Estee Lauder

7 months ago

Auckland City, New Zealand The Estée Lauder Companies Full time

***

The Counter Manager is responsible for driving retail sales while delivering excellent Customer Service. This involves managing, coaching, and developing the talent and capabilities of their team to achieve optimal performance. The Counter Manager is required to deliver retail operational excellence to provide an efficient and effective work environment. The Counter Manager is also required to spend majority of their time on the floor, coaching and leading by example to ensure the Estee Lauder TR experience is delivered to each customer. Strong communication and exceptional follow-up are essential to delivering excellence in execution. It is essential to collaborate closely with their management team to achieve and exceed performance targets. Other responsibilities include but are not limited to self
- development, maintaining the store environment, and leading all administrative and online duties.

**ACCOUNTABILITIES**
**Sales and Customer Service**
- Work closely with sales manager to develop strategies to achieve retail targets, drive rankings in store and to address shortfalls in the counter’s performance.
- Drive retail sales to ensure all daily, weekly, monthly targets achieved. Track and monitor progress via the daily Business Record.
- Set and allocate individual sales and service targets based on working shift/performance to ensure that the team target is consistently achieved.
- Monitor and report competitor’s sales trend.
- Coach BAs to achieve targets via demonstration, consultation.
- Ensure all customer complaints are handled professionally.
- Prepare and conduct daily counter team meetings to review team goals, results and to elicit feedback.
- Managing general counter management such as display, counter cleanliness, tester, inventory etc.
- Manage stock levels through analysing rate of sale, seasonal change and promotional activity. Feedback to brand or retailer on orders for promotions / peak seasons or out of stocks. Ensure correct stock rotation and replenishment.
- Ensure Daily Business Records completed accurately and legibly and forwarded to the Office/AC within established time frames.
- Ensure Merchandising standards are maintained as directed by the support office.

**Team Leadership**
- Understanding and ensuring all team member adhere to brand DNA and expectations such as brand culture, grooming guidelines, service standard, product knowledge, selling skills, team goals/strategies and policies & procedures.
- Working with SEE and store team to effectively manage each BA’s working shift, working hours.
- Conduct coaching and feedback to each BA’s on their work behavior or performance.
- Coach team to ensure all tasks should be aligned with the business which comes from brand/company guideline and share equally to all team members.
- Delegate and share responsibilities across team to ensure full understanding of all facets of counter management.
- Encourage team to be aware of business performance and participate in raising new ideas and ways of doing things.
- Attend and actively participate in all training programs motivating team members.
- Help sales manager to source, screen, and co-interview potential BA applicants when required.
- Conduct trainings guided by brand sales and education team for all team members or newly hired Bas when required.

**Relationship/Communication**
- Clearly understand and communicate to BAs which comes from the brand or retailers.
- Develop and maintain productive business partnership with retailers to ensure good business relationship and environment.
- Clearly communicate to the team in timely manner if any notice/announcement, marketing plans and promotional information etc.

**Qualifications**
**Ability Requirements**
- Ability to work with flexible roster including evenings and weekends in a fast paced environment.
- Ability to work effectively as part of a team.
- Training attendance & in-store meeting attendance and facilitation.
- Ability to analyze and interpret figures and comments in writing weekly/monthly reports.
- Ability to assess customer and staff needs and make recommendations.
- Training and coaching of new and existing employees.
- Professional demeanour and ability to be flexible and handle change in a positive manner.

**Physical Requirements**
- Manual handling activities such as packing, unpacking and lifting of stock and materials. Setting up displayer and events in your location.
- Must be able to wear Tom Ford Beauty products.
- Must be physically able to stand on feet during shift hours.

**Relevant Indicators**
- Excellent customer service skills.
- Previous experience in sales/goal driven environment is desirable.
- Excellent communication skills, leadership, organizational and time management skills.

**Personal Attributes**
- Results Oriented, with high drive to meet objectives and standards.
- Pursue goals beyond what is required or expected of them.
- Senses others’ development needs and bolsters thei

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