Digital Retail Manager

7 days ago

Metropolitan Borough of Solihull, United Kingdom The Estée Lauder Companies Full time

About the Role

The Head of Digital Operations will play a key role in driving sales turnover and market share through the creation of a consumer-focused culture. This individual will be accountable for achieving this by:

  1. Recruiting, leading, coaching, and developing a highly engaged team to consistently deliver brand expectations on sales and service, operations, and product.
  2. Ensuring the brand image is reflected through all brand standards.
  3. Reviewing staffing rotas to ensure that staffing levels in all areas are in line with the counter to meet expected service levels.
  4. Communicating and reviewing daily/weekly targets, taking appropriate action where necessary.
  5. Ensuring team awareness of all additional sales avenues, including events, omnichannel, and digital channels.
  6. Keeping up to date with competitor activities and missed opportunities.
  7. Effectively using and encouraging the team's use of digital platforms, leveraging opportunities to drive the business, protect, and enhance the brand image.
  8. Delivering the brand strategy, ensuring the delivery of an effective local plan.
  9. Planning and implementing local marketing and events initiatives, aligned to retailer activity.
  10. Using the education team strategy, ensuring the team is up to date with product knowledge and skill sets to enable team members' success.
  11. Delivering excellence in execution of service by ensuring measures are in place to continually and visibly improve service levels, creating a zero consumer complaints mindset and a surprise and delight culture.
  12. Being an ambassador for the brand – leading the way to ensure brand values are represented and brought to life.
  13. Ensuring all refunds and complaints are managed in line with company guidelines and to a mutually satisfactory conclusion, informing/consulting with the area sales and education manager where appropriate.
  14. Delivering brand education via digital tools and resources available to upskill point of sale teams.
  15. Delivering a consumer recruitment and retention strategy to grow a loyal consumer base.
  16. Developing and driving up-to-date knowledge of product with teams to ensure we deliver an industry-leading experience and the product meets the consumer's needs.

Key Responsibilities

The Head of Digital Operations will be responsible for:

  1. Demonstrating ELC leadership qualities, acting as a role model at all times.
  2. Recruiting, inducting, retaining, and developing high-calibre team members in line with company processes.
  3. Ensuring all team members are aware of company standards, policies, and procedures that relate to their role.
  4. Developing talent and capabilities of the team, promoting a culture of development through coaching and feedback.
  5. Providing clear goals and expectations to help and support the team to achieve and maintain the required standard of conduct and job performance.
  6. Ensuring absence is managed according to the company attendance policy.
  7. Identifying skills gaps and training needs of the team, ensuring training is received utilizing existing company tools effectively.
  8. Communicating effectively with the team, ensuring appropriate cascade of information and creating a culture of high engagement.
  9. Conducting performance reviews with the team, in line with company guidelines to identify strengths and development needs.

Operational Excellence

The Head of Digital Operations will be responsible for:

  1. Planning and communicating to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
  2. Reviewing retail standards on a daily basis and communicating company expectations to the team to ensure standards are maintained.
  3. Ensuring deliveries, stock movements, and associated administration are completed within agreed company timeframes.
  4. Ensuring that all auditable processes and administration are actioned to company guidelines.
  5. Ensuring all information requests are fulfilled accurately, within deadlines set.
  6. Minimizing stock loss by ensuring all company security policies and procedures are implemented correctly.
  7. Creating and maintaining a safe working environment for consumers, ensuring that all team members adhere to company and retailer policies and procedures.
  8. Ensuring that all teams are aware of their health and safety responsibilities and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits.

Commercial Acumen

The Head of Digital Operations will be responsible for:

  1. Managing daily replenishment, taking appropriate action where necessary.
  2. Maximizing sales performance by utilizing all commercial reports before making commercial decisions.
  3. Planning and communicating the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
  4. Identifying stock package issues, and taking corrective action, informing the area sales and education manager when out of direct control.
  5. Effectively managing all promotions and discounts, ensuring they are actioned in line with company guidelines.
  6. Encouraging teams to identify trends and make suggestions to enhance product performance.

Qualifications and Experience

The ideal candidate will have:

  1. Experience in a fast-paced retail and/or consumer-facing environment.
  2. Ability to drive self-development.
  3. Supervisory experience.
  4. Commercial understanding and awareness of the industry.
  5. Effective communication, organizational, prioritization, and delegation skills.

About The Estée Lauder Companies

The 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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