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La Mer - Counter Manager - Elys, Wimbledon- 37.5 Hours / 5 Days - Full Time, Permanent

La Mer

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Job Description

La Mer - Counter Manager - Elys, Wimbledon- 37.5 Hours / 5 Days - Full Time, Permanent

Brand: La Mer


JOB TITLE: Business Manager

RESPONSIBLE TO: S ales and Education


MAIN PURPOSE: To achieve the

objectives set down by La Mer through the effective management, development and

motivation of the team


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
  • Ensure the team

is coached, developed and motivated in all aspects of the business

(Selling/Product Knowledge/Administration/Customer Service etc)

  • Conduct

Induction training of team members where required

  • Ensure tasks are

efficiently delegated to the team members, working through the Assistant

Business Manager wherever possible

  • Run informative

and motivational team meetings on a daily and weekly basis as required, out of

store hours where necessary

  • Act as a

personal role model to team members through own conduct, appearance and selling


  • Ensure all

educational information from the Company is used and initiatives are correctly

implemented and followed up

  • Put in place and

maintain a succession and development plan, identifying top performers and

those with potential to progress within the Company to the Sales &

Education Executive

  • Put in place

individual development plans for individuals on the team and monitor and review

their progress

  • Ensure regular

performance reviews are conducted as required by the Company and that the

individuals are aware of their targets and what is expected of them

  • Ensure

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

  • Ensure the team

meets or exceeds the Company’s customer service standards

  • Ensure excellent

standards of timekeeping and attendance are maintained by the team and problems

are followed up and dealt with promptly

  • Ensure store

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


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.

  • Communicate

regularly and effectively with in-store management keeping them informed of

activities and working with them to resolve difficulties

  • Communicate

regularly and effectively with the Sales & Education Executive, keeping

him/her informed of important matters and performance

  • Conduct regular

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

  • Ensure all

members of the team maintain consistently excellent standards of personal

grooming in line with the La Mer grooming guidelines

  • Ensure La


hygiene standards are adhered to at all times

  • Ensure the

counter is merchandised to comply with La Mer standards at

all times

  • Ensure problems

concerning personal standards, hygiene and merchandising are followed up and

prompt action is taken to address them

  • Ensure all

reports and documentation are completed accurately and in line with Company


  • Carry out any

other duties as may be required to support the Sales & Education Executive

and/or the Company from time to time


  • 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-Wimbledon

Job Type: Standard

Schedule: Full-time

Shift: Variable

Job Number: 1911583

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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