Multi Brand Retail Manager
ABOUT ELC / BRAND
We are looking for a dynamic and inspirational Retail Manager to lead, coach and develop our team of Sales Advisors to achieve sales, customer service and operational targets. You will have total accountability 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. With your passion for people, our brands, and products, you will ensure that each customer has a unique and inspirational in-store experience which educates, inspires, and delights them. While working with the rest of your dynamic team and coaching them to reach their full potential, this could be the perfect role for you and the first step towards a long-term fulfilling career with a leader in prestige beauty.
POSITION SUMMARY
This role requires an all-rounder and a well-seasoned leader with experience of managing a large team. You will be able to manage numerous stakeholders with conflicting priorities and be able to make sound business decisions that reflect the Multi Brand concept. You will be able to give excellent feedback to the Multi Brand project team, be able to recognize any challenges and initiate resolutions. You will work across multiple categories and support the Multi-Brand teams to adapt the seasonal trends across Estée Lauder’s diverse portfolio of brands. As a Multi-Brand Business Manager you will be responsible for driving the business and achieving KPI’s, creating and executing events to reward and recruit new consumers. Managing the business needs while developing your teams’ skills sets and knowledge and building professional relationships within the store and the Multi Brand project team. You will ensure the Multi Brand Assistant Business Manager and team leverages social media to create, advertise and execute Multi-branded events. Your role will require ensuring unbiased, engaging customer service, event execution and sales, achieved through exceptional communication skills, trend spotting, social media upkeep and artistic abilities. At Sephora we are united and stand up for what we believe in; freedom, exploration, the opportunity to enhance people’s lives through the unlimited power of beauty. We welcome the unique, unleash creativity and encourage progress every day. Fueled by energy and enthusiasm, our passion is contagious. We are linked by the same ambition; to reimagine the future of beauty.
WHAT THIS ROLE DOES
Sales and Service
Review and communicate Multi Brand targets, ensuring the cascade to all team members Ensure the Multi Brand sales goals and KPI’s are met
Meet your individual responsibility for your appropriate contribution to the team’s goals (KPI’s) in terms of service and sales
In collaboration with the management team ensure the Multi Brand marketing calendar is executed with excellence – develop and execute in store events plan, aligned to Brands and Retailer activity.
Ensure the management team act as Ambassadors for the Multi-Brand Vision– leading the way to ensure this is represented and bought to life.
Understand the MB consumer journey and ensure the MB team execute at all times
Understand each Brand 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, etc.
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 mind-set 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 are planning and executing 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. Ensure this culture is driven throughout the team
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. Provide clear goals and expectations; ensure this also happens for every member of the team
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 capitalize on opportunities to maximize 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
