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The Estee Lauder Companies Frederic Malle & By Killian - Area Manager, London Based in London, United Kingdom
Frederic Malle & By Killian - Area Manager, London Based
Position Title: Area Manager
Reports to: National Field Sales Manager
Direct Report(s): Counter Manager/Consultants
The Area Manager is responsible for managing the commercial performance, driving sales and delivering customer satisfaction through their teams at Point of Sale locations across their defined area.
The Area Manager is responsible for leading, training, coaching and developing the Point of Sale teams and is accountable for their performance. With the Point of Sale teams, they define the commercial strategy door by door, set the objectives and deliver operational excellence through the Brand Strategy.
Drive Sales performance
Set and achieve sales and profitability targets for the entire area.
Lead Point of Sale staffing to achieve their target through regular and impactful communication that engages and inspires.
Monitor commercial Brand specific KPIs and through the Point of Sale teams, always in an agile way taking appropriate corrective actions if needed.
Collaborate with relevant internal departments, retail partners and peers to create and execute a door by door strategy to drive traffic, conversion and cater to the needs of the local customer, aligned with the Brand Strategy.
Lead the Point of Sale teams to understand and deliver effective use of social media, leveraging opportunities to drive the business, protect and enhance the Brand image.
Maintain in-depth knowledge of surrounding competition, omni-channel initiatives, market trends, demographics and customer needs / behaviours / reactions, ensuring relevant commercial feedback is provided to key stakeholders.
Deliver Customers Experience and Superior Customer Service
Be an Ambassador for the Brand – lead the way to ensure Brand values are represented and bought to life.
Cultivate a superior service culture focusing on the customer as our #1 priority. Inspire, motivate, educate and coach Point of Sale Management on all elements of Customer Service.
Lead all elements of the customer journey and attain the Customer Service goals for the area.
Ensures excellent customer service is being given at all times in all doors by spending time on the sales floor to observe and seek customer feedback.
Ensuring all Point of Sale Managers coach and lead their teams to deliver excellence in Customer Service at all times – encouraging a zero customer complaints mind-set and a focus on compliments and recognition of excellence in execution.
Drive Point of Sale Management teams to build a customer recruitment and retention strategy to grow a loyal customer base.
Deliver Brand education via the digital tools and resources available to upskill Point of Sale teams.
Coach the Point of Sale teams on Customer Service, sales techniques and product knowledge to improve performance.
Provide clear goals and expectations. Communicate and engage the team in business objectives. Foster teamwork and team spirit.
Train, coach and develop Point of Sale Managers. Delegate and empower the management teams to run the business successfully. Conduct required performance reviews and appraise based on performance goals and KPI’s.
Develop a culture of individual accountability… with a strong lens on achievement & performance, behaviours and compliance to policies and procedures.
Lead Point of Sales Managers to proactively manage performance, attendance and conduct, utilising the appropriate procedure and support.
Deploy scheduling/staffing process to ensure that Point of Sale schedules are built in order to maximize sales and productivity.
Ensure all Employee Data is maintained and accurate through the appropriate systems.
In partnership with the Point of Sale Management team, ensure that high quality Point of Sale teams are recruited, inducted, retained and developed.
Devise a clear succession plan for key roles across the area and actively work on the development of identified individuals towards key roles.
Collaborate with all teams to devise training needs assessment to create effective training solutions.
Effectively manage the P&L within allocated budgets in order to affect a profitable performance for the area.
Audit/approve schedules to maximize peak hours sales and support training objectives
‐ Manage staffing allocations in line with payroll budget targets and sales performance.
Complete all account documentation accurately and on time.
Lead Point of Sale Managers to deliver excellent standards at all time (product presentations, displays, messaging, pricing) and review during store visits.
Maintain inventory management procedures ensuring inventory is managed to optimise business opportunities.
Ensure that all Point of Sale staff adhere to company policies and procedures in H&S and all areas of operational activity and achieve a minimum overall grading of ‘Acceptable’ during audits.
Collaborate closely with the central teams, retail partners and local contacts to provide timely maintenance of the premises and ensures a safe, clean and aesthetically pleasing working and shopping environment.
Brand Specific Requirements
Accelerate our key Independent Accounts within the region - manage strong relationships with buyers to execute a strong commercial strategy to achieve sales and increase market share.
Plan an effective journey cycle to ensure engagement of higher volume non-demo doors are visited on a regular basis – develop and maintain business relationships with all levels of store personnel and management, coach and educate store teams and ensure brand image and merchandising standards are upheld within store.
Provide educational support at key events including Consultant Conferences/Seasonal School and Retailer Conferences as directed by National Field Sales & Education Manager and National Education Manager
Inspirational Leader, confident in leading and developing Managers and teams
Management experience mandatory in retail and/or customer service.
Experienced in managing large teams / turnover
Experience in multi-site management with concrete measurable achievements
Strong people management experience, distance management essential
Experience in training and coaching high performing teams
Ability to use technology to enhance communication and information cascade
Primary Location: Europe, Middle East, Africa-GB-ENG-London
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 1925799
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.