Role Summary

• The iShop Supervisor is responsible for supporting the daily operational, sales, service, and customer experience functions of the iShop store. This role assists in ensuring the efficient execution of retail operations, achievement of sales and service targets, inventory accuracy, team supervision, and compliance with company and Apple standards.
• The Supervisor serves as a hands-on operational leader within the store, supporting staff development, customer engagement, visual merchandising, store presentation, and overall store performance. The role also assists with the coordination of promotional activities, social media content support, and operational reporting.
• The position requires strong leadership, customer service, organizational, and commercial skills, with the ability to operate effectively in a fast-paced retail and service environment.

Store Operations & Supervision

• Supervise the day-to-day operations of the iShop store
• Assist with opening and closing procedures in accordance with company policies
• Ensure proper cash handling, reconciliations, and operational controls
• Support the enforcement of company policies, procedures, and standards
• Assist in maintaining store security and inventory protection measures
• Escalate operational issues, customer complaints, and risks to management where necessary

Sales Performance & KPI Management

• Support the achievement of store sales, service, and profitability targets
• Assist in driving key performance indicators including Revenue, Gross Profit, Average Transaction Value (ATV), Attachment Rates, and Customer Conversion
• Lead by example on the sales floor through active customer engagement
• Support upselling, cross-selling, and service attachment opportunities
• Assist staff in achieving individual and team sales goals

Customer Experience

• Deliver and maintain a premium customer experience aligned with Apple and Promotech standards
• Assist in resolving customer concerns and escalations professionally and efficiently
• Ensure the sales floor remains customer-ready, clean, organized, and properly merchandised
• Promote strong customer relationship management and repeat business opportunities

Service Coordination

• Support the coordination of customer service and device service activities
• Assist in ensuring timely communication and updates to customers regarding repairs and service requests
• Coordinate with service personnel to ensure quality and timely service delivery
• Monitor service workflow and escalate service delays where necessary

Inventory & Merchandising

• Assist with inventory counts, reconciliations, and stock management activities
• Ensure inventory transfers and movements are properly documented
• Monitor stock availability and communicate replenishment requirements
• Ensure products, displays, pricing, and promotional materials are presented according to company standards
• Support the implementation of promotional campaigns, launches, and visual merchandising initiatives

Team Leadership & Development

• Provide day-to-day supervision and support to store staff
• Assist with staff scheduling and shift coordination where required
• Support coaching, training, and performance development initiatives
• Monitor punctuality, attendance, grooming, and professionalism of staff
• Promote a culture of accountability, teamwork, and customer service excellence

Marketing & Promotional Activities

• Assist with in-store marketing activities and promotional execution
• Participate in social media campaigns, promotional videos, photography, and marketing initiatives where required
• Support efforts to drive customer engagement and foot traffic into the store

Reporting & Administration

• Prepare operational and sales reports as requested by management
• Respond to emails and operational requests in a timely manner
• Maintain accurate operational documentation and records
• Assist management with operational analysis and store improvement initiatives

Key Performance Indicators

• Store revenue performance
• Gross profit performance
• Average transaction size
• Attachment rate
• Customer satisfaction
• Inventory accuracy
• Service turnaround times
• Team productivity
• Store presentation standards

Core Competencies

• Leadership and supervision
• Customer service excellence
• Sales and commercial awareness
• Communication skills
• Problem-solving
• Organization and attention to detail
• Accountability and professionalism
• Team collaboration

Qualifications & Experience

• Minimum 2–3 years’ experience in retail supervision, preferably within electronics, technology, or premium retail environments
• Experience supervising both sales and service operations is an asset
• Strong understanding of retail KPIs and customer engagement
• Proficiency in Microsoft Office and retail systems
• Strong interpersonal and communication skills
• Ability to work flexible retail hours including weekends and holidays where required

Additional Requirements

• Must maintain confidentiality of company and customer information
• Must comply with all company policies and procedures
• May be required to work across multiple store locations as operationally required
• May be required to participate in training, certifications, and promotional activities as directed by management