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Multi Brand Retail Manager

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom ESTÉE LAUDER Companies Full time

About ESTÉE LAUDER Companies

We are seeking a dynamic and inspirational Retail Manager to lead, coach, and develop our team of Sales Advisors to achieve sales, customer service, and operational targets. As a key member of our team, you will be responsible for creating and executing an agile business plan to recruit and retain customers through strategic targeting, impactful in-store events, exceptional customer relationship management, and the leadership of a high-performing team.

Key Responsibilities

  • Review and communicate Multi Brand targets, ensuring the cascade to all team members and ensuring the Multi Brand sales goals and KPIs are met.
  • Meet individual responsibility for contributing to the team's goals (KPIs) in terms of service and sales.
  • In collaboration with the management team, ensure the Multi Brand marketing calendar is executed with excellence, developing and executing in-store events plans aligned to Brands and Retailer activity.
  • Ensure the management team acts as Ambassadors for the Multi-Brand Vision, leading the way to ensure this is represented and brought to life.
  • Understand the MB consumer journey and ensure the MB team executes at all times.
  • Understand each Brand's nuances to deliver each Brand service (either full service or hero service) and sales expectations.
  • Help and support team members in understanding all additional sales avenues, i.e., eventing, Omni, and digital channels.
  • Ensure digital tools and resources available are used to upskill teams.
  • Act as a role model for the team in all aspects of sales and service, creating a zero consumer complaints mindset and a surprise and delight culture.
  • Lead the management team in effectively coaching and providing feedback to the team on consumer service, sales techniques, and product knowledge to drive performance.
  • Implement a Multi Brand consumer recruitment and retention strategy to grow a loyal customer base.
  • Ensure the team plans and executes events driving awareness, retail sales, and recruiting new consumers to the Multi Brand concept.
  • Ensure all refunds and complaints are handled in line with Company guidelines and to a mutually satisfactory conclusion.

Team Management

  • Demonstrate ELC leadership qualities, acting as a Multi-Brand Ambassador always.
  • Ensure the recruitment, induction, development, and retention of a high-calibre team, in line with Company Procedures.
  • Ensure all individuals are aware of Company standards, Policies, and Procedures that relate to their role.
  • Working with the wider ELC team, identify and manage Talent effectively, ensuring retention and succession of critical roles.
  • Develop talent and capabilities of the team, promoting a culture of development by acting as a role model, coaching, and developing to maximise potential.
  • Conduct performance reviews with the team, in line with Company guidelines, to identify strengths and development needs, taking appropriate action to support development or below-standard performance.
  • Ensure absence is managed timely and appropriately, and in accordance with the Company Attendance Policy.
  • Lead and inspire the team to achieve and maintain the required standard of conduct and job performance, following the Company performance management procedures where necessary.
  • Identify skills gaps and training needs of management team, ensuring training is received utilising existing Company tools, effectively.
  • Inspire and communicate effectively with the team, creating a culture of high engagement.
  • Execute with confidence HR procedures and protocols up to and including note-taking and investigations.

Operational Excellence

  • Develop strong working relationships with store management to support the multi-brand vision and operational support and feedback in the absence of the multi-brand manager.
  • Carry out regular reviews of Multi Brand rotas to ensure that staffing levels in all areas are in line with Brands FTE investment and consumer demand to meet expected service levels.
  • Help and support the team to deliver excellent retail standards at all times (product, housekeeping, displays, messaging, pricing).
  • Maintain testers and hygiene stocks and communicate any low stocks and particularly out-of-stocks for saleable lines.
  • Replace any broken or damaged products, managing all RGA's (authorised by the ELC BM).
  • Maintain counters; ensure they are correctly merchandised and fully stocked.
  • Ensure correct storage in all stock holding areas to prevent damage to & loss of products.
  • Minimise stock loss by supporting the team to comply with all company Security Policies and Procedures.
  • Support the team in working effectively in line with all Company and Retailer Health and Safety Policies and Procedures.
  • Ensure personal awareness Health & Safety responsibilities in all areas of operational activity and advise the team of their responsibilities.

Commerciality

  • Maximise sales performance by utilising all commercial reports available before making commercial decisions.
  • Keep up to date with competitor activity, industry knowledge, and missed opportunities.
  • Ensure daily replenishment is managed effectively, taking appropriate action where necessary.
  • Effectively plan for and ensure promotions and discounts are actioned in line with Company guidelines.
  • Respond to business trends and external factors to recommend changes needed to capitalise on opportunities to maximise sales.

Essential Person Specification

  • Beauty Obsessed. Passionate about beauty, events, social media, and keeps up to date with the industry.
  • Passionate about creating meaningful relationships and providing amazing customer experience with a desire to make an impact.
  • Agile and flexible, multi-tasker.
  • Resilient.
  • Experienced in change management.
  • Empowering leadership style – encouraging others to take ownership and accountability.
  • Confident communicator – team, brands, project team, retailer, ASEM.
  • Able to give balanced feedback and ask for resources if needed.
  • Strong commercial acumen.
  • Socially driven & digitally savvy.
  • Creative and ideas-driven.
  • Target-driven.
  • Empathetic and able to connect instantly with a range of people.
  • Collaborative.
  • Inspiring, proactive, engaging, and approachable.

Qualifications

Compensation and Benefits

• Competitive industry salary

• Commission scheme eligibility

• Annual Leave & Family Leave

• Product discount/Staff Product Concession monthly credit spend allowance

• Mental Health Wellbeing Initiatives

• Benefits platform with exclusive discounts and offers

• Work Life Connections – Employee Assistance Programme

• Extensive Training & development offering

I,D&E STATEMENT