Retail & Experience Supervisor

About Retail & Experiences The Retail & Experiences team connects guests with Mr Bucket Chocolaterie through product discovery, gifting and memorable cacao experiences. The team combines warm hospitality, product knowledge, storytelling, facilitation and a strong sales mindset. Working Across the Operation We believe great hospitality comes from a team that understands the entire guest journey. Team members are expected to cross-train and rotate between Retail and Experiences, while supporting Floor, Bar and other operational areas when required. Everyone contributes to service, cleanliness, sales and the overall guest experience. Purpose of the Role The Supervisor – Retail & Experiences is the on-ground leader responsible for ensuring Retail and Experience operations run smoothly during assigned shifts. The role leads the team on the floor, coordinates daily activities, maintains service and operational standards, and ensures guests receive warm, knowledgeable and engaging service. The Supervisor also supports retail sales and conversion, facilitates assigned experiences and events, coaches Associates during daily operations, and ensures the team and spaces are ready to deliver a consistent Mr Bucket guest experience. Key Responsibilities 1. Shift Leadership & Daily Operations • Lead Retail & Experiences operations during assigned shifts. • Conduct shift briefings and ensure the team understands daily priorities, bookings, promotions, targets and operational requirements. • Allocate responsibilities across Retail, Experiences and supporting operational duties according to guest flow and business needs. • Monitor operations throughout the shift and adjust team deployment where required. • Ensure opening, closing and shift handover procedures are completed accurately. • Ensure unfinished duties, operational concerns and important updates are communicated clearly to the next shift or management. • Escalate significant guest, operational or manpower issues promptly to the Assistant Manager or relevant manager. 2. Retail Sales & Guest Experience • Welcome guests warmly, understand their needs and confidently recommend suitable products, gifts and experiences. • Deliver knowledgeable product storytelling and help guests understand Mr Bucket’s cacao, chocolate products and brand. • Drive retail sales, conversion, upselling and cross-selling through genuine and relevant recommendations rather than hard selling. • Coach Associates to engage guests confidently and identify sales opportunities. • Support seasonal products, gifting, custom packaging, promotions and special retail activations. • Handle guest enquiries, feedback and service recovery professionally, escalating significant matters where required. • Ensure POS transactions, payments and other retail processes are carried out accurately. 3. Experience Facilitation • Lead assigned tours, tastings, workshops, DIY experiences, corporate programmes and events. • Ensure experience spaces, equipment, ingredients and materials are prepared before each session. • Welcome and brief participants clearly and create an engaging and comfortable environment. • Facilitate activities confidently while maintaining programme flow, timing, safety and guest engagement. • Adapt communication and facilitation style according to different guest profiles, including families, children, corporate groups and private guests. • Coordinate setup, facilitation, teardown and post-event duties. • Ensure experience materials and spaces are properly reset and ready for subsequent sessions. 4. Team Coaching & Development • Provide on-the-job coaching to Associates across Retail and Experiences. • Coach the team on product knowledge, storytelling, guest engagement, facilitation, service standards and sales techniques. • Role-model Mr Bucket’s hospitality and service standards during daily operations. • Identify performance or competency gaps and provide immediate coaching where appropriate. • Share recurring performance or training needs with the Assistant Manager for follow-up and development. • Support the onboarding and practical training of new team members. • Encourage teamwork, accountability and open communication during shifts. 5. Merchandising, Inventory & Operational Readiness • Ensure shelves, displays, retail areas and Experience spaces are clean, organised, well-presented and ready for guests. • Maintain merchandising and product presentation according to Mr Bucket standards. • Monitor stock levels and coordinate replenishment during daily operations. • Support inventory counts, stocktakes, stock transfers and stock movement. • Monitor packaging, experience materials and other operational supplies and highlight shortages promptly. • Ensure products and materials are stored and handled appropriately. • Report stock discrepancies, damages, wastage or other inventory concerns to management. 6. Standards, Cleanliness & Compliance • Maintain high standards of cleanliness, organisation and operational readiness across Retail and Experience areas. • Ensure team members follow company SOPs, hygiene requirements, safety procedures and operational guidelines. • Conduct regular checks during shifts and address issues promptly. • Ensure guest-facing areas remain presentable throughout operating hours. • Support proper opening, closing and cleaning procedures. 7. Cross-Functional & Operational Support • Work closely with Floor, Bar, Kitchen and other teams to ensure smooth coordination across the guest journey. • Support cross-training and rotation between Retail, Experiences, Floor and Bar according to operational requirements. • Assist other areas during peak periods where required. • Support events, private functions, seasonal activations and other business initiatives. • Communicate guest feedback, shortages, operational issues and service concerns clearly to the relevant teams and management. • Contribute to the overa…