Estée Lauder Companies Multi-Brand Assistant Counter Manager

2 days ago

London, Greater London, United Kingdom Aramis and Designer Fragrances Full time
Estée Lauder Companies Multi-Brand Assistant Counter Manager

Job Summary:

This is an exciting opportunity to join the Estée Lauder Companies team as a Multi-Brand Assistant Counter Manager. As a key member of our sales and service team, you will be responsible for delivering exceptional customer experiences and driving sales growth across multiple brands.

Key Responsibilities:

  • Provide welcoming, personal, and professional service to all consumers at all times.
  • Support the ELC Multi-Brand Manager in ensuring the Multi-Brand sales goals and KPIs are delivered.
  • Meet individual responsibility for contributing to the team's goals (KPIs) in terms of service and sales.
  • Embed the Multi-Brand consumer journey and ensure the team executes effectively.
  • Understand brand nuances to deliver each brand's services (either full service or hero service) and sales expectations.
  • Help and support team members in understanding all additional sales avenues, i.e., eventing, Omni, and digital channels.
  • Act as a role model for the team in all aspects of sales and service, creating a zero consumer complaints mindset and a surprise and delight culture.
  • Provide coaching and feedback to the team on consumer service, sales techniques, and product knowledge to improve performance.
  • Ensure consumers are informed of relevant/available services offered at the counter and deliver a high-touch service protocol.
  • Be responsible for ensuring booking services through the appointment booking app by all Multi-Brand teams.
  • Support monthly events; plan events with the Multi-Brand Business Manager and execute event driving awareness, retail sales, and recruiting new consumers.
  • Keep up to date with competitor activity.
  • Ensure all refunds and complaints are handled in line with Company guidelines and to a mutually satisfactory conclusion, informing/consulting with the Multi-Brand Business Manager where appropriate.
  • Capture consumer data (CRM) through Tiberius, following GDPR guidelines.
  • Be social savvy, creative, and engaging with consumers on counter and on social.
  • Be responsible for leveraging social media across all Brands with particular focus on Hero products, services, and events.
  • Encourage the team's use of social media to leverage opportunities to drive the business, protect, and enhance each Brand's image.

Requirements:

  • Possess a passion for creating meaningful relationships and providing amazing customer experiences with a desire to make an impact.
  • Be digitally savvy.
  • Be confident in social content creation with an influencer mindset (inspiring an audience through blogs, vlogs, and digital channels).
  • Be comfortable hosting/supporting events, on counter and on a social platform.
  • Have an entrepreneurial and creative spirit.
  • Be creative and ideas-driven.
  • Be target-driven.
  • Be empathetic and able to connect instantly with people and create an inclusive environment.
  • Have leadership/management experience.
  • Be a good coach – in the moment feedback and encouragement, confident to give developmental feedback.
  • Be collaborative.
  • Be inspiring, proactive, engaging, and approachable.
  • Be passionate about beauty, events, social media, and keep up to date with the industry.
  • Previous experience in beauty is desirable but not essential.

Working Environment:

This role is based in a retail store environment, and you will be working closely with the Multi-Brand Business Manager and the sales and service team to deliver exceptional customer experiences and drive sales growth.

What We Offer:

Estée 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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