The Estee Lauder Companies Manager, Retail Operations (Michigan), MAC in Michigan

Manager, Retail Operations (Michigan), MAC

Brand: MAC



The MRO is responsible for overseeing sales and training and development for their region and supporting the marriage of art and commerce. This involves managing and developing talent and capabilities of SRM, Store/Retail Managers and Trainers, overseeing execution of regional training strategy in collaboration with RMATs, managing the regional budgets and overseeing events programming. The MRO is responsible for demonstrating learning agility when directing the Retail Sales and Artist Training & Development teams to ensure sales, training and customer service objectives are met with excellence in execution.


  • Provide direction to the retail sales teams and Trainers to ensure corporate short and long-term vision and strategy for the business are communicated and understood while striving for excellence in execution. Those objectives include, but are not limited to:

  • Retail Sales Plan by Door

  • Customer Service Expectations

  • Artist Training & Development Objectives

  • Returns Management/Control

  • Management/Leadership Development

  • Selling Cost Expense Management

  • Budget Management (including Regional Training Budget)

  • Events Strategies

  • Performance Appraisals for Direct Reports

  • Manage and develop SRMs, Retail Managers and assist in the management of Trainers through regular, quality store visits, regular management meetings and one-on-ones. Continually motivate SRMs, Store/Retail Managers and Trainers to achieve training and business objectives.

  • Recruit, interview and hire the best Store/Retail Managers and SRMs.

  • Help complete job orientations and provide thorough training in M∙A∙C policies, practices and standards.

  • Observe Retail Managers and SRMs in store and observe training staff in store and delivering core trainings and provide feedback on job performance. Cultivate that talent by inspiring and coaching high performance individuals while identifying and sponsoring developmental opportunities.

  • Help ensure all relevant human resources records are kept updated and confidential.

  • Assist in ensuring the store environment is safe and that work practices are safe.

  • Ensure consistent and proper communication both internally and externally to swiftly mobilize to adapt to changing needs and demands.

  • Establish individual goals and objectives set strategies for growth and evaluate progress on an on-going basis. Assist FED in development of retail sales plans, Demonstration, In-Store, T&E budgets, Talent and capabilities.

  • Ensure T&E, Demonstration and In-Store budgets are managed and effectively utilized to maximize ROI.

  • Keep staff turnover to a minimum and ensure positions are filled in a timely manner. Recruit and hire exceptional candidates for all positions.

  • Maintain effective communication with all departments, including AT&D and Finance. Ensure communication is made daily with every store, either by store visit or by phone to create an environment that encourages and values constructive criticism and risk taking.

  • Work with RMAT and Trainers to develop skills and reinforce training initiatives and learning agility at the retail level. Recommend specific training and strategies to address the store/ market needs by proactively providing constructive feedback and specific action steps.

  • Work with RMAT to help identify and develop training needs of M∙A∙C training staff and Retail Employees and establish regional training strategy.

  • Provide input to RMAT on Trainer performance throughout fiscal year and during performance review process.

Programming Responsibility:

  • Responsible for the implementation of national marketing programs for region.

  • Recommend to management creative solutions by which to profitably grow the business.

  • Plan and schedule special events, oversee the formation of M∙A∙C Teams for facilitating special events as well as providing post-event evaluation.

  • Plan and schedule store events, and work with Marketing on advertising for new openings.

  • Responsible for image and presentation of M

  • A

  • C in store: merchandising, ordering and installation of collateral for major promotions, employee image, and customer service.


  • Review Schedules and Revenue Calendars and Regional Training & Events Calendars to ensure retail business and training needs are met.

  • Review stock levels and allocates resources to respond effectively to sales growth.

  • Review direct reports’ expense reports.

  • Review all training reports.

  • Responsible for completing and submitting the following reports on a timely basis:

  • New Hire Paperwork.

  • Regional Admin.

  • Events recap.

Provide FED with highlights on:

  • Retail sales by door vs. plan/last year.

  • Training needs and effectiveness of training initiatives.

  • Effectiveness of current marketing / best practices across brands, regions and function.

  • Major issues impacting marketplace or accounts.

  • Staffing needs / issues.

  • Employee development / succession planning.

  • Event results.

Account Relationships/Meetings:

  • Maintain and grow our business partnership with accounts to ensure achievement of respective goals and objectives, know and develop good working relationships with Buyers, Cosmetic Department Managers and Store Management to recognize opportunities that are consistent with the company’s strategic direction.

  • Meetings should be scheduled with DM’s/Buyers twice each season (four times annually)

  • Responsible for the preparation of meeting materials, i.e. analysis of business STD vs. plan and by door projections for the future season; staffing and inventory analysis, marketing/event calendars with results

  • Ensure a management representative attends store department meetings on behalf of M

  • A

  • C.

  • Adhering to and providing the example for M

  • A

  • C policies regarding customer service expectations, dress code and M

  • A

  • C’s professional standards.



  • A minimum grade 12 education paired with an undergraduate degree.

  • Preferred degree in Business or Business development.

Job-Related Skills:

  • Leadership training, public speaking experience, communication skills, plan/budget skills, training experience.

  • Comfortable managing and supervising people.

High-Touch Leadership Competencies

  • Develops Talent and Capabilities - Identifies and cultivates essential skills and attributes to maximize individual contribution and engagement.

  • Demonstrates Learning Agility - Ability to anticipate change, face reality, draw conclusions, and swiftly mobilize to adapt to changing needs and demands.

  • Strives for Excellence in Execution - Proactively seeks ways to improve personal and organizational effectiveness to meet current and future business needs. Learns equally from successes and failures.

Job-Related Experience:

  • 2 years previous experience in a similar atmosphere.

  • Experience in the cosmetic field preferred.

  • Management experience required.

Analytical/Interpretive Skills:

  • Training and coaching new and existing employees.

  • Ability to address and resolve employee conflicts and to function in a fast-paced environment.

Additional Requirements:

  • Demonstrate flexibility an ability to manage change.

  • Embrace the company’s corporate philosophy.


  • This position requires excellent communication skills to be performed on a daily basis.

  • This position requires moderate physical effort.


  • Retail Partnered Stores,

  • Freestanding M

  • A

  • C Stores,

  • Traveling to and from locations, office (home or specified location),

  • Some overnight travel.

Job: Sales

Primary Location: Americas-US-Michigan

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: No

Job Number: 161061