The Estee Lauder Companies La Mer Expert - Sandton in Johannesburg, South Africa
La Mer Expert - Sandton
Brand: La Mer
Must have Skincare experience!
The Expert represents the image, products and culture of the company to the customer.
Their primary responsibility is customer service and sales, achieved through exceptional communication skills and skin knowledge, maintaining the store environment and operations and assisting with administrative duties.
Key Roles & Responsibilities:
Create opportunities to ensure sales targets are met
Recruit new customers by collaborating with high-end Brands
Drive new product Launches and promotional offers to ensure a 100% sell- through
Plan and execute on counter events to achieve sales targets
Provide welcoming, personal, professional service to all customers at all times.
Ensure customers are treated professionally at all times: luxury look, luxury approach, luxury experience and luxury finish
Demonstrate effective communication skills, listen to the customer, ask questions, investigate preferences and make the experience interactive to maintain the La Mer service standards
Suggest groups of appropriate products to meet and exceed customer’s needs
Assist customers with product and services selection and information.
Strive to always surprise and delight customers by offering services and smart sampling to meet their needs
Obtain customer data for CRM system or other client list as required.
Continue to build Customer relationship by booking follow-up appointments
Invite customers to on counter events to strengthen Brand loyalty
Give great internal customer service and develop good working relationships with colleagues.
Attend work as per counter plan
Arrive at work 15 min before shift start and ensure that face are fully made up and that you are adhering to the uniform guidelines
Be punctual and manage time on counter effectively ensuring 2 x 15min tea breaks and 1x hour lunch break per 8 hour working day
Ensure personal hygiene levels are at high standard
To familiarise yourself with company information, code of conduct and store information and rules
Adhere to proper security procedures regarding handling of cash and assets
Submit HR documentation as per HR deadlines
Record your personal sales daily and accurately
Record daily all customer information accurately and capture correct information on CRM
Transfer your daily sales to the counter manager’s book
Achieve the required IPT
Conduct a minimum of 4 services per day
Book a min of 75% of customers seen back for a follow-up appointment
Book and recruit new customers for on and off counter Special Event
To keep levels of product knowledge high by reviewing the product portfolio regularly
Actively participate in La Mer training sessions and partnered store mandatory training sessions.
All customer returns to be handled according to policy
Ensure display is per merchandising guideline
Maintain a clean and organized work area.
Maintain tester units in proper schematic order
Ensure discontinued stock and testers are removed
Ensure all testers are clean and in good condition
Ensure cleaning tools are stocked and in good condition
Assist in tidiness of drawers and cupboards and all back areas
Ensure counters, shelves and cupboards are kept clean and dust free at all time
Actively participate in cleaning display units, tools and testers throughout the day, and more thoroughly at night to prepare for next day’s business.
Inform management of any store maintenance
Immediately report Health and Safety issues which might lead to accidents.
Assist daily in stock and hygiene supplies replenishment and maintain appropriate levels throughout the day.
Communicate low stock and out of stocks to the Counter Manager and AE
Assist in the proper rotation of stock
Assist in weekly stock counts of the Top sku’s and compare to in store systems (Retek or Click view)
Ensure there is sufficient stock for all promotions and events
Monitor and Control tools, testers and stock that are kept in stock rooms
To complete required admin and submit within deadline to ensure accurate reporting
Accurate CRM information to improve communication to customers
Accurate stock counts to improve DI
To submit Payroll admin accurate to ensure correct salary payment
To be aware of Competitor activity
To be aware of competitor performance to improve awareness to gain market share
Analyse competitor events to ensure future improvements and successes of own events
Improve business acumen
Know and understand counter and personal goals
Know counter ranking overall and within treatment category
To understand business environment and to think strategically to formulate a plan to achieve goals
As a La Mer Expert you are required to teach and empower customers
Lead yourself to act as a role model to colleagues
Leverage on your strength to be an example to others
Strive for excellence in execution to ensure future development
Retail Cosmetics Experience
Must have Skincare Background
Must have Luxury Brands Experience
Ability to work retail hours
Job: Retail - Store
Primary Location: Europe, Middle East, Africa-ZA-GT-Johannesburg
Job Type: Standard
Job Number: 176089