Position Summary:
The counter manager is responsible for the total operation of their terminal, ensuring the achievement of all retail targets and will identify and execute retail driving initiatives and develop the total terminal business to maximise potential. The counter manager will manage recruitment, training and development for all the Clinique consultant team and will lead by example to maintain an effective and efficient business. Be proactive in driving stock and sales, performance manage and coach the team to provide exceptional customer service whilst maximizing all sales opportunities. Other duties include developing the team and supporting them within the business. The counter manager must develop strong working relationships with their retail partners & stores. The counter manager is responsible for planning and implementing a strong Business Plan in line with the current marketing calendar six months in advance (where possible) and will have the ability to work in a fast paced environment adapting and responding to the ever changing needs of the business as well as be able to work on own initiative.
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Key Responsibilities:
Retail Business Management
Measures
Retail targets to be consistently updated and aligned with SEE, ASOM & REM and communicated to Clinique team each month ensuring a clear plan and all retail targets achieved. Analyse the business: Retail results vs Targets, MOB%, IPT, ATV, identifying areas of opportunity and growth.
Monthly and weekly catch up completed reviewing target achievement and opportunities to grow.
Team and retailer meetings conducted and reviewed.
Implement and manage a 6 month planner of activity that will ensure the achievement of targets using Brand strategy.
6 month business plan in place.
Updated Business planner with results.
Be proactive in ways to increase sales opportunities and service standards whilst coaching Consultants.
Pop up events executed twice a month with sales results and evaluation of what worked well.
Twice monthly pop up events executed with achievement of sales goals.
Agile to brand changes within strategy, sales and retail plans and new processes.
Monthly management meetings and reviews.
Monitor competitor products, activity and results and discuss with the SEE/ ASOM ways to compete and build the business.
Comprehensive monthly feedback report/ weekly conversations.
Maintain effective working relations with Store Management Team and hold regular meetings to update the key areas of the business and overall performance.
Regular meetings with Beauty Trading Managers alongside SEE.
Complete monthly reports by 10th of the month outlining retail achieved vs target and shop trends. Provide feedback on ST influencers including competitor activity, flights, team and other factors which overall effect the business.
All reports completed comprehensively and timely in accordance to brand expectations
Team Management
Measures
Lead and motivate all team members through in store coaching and by setting clear objectives and reviewing regularly to ensure the achievement of all brand key performance indicators and fiscal targets.
Achieve brand KPIs, productivity,
AUS, Skin School and
Passenger target/ achieved.
Monthly/ weekly One to One's completed.
Act as a role model to team members through own conduct, appearance, selling skills and lead by example.
Achieve brand KPIs,
Groomed to Guidelines
Ensure all members of the team maintain excellent standards of personal grooming and problems concerning personal standards, hygiene and merchandising are followed up with prompt action to address them.
Achieve brand KPIs, all team
groomed to Clinique "Rock the lab coat" Guidelines.
Ensure effective communication to the team daily, weekly and monthly. Hold regular / productive team meetings and briefs which include communication on performance, targets, incentives and their achievements to motivate the consultants.
Set up team success.
Monthly one to Ones completed.
Team and Management meetings
conducted and reviewed.
All account and HR documentation is completed on a timely and accurate basis.
Monthly One to Ones completed
and followed up.
PEP,PIPs, ROCs, AIPs, RTWs completed
Ensure any performance issues are dealt with promptly and in line with Company policy, seeking advice and guidance from the SEE/HR where necessary and keeping the Store informed where applicable.
Complete Monthly one to ones.
Guidelines relating to Performance
Management followed and paper
trail kept confidential
Schedule teams using PAX flow to optimize coverage according to the needs of the business paying attention to key times e.g. Weekends, Holidays, End of Fiscal, Christmas, Events, training. Ensure adequate staff coverage on counter at all times, within FTE productivity guidelines.
2 months Rotas received by SEE and
reviewed by ASOM/ Store. Adequate
cover
at all times.
Ensure highest levels of customer service are provided by all team members at all times.
Achieve above brand expectation on
Mystery Shops (SERVICE COMPASS)
Ensure team and counter are prepared for passengers and Store Visits from the moment the store opens. Awareness of ranking and opportunities to drive business.
Well prepared and executed VIP
store visits.
Passenger's should see Clinique/
Origins looking its best at all times.
Stock Management
Measures
Monitor stock levels generally and specifically on hero lines, taking prompt action to ensure agreed optimum stock levels are maintained and stock is well balanced in accordance with sales trend and business mix goals. Report any Key line OOS concerns to SEE and Retailer management.
Adequate levels of stock in place and anomalies followed up.
Attend stock shop weekly in terminal.
Merchandising
Measures
Preserve merchandising displays and ensure counter hygiene standards including testers and fixtures, which should be kept clean and reflect the Clinique image and guidelines.
Counter merchandised to Marketing guideline and updated Maintenance communicated to SEE.
Ensure all VM, counter hygiene and brand guidelines are communicated and adhered to, follow up once a week with all changes that take place on counter; regularly communicated to VM. Finding VM solutions when faced with oos challenges.
Brand guidelines adhered to.
Follow up and share pictures with VM team
Recruitment
Measures
Ensure all new starters are put through the Simply Amazing Start onboarding Induction and assigned to a coach/mentor. Ensure weekly performance reviews are conducted with all new starters during their probation period in accordance with Company guidelines. 3 and 6 month reviews carried out in the 1st year.
New starter inducted within 6 months.
Achieve a low % turnover through thorough induction
plan.
Ensure proactive action is taken to fill vacancies and assist in the recruitment and development of top Consultants and managers.
Maintain contact with potential candidates.
Vacancies filled within 12 weeks
Education
Measures
Educate and coach teams on product knowledge, selling skills and consultations to ensure high levels of capability and consumer experience.
Promote self-learning by leading by example and completion of elearning/ onboarding modules.
Service compass to brand expectations.
Elearning completion targets
Ensure goals and plans are in place to achieve store specific and regional objectives pre and post seminar. (digital learning)
Achieving certification goals.
Follow up from all digital learning
Coach & develop team to drive sales to achieve, and where possible exceed retail sales targets, as well as identifying area opportunities.
Achieving all brand KPI's.
Succession plan in place.
Builds relationships with key agency partners to train/ coach agency staff/ generic teams to support achieving key retail goals.
Achieving sell thru of newness
Agency staff sales results.
Generic staff training.
Provide feedback to Education Manager regularly on KPI related performance and plans to support development and change in results.
No customer complaints
Succession plans in place
Qualifications
Other Duties/ Experience
Measures
Communication via Teams Channel.
Communication to all brand partners through Microsoft teams.
Ability to work Travel Retail hours including 4am starts, evening, weekends and special events in a fast-paced work environment
Previous experience in retail
Previous management experience within similar roles
Applicants must have an in-date passport to work in the airport
To obtain an airside pass, you must be able to provide a checkable 5 years work/education history and have a satisfactory security clearance from the relevant airport authority and CRC check
Applicants must be able to provide proof of right to live and work in the country if invited to attend for interview
Job: Retail - Store
Primary Location: Europe, Middle East, Africa-GB-ENG-Heathrow
Job Type: Standard
Schedule: Full-time
Shift: Variable
Job Number: 243351
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.