Retail Concession Supervisor
Competitive salary, based on experience
Support the team. Drive the experience. Maintain the standard.
We’re looking for an experienced and commercially minded Retail Concession Supervisor with a strong background in jewellery retail. Experience working within a department store concession would be highly advantageous.
You’ll oversee the day-to-day running of one of our luxury piercing and jewellery concessions, located within a leading department store, while also providing support across our wider studio network when required.
This is a hands-on supervisory role for someone who understands how to sell, style and present jewellery within a premium retail environment. You’ll bring strong jewellery product knowledge, confidence advising customers and experience supporting a team to achieve sales and service targets.
You’ll be comfortable working closely with department store management, following both company and host-store procedures and maintaining consistently high standards of customer service, presentation and compliance.
You’ll lead by example on the shop floor, help drive sales performance and ensure our standards are maintained at every customer touchpoint.
About Us
We are a premium ear-piercing and jewellery brand creating safe, welcoming and memorable experiences for every customer.
Combining expert piercing services with beautifully curated jewellery, our concessions offer a professional and inspiring environment where quality, care, product knowledge and customer service come first.
The Role
As Retail Concession Supervisor, you’ll support the smooth and successful day-to-day running of the concession within the department store.
You’ll supervise the team on shift, maintain high operational and visual merchandising standards, maximise jewellery and service sales and ensure every customer receives knowledgeable, attentive and professional support.
Your previous jewellery experience will allow you to confidently advise customers on jewellery selection, styling, materials, finishes, sizing and aftercare, while helping the wider team strengthen their own product knowledge and selling confidence.
You’ll work closely with the wider management team and department store management, communicating operational, staffing or performance concerns and helping to implement agreed actions.
You may also travel between other concession and studio locations when required, providing practical support and helping maintain consistent jewellery, piercing, hygiene and customer service standards across the business.
Key Responsibilities
Supervise Daily Concession Operations
- Oversee the day-to-day running of the concession during your shifts
- Act as a key point of contact for department store management
- Maintain positive and professional relationships with the host-store team
- Ensure the concession operates in line with both company and department store policies
- Attend department store briefings and communicate relevant information to the team
- Allocate daily tasks and ensure responsibilities are completed effectively
- Maintain high standards of presentation, cleanliness and organisation
- Ensure all health, safety, hygiene and operational procedures are followed
- Monitor jewellery stock levels and support replenishment and supply ordering
- Oversee card payments and complete daily reconciliation procedures
- Help manage appointments and concession capacity efficiently
- Escalate operational, staffing or customer concerns to the appropriate manager
Deliver Expert Jewellery Customer Service
- Create a warm, professional and memorable customer experience
- Provide confident and knowledgeable jewellery advice
- Help customers select suitable jewellery based on their style, placement, budget and requirements
- Explain jewellery materials, finishes, sizing, care and aftercare clearly
- Offer styling guidance and support customers in building jewellery combinations
- Maintain the service standards expected by both the brand and the department store
- Handle customer enquiries, feedback and complaints confidently
- Resolve day-to-day issues and escalate more complex matters appropriately
- Build customer loyalty through excellent service and strong product knowledge
Support and Motivate the Team
- Supervise piercers, jewellery specialists and other concession team members
- Provide guidance, encouragement and practical support throughout each shift
- Help train and onboard new and existing team members
- Develop the team’s jewellery, piercing, service and sales knowledge
- Support team members with jewellery styling, product recommendations and customer consultations
- Communicate expectations clearly and provide constructive feedback
- Assist with staffing cover and rota coordination when required
- Help create a positive, motivated and professional working environment
- Ensure piercers and jewellery specialists follow the correct hygiene, customer care and operational procedures
Drive Jewellery and Service Sales
- Support the team in achieving individual and concession sales targets
- Lead by example through confident jewellery selling, styling advice and customer engagement
- Identify opportunities to increase jewellery, piercing and permanent jewellery sales
- Encourage effective cross-selling and upselling without compromising the customer experience
- Monitor daily performance and communicate results to the wider management team
- Support department store promotions, brand launches and in-store events
- Maintain strong product knowledge across current jewellery collections
- Ensure jewellery is displayed, replenished and presented to a consistently high standard
Support Permanent Jewellery Services
- Train in our permanent jewellery welding service
- Develop the knowledge and practical skills required to support permanent jewellery appointments
- Follow all permanent jewellery safety, hygiene and operating procedures
- Support the team in promoting bracelets, anklets, necklaces and charm services
- Provide customers with clear information about sizing, care, warranties and repairs
Support Our Wider Studio Network
- Travel between concession and studio locations when required
- Provide practical operational support during busy periods, staff shortages or key events
- Help maintain service levels when supporting another location
- Reinforce consistent jewellery, piercing, hygiene and customer service standards
- Share feedback and raise any concerns with the appropriate manager
What We’re Looking For
Essential Experience
- Previous experience working within jewellery retail
- Strong jewellery product knowledge and confidence advising customers
- Experience selling jewellery within a premium or customer-focused retail environment
- Previous supervisory, senior sales or team leadership experience
- Experience working towards and achieving sales targets
- Confidence supervising a team and addressing day-to-day issues
- Strong communication and problem-solving skills
- High standards of customer service and attention to detail
- The ability to prioritise tasks in a fast-paced retail environment
- Flexibility to travel between locations when required
- A confident, approachable and supportive leadership style
Highly Desirable Experience
- Previous experience working within a department store concession
- A strong understanding of the relationship between a concession brand and its host department store
- Experience communicating with department store managers and wider store teams
- Experience following both brand and host-store procedures
- Experience within piercing, permanent jewellery, luxury retail or another specialist jewellery environment
- Knowledge of jewellery materials, finishes, sizing and aftercare
- Piercing, welding or clinical experience
Please note that applications without previous jewellery retail experience will not be considered.
Why Join Us?
This is an exciting opportunity to take the next step in your jewellery retail career with a growing premium jewellery and piercing brand.
You’ll play an important role in the day-to-day success of a department store concession, support the development of the team and contribute to the continued growth of our wider studio network.
Your jewellery knowledge, customer service skills, commercial awareness and ability to lead by example will have a genuine impact.
Ready to support, motivate and deliver an unforgettable jewellery and piercing experience? Apply today.
Applications Must Include a Cover Letter
Please use your cover letter to tell us about your previous jewellery retail experience, including the types of jewellery, products or brands you have worked with.
We would also like to hear about any previous department store concession experience, why you’re interested in the Retail Concession Supervisor role and what you can bring to the team.
Benefits:
- Company events
- Company pension
- Store discount
Work Location: In person
