Head of Digital Operations

11 hours ago

Metropolitan Borough of Solihull, United Kingdom The Estée Lauder Companies Inc. Full time
Job Summary

The Counter Manager is responsible for driving sales turnover and market share through the creation of a consumer-focused culture. They will achieve this by leading a highly engaged team to consistently deliver brand expectations on sales and service, operations, and product.

Key Responsibilities
  1. Recruit, lead, coach, and develop a high-performing team to deliver brand expectations.
  2. Ensure the brand image is reflected through all brand standards.
  3. Review staffing rotas to ensure staffing levels meet expected service levels.
  4. Communicate and review daily/weekly targets, taking appropriate action where necessary.
  5. Ensure team awareness of additional sales avenues, including eventing, Omni, and digital channels.
  6. Keep up to date with competitor activities and missed opportunities.
  7. Effectively use and encourage team use of social media to drive business, protect, and enhance brand image.
  8. Deliver the brand strategy, ensuring delivery of an effective local plan.
  9. Plan and implement local marketing and events initiatives, aligned to retailer activity.
  10. Use the education team strategy to ensure team is up to date with product knowledge and skill sets.
  11. Deliver excellence in execution of service, ensuring measures are in place to continually and visibly improve service levels.
  12. Be an ambassador for the brand, leading the way to ensure brand values are represented and brought to life.
  13. Ensure all refunds and complaints are managed in line with company guidelines and to a mutually satisfactory conclusion.
  14. Deliver brand education via digital tools and resources to upskill point of sale teams.
  15. Develop and drive up-to-date knowledge of product with teams to ensure delivery of an industry-leading experience.
Team Management
  1. Demonstrate ELC leadership qualities, acting as a role model at all times.
  2. Recruit, induct, retain, and develop high-calibre team members in line with company processes.
  3. Ensure all team members are aware of company standards, policies, and procedures that relate to their role.
  4. Develop talent and capabilities of the team, promoting a culture of development through coaching and feedback.
  5. Provide clear goals and expectations to help and support the team to achieve and maintain required standards of conduct and job performance.
  6. Ensure absence is managed according to company attendance policy.
  7. Identify skills gaps and training needs of team, ensuring training is received using existing company tools effectively.
  8. Communicate effectively with the team, ensuring appropriate cascade of information and creating a culture of high engagement.
  9. Conduct performance reviews with the team, in line with company guidelines, to identify strengths and development needs.
Operations
  1. Plan and communicate to ensure delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
  2. Review retail standards on a daily basis and communicate company expectations to the team to ensure standards are maintained.
  3. Ensure deliveries, stock movements, and associated administration are completed within agreed company timeframes.
  4. Ensure all auditable processes and administration are actioned to company guidelines and take corrective action in highlighted areas of risk.
  5. Ensure all information requests are fulfilled accurately, within deadlines set.
  6. Minimise stock loss by ensuring all company security policies and procedures are implemented correctly and followed.
  7. Create and maintain a safe working environment for consumers, ensuring all team members adhere to company and retailer policies and procedures.
  8. Ensure all team are aware of their health and safety responsibilities and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits.
Commerciality
  1. Manage daily replenishment, taking appropriate action where necessary.
  2. Maximise sales performance by utilising all commercial reports before making commercial decisions.
  3. Plan and communicate the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
  4. Identify stock package issues and take corrective action, informing the area sales and education manager when out of direct control.
  5. Effectively manage all promotions and discounts, ensuring they are actioned in line with company guidelines.
  6. Encourage teams to identify trends and make suggestions to enhance product performance.
Qualifications
  • Essential
  • Experience in a fast-paced retail and/or consumer-facing environment.
  • Ability to drive self-development.
  • Supervisory experience.
  • Commercial understanding and awareness of industry.
  • Effective communication, organisational, prioritisation, and delegation skills.

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