Position Summary:
The Multi-counter manager is primarily responsible for customer service, store P&L, team management and store operations for several or all counters in a department store. End to end responsibility of hiring, inducting, training, and developing the team. Ensure optimal rostering, visual merchandising, and inventory at all times. The counter manager is dedicated in aligning and engaging the employees to the values and principles of the brand and creating a memorable shopping experience for all customers.
Key Performance Areas & Description
CUSTOMER SERVICE & SALES
Drive retail sales performance
• Drive transactions and sales of the entire team to achieve the counter sales targets.
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• Lead by example by achieving personal sales goals (when applicable).
• Monitor individual performance of each beauty advisor and coach them for better performance.
• Train the team on customer service and sales techniques to improve performance.
• Monitor commercial KPIs: in store traffic, conversion rate, # of transactions per hour, UPT, AST and productivity.
• Understand the business trends and competitive dynamics to propose action plans to generate incremental sales.
• Create daily/weekly action plans to animate the counter, motivate the team and incentivise customers to visit the store.
• Leverage social media and omni-channel initiatives and leverage them to drive the business.
• Plan and drive virtual selling activities.
• Drives sales thanks to multi-brand knowledge
Deliver 5 star customer experience
• Maintain and set an example of outstanding customer service, both internal and external.
• Ensure excellent customer experience is being given at all times.
• Prioritize and optimize presence on the sales floor to observe and seek customer feedback directly.
• Inspire, motivate, and coach beauty advisors on all elements of customer service and artistry skills. (where required)
Hold each retail beauty advisors accountable for the quality of their service
Qualifications
• Proven ability to drive amazing customer experiences and results.
• Proven ability to run a store P&L by driving perofrmance through KPI's within the store
• Ability to analyze and interpret figures and comment in sales and other reports.
• Ability to maintain standars and visual integrity of the store
• Hands-on experience in store operations. (managing all aspects of a store from the stockroom to the sales floor)
• Excellent communication, leadership, organizational and time management skills.
• Ability to mediate and negotiate to resolve conflict and excellent problem-solving skills.
• A solid team-building track record with experience in training and coaching.
• Ability to multi-task, a strong sense of urgency and adapt to challenges while remaining calm in a constantly changing retail environment.
• An open mind, flexibility and positive reaction to change.
• Ability to work retail hours including days, nights, weekends and special events in a fast-paced work environment
• Desire to learn, with mandatory attendance and satisfactory completion of all company-required meetings and education
• Digital savvy is a plus and/or open to learning digital skill sets
• Proficient in microsoft office
Job: Retail - Store
Primary Location: IE-M-Cork
Job Type: Standard
Schedule: Full-time
Shift: Variable
Job Number: 242227