Business Manager

2 months ago

Longford, Telford and Wrekin, United Kingdom La Mer Full time
La Mer Business Manager - Heathrow Airport

Job Summary: We are seeking a highly skilled Business Manager to join our team at La Mer in Heathrow Airport. As a Business Manager, you will be responsible for leading a team to achieve sales and customer service targets, while maintaining excellent standards of personal grooming and merchandising.

Key Responsibilities:

  1. Maximise Sales Performance and Productivity:
  • Direct all activity to the achievement of business goals, targets, and market share increase for the account.
  • Closely monitor business and analyse results to recognise areas of opportunity and growth, implementing strategies that will build and impact overall business granular opportunities.
  • Set, monitor, and follow up sales team's incentives with SMART format used.
  • Review the barometers of business with the Sales and Education Executive.
  • Manage the Customer Register ensuring that customers receive information and recall service.
  • Monitor competitor activity and results and identify actions to take on competitors, agreeing these where appropriate with the Sales & Education Executive.
  • Put in place a 6-month planner of activity that will ensure the achievement of targets.
  • Identify, get agreement for, and organise in-store and outside activities that will build sales, liaising with the Sales & Education Executive and the store.
  • Maintain all La Mer events and new product launches in line with company guidelines, ensuring staff are fully prepared and all aspects have been organised, delegating tasks where appropriate.
  • Ensure team members are well-educated on the product focus for events and generally have full knowledge of La Mer products.
  • Plan staff rotas to ensure the counter is adequately covered at all times so that customers can be served.
  • Liaise and work with the Sales & Education Executive to ensure action is taken to fill vacancies.
  • Monitor stock levels on key lines taking action to ensure there is adequate stock to achieve sales targets.
  1. Team Management:

Ensure the team is coached, developed, and motivated in all aspects of the business (Selling/Product Knowledge/Administration/Customer Service etc).

Conduct Induction training of team members where required.

Ensure tasks are efficiently delegated to the team members, working through the Assistant Business Manager wherever possible.

Run informative and motivational team meetings on a daily and weekly basis as required, out of store hours where necessary.

Act as a personal role model to team members through own conduct, appearance, and selling skills.

Ensure all educational information from the Company is used and initiatives are correctly implemented and followed up.

Put in place and maintain a succession and development plan, identifying top performers and those with potential to progress within the Company to the Sales & Education Executive.

Put in place individual development plans for individuals on the team and monitor and review their progress.

Ensure regular performance reviews are conducted as required by the Company and that the individuals are aware of their targets and what is expected of them.

Ensure performance problems are dealt with promptly and in line with Company policy, seeking advice and guidance from the Sales & Education Executive and Personnel where necessary and giving advice to the Assistant Business Manager where necessary, keeping the store informed.

Ensure the team meets or exceeds the Company's customer service standards.

Ensure excellent standards of timekeeping and attendance are maintained by the team and problems are followed up and dealt with promptly.

Ensure store approvals are obtained for new team members/associates.

  1. Responsibility for Guest Ownership Programme/Luxury Clienteling:

Ensure that each Expert is held accountable for developing and managing their own guest relationship and luxury clienteling, using the tools of the replenishment diary and the customer registry card and/or OCT technology and/or iPhone connections.

Ensure that each Expert introduces the Client profile card, capture the guest's information, checking all data provided and confirming the best way to contact the guest for further services. Attempting to achieve a minimum capture rate of 80% per Expert.

Ensure that each Expert checks whether guest is a member of current OCT programme and update current and previous purchase history, ensuring that Client profile card is always updated.

Ensure that follow-up procedures are completed, including adding guests information into personal replenishment diary, contact by telephone or letter, thank you notes and/or iPhone connections or email etc.

  1. Communication:

Communicate regularly and effectively with in-store management keeping them informed of activities and working with them to resolve difficulties.

Communicate regularly and effectively with the Sales & Education Executive, keeping him/her informed of important matters and performance.

Conduct regular communication sessions with the team to keep them informed of targets, initiatives, and activities that impact on their ability to perform their jobs to the best standard.

  1. Promote the Image of the Company:

Ensure all members of the team maintain consistently excellent standards of personal grooming in line with the La Mer grooming guidelines.

Ensure La Mer hygiene standards are adhered to at all times.

Ensure the counter is merchandised to comply with La Mer standards at all times.

Ensure problems concerning personal standards, hygiene, and merchandising are followed up and prompt action is taken to address them.

  1. General:

Ensure all reports and documentation are completed accurately and in line with Company deadlines.

Carry out any other duties as may be required to support the Sales & Education Executive and/or the Company from time to time.

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