Supervisor - Relay - Heathrow Airport

Relay at Heathrow! 

We are bringing one of our most iconic global brands, to the UK in 2026 — and we will be looking for passionate, customer-focused individuals to join us on this journey!​ 

With four brand-new stores opening in Terminal 2 at London Heathrow Airport, Relay is set to become a go-to destination for travelers looking for everything from a great book to tasty snacks and refreshing drinks. It will be a fast-paced, vibrant environment where every day brings new faces and new opportunities to make someone’s journey a little better.​ 

Relay stores are trusted by millions of travelers around the world — and in 2026 you could be part of the team that brings that magic to life in one of the world’s busiest airports.​ 

Job Purpose: 

The Supervisor is responsible for overseeing the daily operations of the store, ensuring high levels of customer satisfaction, and leading the sales team to meet targets. The role involves supervising staff, handling escalated customer issues, managing inventory, and ensuring the store's visual standards are maintained. You will also support management in administrative duties and assist in training new team members.

Key Responsibilities: 

• Supervise and motivate the retail team to achieve sales targets and provide excellent customer service.
• Assist in the daily operations of the store, including opening and closing procedures.
• Manage staffing schedules and ensure appropriate coverage on the sales floor.
• Handle escalated customer inquiries and resolve issues promptly.
• Oversee merchandising and ensure the store is clean, organised, and visually appealing.
• Assist with inventory control, stock replenishment, and loss prevention.
• Train and onboard new employees, providing ongoing coaching and feedback.
• Support the management team with administrative tasks and reports.
• Manage cash and payment systems in accordance with company procedures and policies.
• Uphold health and safety standards in store.
• Performance management of employees; performance reviews, development plans, investigations.

Qualifications

• Previous experience in a retail environment, with supervisory experience preferred.
• Strong leadership and communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Strong problem-solving abilities and a customer-focused mindset.
• Basic computer skills for inventory management and reporting.
• Flexibility to work varying shifts, including weekends and holidays.

Key Skills

• Leadership and team management.
• Customer service excellence.
• Problem-solving and conflict resolution.
• Inventory management.
• Communication and interpersonal skills.
• Time management and organisation.

Accessing the airport:

A five-year working and personal reference, along with a Criminal Reference Check, will be required for this role as the store is airside in the departures lounge. This will be discussed in more detail at interview stage or please contact us if you have any questions regarding this.

Our values: Can you feel the HEAT?

Whatever role you deliver for Lagardère Travel Retail, part of your responsibility is to represent and uphold our company values everyday:

HONESTY - Working ethically | Fostering a culture of openness | Treating each other fairly | Being considerate               

EXCELLENCE - Delivering first class customer service | Upholding high store standards | Showcasing prestigious brands

AGILITY - Working in a fast-paced environment | Adapting well to change | Always striving to improve

TEAM SPIRT - Working together as one team | Supporting each other | Being active partners in our wider communities

Our company:

One of the two divisions of the Lagardère group, Lagardère Travel Retail is a pioneering global leader in the travel retail industry and the only operator to have established a comprehensive and world-recognised leadership across multiple business activities.

Cumulating more than 170 years of experience in travel retail since the opening of the first bookstore in 1852 at Paris Gare de Lyon, we deliver new experiences for travelers every day.

​Operating over 5,000 stores across Travel Essentials, Duty Free & Fashion and Foodservice in airports, railway stations and other concessions in 42 countries worldwide, we generated €5.2bn sales in 2022.

At Lagardère Travel Retail we believe an inclusive and diverse culture can help businesses and people thrive. We are committed to create a work environment where our people can fulfil their potential and be themselves and to support each and every one of them in achieving their ambitions. We welcome and consider all applicants regardless of their background and can ensure all candidates will receive a fair and equal treatment.