Counter Manager - 'The Ordinary' - John Lewis, Oxford Street in London

Counter Manager – 'The Ordinary' – John Lewis, Oxford Street

We are seeking a full‑time Counter Manager with 2–3 years of management experience in the fragrance, beauty, fashion, or luxury goods sector.

The role will be based at our DECIEM counter in John Lewis, Oxford Street.

• Strong Assets
• Beauty – Skincare background
• Human and passionate leadership style
• What you’ll be doing in this role
• Lead and supervise all store staff, ensuring effective employee relations, performance management, and smooth execution of all operational functions including sales, merchandising, and customer service.
• Lead, recruit, and develop a high‑performing team by providing ongoing training, mentorship, and motivation to foster a collaborative, customer‑focused, and results‑driven work environment.
• Drive business KPIs and sales performance through strategic planning and execution, ensuring alignment with company goals and consistently exceeding performance metrics and profitability targets.
• Manage scheduling and counter coverage, ensuring appropriate zone assignments and full staffing levels to maintain operational efficiency and optimal customer experience.
• Control operational expenses, monitor daily financial processes (e. g., petty cash, POS systems, banking procedures), and report key issues to the Area Sales Manager as needed.
• Ensure full compliance with company policies in all daily activities, from health and safety standards to operational protocols, including accurate timesheet adjustments in the Nova Time system.
• Deliver ongoing coaching and feedback, promoting continuous development of staff performance and customer service excellence.
• Maintain inventory accuracy, overseeing stock levels and managing weekly orders to ensure counter supplies meet business needs.
• Provide exceptional customer service, warmly welcoming clients, offering expert product knowledge across DECIEM brands, and managing in‑person feedback or complaints professionally.
• Uphold visual merchandising standards, ensuring displays, cleanliness, testers, and layout reflect DECIEM’s branding and marketing campaigns, and support local events and initiatives to drive store traffic.

Skills and qualifications needed to get the job done

• Genuine passion for beauty and skincare, paired with strong customer service orientation and enthusiasm for educating others about products.
• Proficient in MS Office, especially Excel and Power Point, with keen attention to detail, excellent written and verbal communication skills, and a proactive problem‑solving mindset.
• Exceptional organizational and time management skills, with the proven ability to multi‑task, manage conflicting priorities, and perform well under pressure.
• Demonstrated leadership experience, including at least 2 years in a people management or supervisory role, with the ability to coach, mentor, and motivate a team to success.
• Minimum high‑school diploma; additional certifications or related retail/customer‑service experience considered an asset.

Benefits and perks

• Generous vacation and personal days, plus additional time off for volunteering, voting, peaceful protesting, birthdays, and more.
• Six months of paid time off for new parents (inclusive of all genders).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants and a Linked In Learning membership to support your growth.
• First dibs on new products.
• Generous discounts on DECIEM products for you, your family, and your friends.

DECIEM is an equal‑opportunity employer.

We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws.

We are committed to creating and maintaining an inclusive and accessible workplace.

If you are contacted to be part of our recruitment process and require accommodation, please let us know.

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