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La Mer - Counter Manager - Harvey Nichols, Birmingham - 37.5 Hours - Full Time, Permanent
Brand: La Mer
Description
JOB TITLE: Business Manager
RESPONSIBLE TO: S ales and Education
Executive
MAIN PURPOSE: To achieve the
objectives set down by La Mer through the effective management, development and
motivation of the team
KEY RESPONSIBILITIES AND STANDARDS
MAXIMISE SALES PERFORMANCE AND PRODUCTIVITY
Direct all activity to the achievement ofbusiness goals, targets and market share increase for the account
Closely monitor business and analyse results torecognise areas of opportunity and growth, implementing strategies thatwill build and impact overall business granularopportunities
Set, monitor and follow upsales team’s incentives with SMART format used
Review the barometers of business with the Salesand Education Executive
Manage the Customer Register ensuring thatcustomers receive information and recall service
Monitor competitor activity and results andidentify actions to take on competitors, agreeing these where appropriatewith the Sales & Education Executive
Put in place a 6 month planner of activity thatwill ensure the achievement of targets
Identify, get agreement for and organisein-store and outside activities that will build sales, liaising with theSales & Education Executive and the store
Mount all La Mer eventsand new product launches in line with company guidelines, ensuring staffare fully prepared and all aspects have been organised, delegating taskswhere appropriate
Ensure team members are well educated on theproduct focus for events and generally have full knowledge of La Mer products
Plan staff rotas to ensure the counter isadequately covered at all times so that customers can be served
Liase and work with the Sales & EducationExecutive to ensure action is taken to fill vacancies
Monitor stock levels on key lines taking actionto ensure there is adequate stock to achieve sales targets
TEAM MANAGEMENT
is coached, developed and motivated in all aspects of the business
(Selling/Product Knowledge/Administration/Customer Service etc)
Induction training of team members where required
efficiently delegated to the team members, working through the Assistant
Business Manager wherever possible
and motivational team meetings on a daily and weekly basis as required, out of
store hours where necessary
personal role model to team members through own conduct, appearance and selling
skills
educational information from the Company is used and initiatives are correctly
implemented and followed up
maintain a succession and development plan, identifying top performers and
those with potential to progress within the Company to the Sales &
Education Executive
individual development plans for individuals on the team and monitor and review
their progress
performance reviews are conducted as required by the Company and that the
individuals are aware of their targets and what is expected of them
performance problems are dealt with promptly and in line with Company policy,
seeking advice and guidance from the Sales & Education Executive and
Personnel where necessary and giving advice to the Assistant Business Manager
where necessary, keeping the store informed
meets or exceeds the Company’s customer service standards
standards of timekeeping and attendance are maintained by the team and problems
are followed up and dealt with promptly
approvals are obtained for new team members/associates
Ensure that each Expert is held accountable for
developing and managing their own guest relationship and luxury clienteling,
using the tools of the replenishment diary and the customer registry card and
/or OCT technology and /or IPhone connections
Ensure that each Expert introduces the Client profile
card, capture the guest’s information, checking all data provided and
confirming the best way to contact the guest for further services. Attempting
to achieve a minimum capture rate of 80% per
expert.
Ensure that each expert checks whether guest is a
member of current OCT programme and update current and previous purchase
history, ensuring that Client profile card is always updated.
Ensure that follow up procedures are completed, including adding guests information into
personal replenishment diary, contact by telephone or letter, thank you notes and/or IPhone connections or email etc.
regularly and effectively with in-store management keeping them informed of
activities and working with them to resolve difficulties
regularly and effectively with the Sales & Education Executive, keeping
him/her informed of important matters and performance
communication sessions with the team to keep them informed of targets,
initiatives and activities that impact on their ability to perform their jobs
to the best standard
members of the team maintain consistently excellent standards of personal
grooming in line with the La Mer grooming guidelines
Mer
hygiene standards are adhered to at all times
counter is merchandised to comply with La Mer standards at
all times
concerning personal standards, hygiene and merchandising are followed up and
prompt action is taken to address them
reports and documentation are completed accurately and in line with Company
deadlines
other duties as may be required to support the Sales & Education Executive
and/or the Company from time to time
Qualifications
Proven retail management/assistant retail management experience preferably within cosmetics
The ability to provide inspirational, authentic and personalized customer service
Previous business planning experience including setting sales and customer service targets, sales analysis and staff scheduling
Previous retail operations experience including inventory and facilities management and cash reconciliation
Proven track record of leading a team to achieve sales and customer service targets
Experience of creating and executing in-store events
Ability to work retail hours including days, nights, weekends and special events in a fast-paced work environment
Previous experience with retail point-of-sale software
Proficient in Microsoft office applicants must be able to provide proof of right to live and work in the country if invited to attend for interview
Job: Retail - Store
Primary Location: Europe, Middle East, Africa-GB-ENG-Birmingham
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 1919430
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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