of what we do and its legacy. One Collaborative Company We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves. Driven To Deliver Excellence Belief is in the detail. Powered by our purpose we challenge and innovate to exceed expectations in everything we do. Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship. LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant. LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.