The Estee Lauder Companies Manager, Retail Sales & Operations, Southwest Region, MAC in Los Angeles, California

Manager, Retail Sales & Operations, Southwest Region, MAC

Brand: MAC


The Manager, Retail Sales & Operations is responsible for the delivery of retail sales and building relationships with retail store teams. This involves managing and developing talent and capabilities of Store & Retail Managers. The MRSO spends 50% - 60% of their time on the floor interacting with consumers, Store Managers, Retail Managers, and Artists. The MRSO is responsible for demonstrating learning agility when directing the Retail Sales teams and partnering with the AT&D teams to ensure sales, training, and service objectives are met with excellence in execution. MRSO will work during key business hours, inclusive of Holidays and weekends.

Drive Sales through Development and Coaching of Store Managers, Retail Managers and Artists

  • Develop, train and coach store teams through regular, quality store visits and one-on-ones, resulting in achievement of productivity goals and brand & sales objectives.

  • Spend 50% of their time on the floor interacting with Consumers, Store Management teams, and Artists in stores across channels (Specialty-Multi, Department Stores, FSS) coaching Makeup Artists, Managers and Freelance On-Call.

  • When in stores demonstrate excellent customer service, selling and model 5 star service experience by directly interacting with consumers on brand messaging, product education, and fulfilling consumer needs. I.e. lead by example.

  • Support Brand education: Ensure staff is well-versed in brand messaging, artistry, differentiation and assortment.

  • In partnership with Education, develop skills, 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.

  • For branded store staff (e.g. FSS, Department stores): observe store teams' interactions with consumers and provide frequent feedback on job performance. Identify development opportunities and deliver relevant training to cultivate talent and produce high-performing teams that exceed sales objectives.

  • For non-branded store staff (e.g. Ulta, Nordstrom): develop influential relationships with staff and Retail Partners to inspire and motivate the team to achieve sales objectives. Provide ongoing brand training to create brand ambassadors and drive consumer engagement with brand

Achieve Sales Target through Consumer Engagement

  • Leverage product and category expertise to drive consumer engagement across all channels through authentic brand and product story telling at the point of experience. Understand varying consumer segments/profiles that shop channels (e.g. FSS vs. traditional department store consumer).

  • Engage with different consumer segments, communicating brand essence

  • Create a feedback loop for Brand needs: consumer, product, and Artist needs

  • Drive digital influencing by coaching in store sales teams on how to create a social network, engage with the consumer beyond stores by creating a community, and being a local/regional influencer. Position Brand as a leader through social/digital media and being active in social media to promote brand and product story conforming to M

  • A

  • C guidelines.

  • Partner with retailers, field marketer, NOAM events teams and mall management teams to identify and implement innovative in-store/in mall events, animations, activities and display concepts to drive traffic and cater to the needs of the local consumer.

  • Partner with field marketer and NOAM events teams to schedule store events, marketing and advertising for new openings.

  • Develop consumer relationship management strategies for store teams across channels to build loyal consumer base. (e.g. process for regular consumer outreach, retail partner CRM protocols)

Build Business to Gain Market Share

  • Create a feedback loop to the brand: share feedback with central teams on local retailer execution, competition's products, service offering and activity; maintaining in-depth knowledge of market trends, demographics and consumer needs / behaviors / reactions.

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

Maximize Sales by Managing Sales Plans, Revenue Calendar, & Selling Effectiveness

  • Maximize selling staff’s productivity through hour utilization, schedule optimization, and goal management

  • Develop sales goals at door level, refine revenue calendars by month, week, day

  • Oversee management of revenue calendars/sales planning documents, weekly by location for market (e.g., if reflow opportunities based on over/under achievement of plan).

  • Selling cost expense management, including re-deployment across locations to maximize opportunities or minimize liabilities based on sales trend (incl. flex team).

  • Support store leadership to maximize selling staff’s productivity through hour utilization, schedule optimization, and goal management.

  • Provide insight and feedback on training needs and effectiveness of training initiatives.

Direct manage all Brand owned Store & Retail Managers

  • Audit/approve schedules across all platforms for FSS and Brand Owned locations to maximize peak hours and support training objectives.

  • Ongoing “people management”: evaluation, performance management, etc.

  • Perform final round interviews and select candidates

  • Manage Performance Management process.

  • Provide performance reviews for brand owned Store Managers and Retail Managers.

  • Review and Approve SMs and RMs performance reviews for their staff, utilizing performance scorecards/metrics and feedback.

  • Train and develop FSS Store Managers and Brand Owned Retail Managers to create and deliver best-in-class brand experience

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

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

  • A

  • C.

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

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

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

  • Audit/approve Direct Reports’ expense reports.

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.

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

-Comfortable managing and supervising people.

-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.

-2 years previous experience in a similar atmosphere.

-Experience in the cosmetic field preferred.

-Management experience required.

-Training and coaching new and existing employees.

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

-Demonstrate flexibility an ability to manage change.

-Embrace the company’s corporate philosophy.

Job: Sales

Primary Location: Americas-US-CA-Los Angeles

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Job Number: 1715446