Account Manager - Harrods in City of London

Chantecaille’s mission is to create luxurious botanical beauty with impact. For the past 25 years, the brand has been at the cutting edge of some of the industry’s most exciting innovations in skincare and cosmetics, creating iconic products that are beloved worldwide. Founded by the mother-daughter team of Sylvie and Olivia Chantecaille in 1998, the brand is known around the world for its pioneering use of naturals in both skincare and makeup, as well as its give-back philanthropy program that supports conservation groups worldwide. Always cruelty-free, the products crafted by Chantecaille are the epitome of forward-thinking and created with a sustainable approach.

This role is for Chantecaille's upcoming counter, opening up in Harrods. It is a full-time position, and the successful candidate will manage 2 part-time Beauty Consultants. The Counter Manager is responsible for ensuring the counter and team consistently meet and exceed company-set goals. Through effective coaching and development, they will ensure each team member achieves their individual KPI targets. The Counter Manager is accountable for the smooth day-to-day operation of the counter and for making sure all team members understand and work toward sales, service, and KPI expectations. They will also be responsible for ongoing training and development to support performance and growth.

• CUSTOMER SERVICE AND PERFORMANCE
  • Achieve the targets set by the company as communicated by the Area Manager in respect of items per transaction/average £ sale and mix of business.
  • Deliver the highest level of service to ensure every customer is provided with an excellent experience at the counter.
• MAXIMISE SALES PERFORMANCE AND PRODUCTIVITY
  • Takes overall accountability in ensuring achievement of all business goals and sales & service targets.
  • Deliver excellent selling skills by acting as a role model for team members.
  • Clearly and concisely communicate all KPI targets to team members, as directed by the Area Manager.
  • Coach, motivate, and develop the team to achieve individual goals and targets and be aware of goals daily.
  • Monitor and share competitor products, activity and results and discuss with your area manager.
  • Be commercially aware of competitors’ activity and results and use them to the business advantage.
  • Seek new sales opportunities both inside and outside the store.
• TEAM MANAGEMENT
  • Monitor individual team members’ performance and review their progress towards their KPI and deliver balanced constructive feedback to ensure achievement of individual/counter/company goals.
  • Set goals and objectives for individual consultants, monitor performance and follow-up, and put in place remedial action where required.
  • Build collaborative relationships with both Area Manager and Head Office.
  • Delegate responsibility and tasks to the sales team and follow up on results.
  • Run informative and motivational meetings.
  • Reinforce all company educational information received from the company with the team.
  • Coach and develop individuals in all areas of the business to progress within the company.
  • Ensure excellent standards of timekeeping and attendance are maintained by the team liaising with your Area Manager to follow up and deal promptly with problems.
  • Identify and develop staffing succession and development plans.
• COMMUNICATION AND WORKING RELATIONSHIPS
  • Communicate regularly and effectively with your Area Manager keeping him/her informed of activities and working together to resolve difficulties.
  • Conduct regular communications with your team to keep them informed of targets, initiatives and activities that impact their ability to perform their jobs to the best standard.
  • Build collaborative relationships with the stores Management team.
• EVENTS
  • Create, and organise events on the counter to drive business, educating teams on product focus for the theme of the event/activity. Ensure the event is prepared in good time, this will enable stock, display, rotas, gifts etc to be organised.
  • Execute events according to the marketing guidelines.
  • Strive to achieve and exceed targets set for the event.
  • Ensure feedback is given to the Area Manager/Head Office after the event.
• STOCK AND INVENTORY MANAGEMENT
  • Assist daily in stock and hygiene supplies replenishment and maintain appropriate levels throughout the day.
  • Assist in the proper rotation of stock.
  • Monitor stock levels and key lines highlighting problems to the Area Manager agreeing on action to ensure there is adequate stock to achieve sales targets.
• MAINTAIN WORK ENVIRONMENT
  • Actively participate in cleaning display units, tools and testers throughout the day.
  • Maintain a clean and organised work area.
  • Maintain proper placement and condition of merchandise on counters, shelves, in stock rooms and in all holding areas.
  • Inform store management/Area Manager of any store maintenance or Health and safety issues, potential hazards, or accidents.
  • Ensure all members of the team maintain consistently excellent standards of personal grooming.
  • Ensure the store is merchandised to always comply with the Chantecaille image and standards.
  • Ensure the counters, testers and counters generally are kept clean and tidy at all times to reflect the Chantecaille image.
  • Ensure problems concerning personal standards, hygiene and merchandising are followed up and prompt action is taken to address them liaising with the Area Manager to agree on actions.
• TEAMWORK
  • Undertake specific tasks as given by the Area Manager Executive including administrative paperwork.
  • Work in conjunction with the team members to ensure the efficient running of the store.
  • Give great internal customer service and develop good working relationships with colleagues.
  • Be punctual and manage time at work effectively.
  • Keep informed about products, company information and store information.
  • Maintain high standards of timekeeping ensuring team efficiency.
  • Attend and actively participate in training sessions provided by the company.
• ADMINISTRATION
  • Complete the monthly/weekly report and all paperwork accurately and submit in accordance with deadlines via Google drive.
  • Maintain and update all forms on the company iPad.
  • Meet all paperwork/report deadlines set by Head Office/Area Manager.
  • Ensure scheduling and team rotas support the achievement of sales/business goals and KPIs.
  • Analyse business in advance to be aware of ‘challenging’ business areas, and ratify all activity with the Area Manager.
• IMAGE
  • Maintain personal grooming to the standards as set by the company.
  • Maintain the Chantecaille hygiene and image at the counter by cleaning counters, tester stands and displays.