Boutique Manager

1 month ago

Reading, Reading, United Kingdom Jo Malone London 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 lead a team to deliver brand expectations on sales and service, operations, and product.

Key Responsibilities

  • Recruit, lead, coach, and develop a highly engaged team to achieve sales and service targets.
  • Ensure the brand image is reflected through all brand standards.
  • Review staffing rotas to ensure adequate staffing levels.
  • Communicate and review daily/weekly targets, taking appropriate action where necessary.
  • Ensure team awareness of additional sales avenues, such as events, omnichannel, and digital channels.
  • Keep up to date with competitor activities and missed opportunities.
  • Effectively use and encourage the team's use of social media to drive business and protect the brand image.
  • Deliver the brand strategy, ensuring the delivery of an effective local plan.
  • Plan and implement local marketing and events initiatives, aligned to retailer activity.
  • Ensure the team is up to date with product knowledge and skill sets to enable team members' success.
  • Deliver excellence in execution of service, ensuring measures are in place to continually and visibly improve service levels.
  • Be an ambassador for the brand, leading the way to ensure brand values are represented and brought to life.
  • Ensure all refunds and complaints are managed in line with company guidelines and to a mutually satisfactory conclusion.
  • Deliver brand education via digital tools and resources to upskill point-of-sale teams.
  • Develop and drive up-to-date knowledge of product with teams to ensure an industry-leading experience and the product meets consumers' needs.

Team Management

  • Demonstrate ELC leadership qualities, acting as a role model at all times.
  • Recruit, induct, retain, and develop high-calibre team members in line with company processes.
  • Ensure all team members are aware of company standards, policies, and procedures that relate to their role.
  • Develop talent and capabilities of the team, promoting a culture of development through coaching and feedback.
  • Provide clear goals and expectations to help and support the team to achieve and maintain the required standard of conduct and job performance.
  • Ensure absence is managed according to the company attendance policy.
  • Identify skills gaps and training needs of the team, ensuring training is received utilizing existing company tools effectively.
  • Communicate effectively with the team, ensuring appropriate cascade of information and creating a culture of high engagement.
  • Conduct performance reviews with the team, in line with company guidelines, to identify strengths and development needs.

Operations

  • Plan and communicate to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
  • Review retail standards on a daily basis and communicate company expectations to the team to ensure standards are maintained.
  • Ensure deliveries, stock movements, and associated administration are completed within agreed company timeframes.
  • Ensure that all auditable processes and administration are actioned to company guidelines and take corrective action in highlighted areas of risk.
  • Ensure all information requests are fulfilled accurately, within deadlines set.
  • Minimise stock loss by ensuring all company security policies and procedures are implemented correctly and followed.
  • Create and maintain a safe working environment for consumers, ensuring that all team members adhere to company and retailer policies and procedures.

Commerciality

  • Manage daily replenishment, taking appropriate action where necessary.
  • Maximise sales performance by utilising all commercial reports before making commercial decisions.
  • Plan and communicate the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
  • Identify stock package issues and take corrective action, informing the Area Sales & Education Manager when out of direct control.
  • Effectively manage all promotions and discounts, ensuring they are actioned in line with company guidelines.
  • 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 the industry, effective communication, organisational, prioritisation, and delegation skills.

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