Consumer Experience Manager

2 weeks ago

Gateshead, Gateshead, United Kingdom Clinique Full time
Clinique - Consumer Experience Manager - Gateshead - 37.5 Hours

Job Overview

We are seeking a highly skilled Consumer Experience Manager to join our team in Gateshead, UK. As a key member of our retail team, you will be responsible for delivering exceptional consumer experiences and driving sales growth in our Clinique store.

Job Summary

The successful candidate will have experience in a fast-paced retail environment and a proven track record of driving sales growth and improving consumer satisfaction. They will be responsible for:

  • Reflecting a credible and professional brand image to all internal and external consumers at all times
  • Maximising sales through selling, providing excellent service, and maintaining retail standards

Key Responsibilities

The Consumer Experience Manager will be accountable for:

  • Understanding daily and weekly targets
  • Ensuring personal awareness of all additional sales avenues, including events, omnichannel sales, and digital channels
  • Keeping up to date with competitor activities and missed opportunities
  • Effectively leveraging social media to drive business, protect, and enhance the brand image
  • Delivering the brand strategy, ensuring the delivery of an effective local plan
  • Planning and implementing local marketing and events initiatives, aligned to retailer activity
  • Delivering excellence in execution of service, ensuring measures are in place to continually and visibly improve service levels, creating a zero consumer complaints mindset and a surprise and delight culture
  • Being an ambassador for the brand, leading the way to ensure brand values are represented and brought to life
  • Ensuring all refunds and complaints are managed in line with company guidelines and to a mutually satisfactory conclusion, informing/consulting with the area manager where appropriate
  • Using digital tools to ensure knowledge is kept up to date
  • Delivering a consumer recruitment and retention strategy to grow a loyal consumer base
  • Developing up-to-date knowledge of products to ensure we deliver an industry-leading experience and the product meets the consumer's needs

Operations

The Consumer Experience Manager will be responsible for:

  • Planning to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing)
  • Reviewing retail standards on a daily basis, ensuring they are maintained to the required standard
  • Ensuring deliveries, stock movements, and associated administration are completed within agreed company timeframes
  • Ensuring that all auditable processes and administration are actioned to company guidelines and taking corrective action in highlighted areas of risk
  • Ensuring all information requests are fulfilled accurately, within deadlines set
  • Minimising stock loss by ensuring all company security policies and procedures are implemented correctly and followed
  • Creating and maintaining a safe working environment for consumers, ensuring that company and retailer policies and procedures are adhered to
  • Ensuring that all health and safety responsibilities and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits

Commerciality

The Consumer Experience Manager will be responsible for:

  • Managing daily replenishment, taking appropriate action where necessary
  • Maximising sales performance by utilising all commercial reports before making commercial decisions
  • Planning and delivering the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales
  • Identifying stock package issues and taking corrective action, informing the area manager when out of direct control
  • Effectively managing all promotions and discounts, ensuring they are actioned in line with company guidelines
  • Identifying trends and making suggestions to enhance product performance

Qualifications

The ideal candidate will have:

  • Experience in a fast-paced retail and/or consumer-facing environment
  • Ability to drive self-development
  • Commercial understanding and awareness of the industry
  • Effective communication, organisation, and prioritisation skills

What We Offer

We offer a competitive salary of £35,000-£40,000 per annum, depending on experience, plus a range of benefits, including:

  • A comprehensive training and development programme
  • Ongoing support and guidance from our experienced team
  • The opportunity to work with a leading brand in the beauty industry
  • A fast-paced and dynamic working environment

Location

This role is based in Gateshead, UK, and requires flexibility to work variable shifts, including weekends and bank holidays.

Contact Information

Please submit your application, including your CV and a cover letter, to [insert contact information].

Equal Opportunities Employer

Clinique is an equal opportunities employer and welcomes 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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