JOB ROLE AND RESPONSIBILITIES

Sales and customer experience

• Represent and promote Hotel Chocolat products to drive sales performance across Heathrow terminals.
• Deliver high-quality customer experience, including the ‘six steps of service’ as required by Avolta.
• Engage a diverse, international customer base, tailoring interactions for gifting, travel needs and time-sensitive purchases.
• Maximise sales through upselling, cross-selling and promoting travel retail exclusives.
• Promote loyalty initiatives such as Club Avolta.

Brand and visual execution

• Support merchandising standards, point-of-sale execution and brand activations across multiple locations.
• Ensure brand consistency and high visual standards across the Heathrow estate.
• Implement seasonal campaigns and maintain the visibility of key products.

Operations and compliance

• Maintain food hygiene and compliance standards, including sampling where appropriate.
• Adhere to airport security procedures and operational requirements.
• Support stock visibility, replenishment and inventory checks to ensure product availability.
• Operate tills and support transactions where required, in line with Avolta processes.

Stakeholder management

• Build strong relationships with Avolta operational teams, becoming a key point of contact for the brand.
• Collaborate with store teams and support product knowledge sharing where needed.

Performance and insight

• Monitor sales performance and adapt your approach based on passenger flow and trading patterns.
• Provide feedback on customer trends, product performance and competitor activity.
• Report on the effectiveness of brand activations and identify opportunities for improvement.

Flexibility and mobility

• Work across multiple terminals and adapt to varying shift patterns aligned with flight schedules.
• Respond effectively to peak trading periods, disruptions and changing passenger volumes.

Skills and experience

• Previous retail experience with strong product and brand knowledge.
• Well organised, with the ability to manage time and priorities across multiple locations.
• Professional communication skills and a strong focus on customer service.
• High attention to detail and a commitment to maintaining brand standards.
• Proactive, self-motivated and able to use initiative to solve problems.
• Resilient and adaptable in a fast-paced, high-pressure environment.