Service Experience Leader
3 days ago
We are seeking a highly skilled Service Experience Leader to join our team at Estee Lauder. This is a full-time position that offers a competitive salary of $65,000 - $80,000 per annum, depending on experience.
About the Role:
- The Service Experience Leader will be responsible for driving and elevating execution standards of brand services primarily through the delivery of the Service Accreditation Programme.
- This includes ensuring teams can deliver our signature high-touch service, both in store and virtually.
- The role requires leading on the ground in the ongoing evolution of the brand service strategy through modelling positive behaviours, coaching and development of Stylists.
- Model/lead a coaching culture where everyone receives timely acknowledgement for their successes and feedback on all areas of opportunity, fully embodying our brand core values of kindness and transparency.
Key Responsibilities:
- Lead by example through always delivering exceptional customer service levels.
- Achieve all KPI's as outlined by Brand Manager/Retail Operations Manager/Boutique Manager.
- Drive Retail Sales utilizing the 80/20 approach (20% of time will be dedicated to selling).
Education Support:
- Ensure product knowledge through 100% completion of all relevant e-learning content.
- Ensure that the teams follow corporate initiatives and store policy and procedures, including the Retail Operations guidelines, hygiene protocol and others.
- Identify locally relevant education opportunities and highlight these to Brand Manager/Retail Operations Manager/Education Executive/Global Education through regular feedback and reporting.
Qualifications:
- Experience in in-store and digital education.
- Exceptional and proven coaching skills.
- Excellent verbal and written communication skills, both in person and virtually.
- Results driven & action oriented.
- Excellence in execution.
- Business acumen: good analytical and commercial skills.
- Able to drive and facilitate change.
- Experience in conflict and interpersonal interactions.
- Extensive knowledge and experience in retail beauty industry.
- Proven ability to build collaborative relationships with retailers, direct reports and peers.
- Exemplifies our brand code of kindness.
- Digitally-savvy: presence and experience in social media.
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