Counter Manager \"The Ordinary\" Boots Stratford - Westfield

Counter Manager \”The Ordinary\” Boots Stratford – Westfield

Join to apply for the Counter Manager \”The Ordinary\” Boots Stratford – Westfield role at DECIEM | THE ABNORMAL BEAUTY COMPANY

We are growing rapidly and looking for someone who shares our vision and wants to grow with us.

Overview

We are the Abnormal Beauty Company, home to The Ordinary, NIOD, and other beauty brands. We pursue a science-first approach to innovation and strive to create a positive, inclusive environment for our team and customers.

What we\’re looking for

We are looking for a Counter Manager with a minimum of 2–3 years of management experience, ideally within the Fragrance, Beauty, Fashion, or Luxury Goods sectors, to join our DECIEM team at Boots Stratford – Westfield.

As a Counter Manager, you’ll be at the heart of our brand, delivering the highest standards of customer service by bringing the DECIEM experience to life and creating a positive, collaborative, and inspiring environment for both your team and every customer who walks through the door.

• 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

• Genuine passion for beauty and skincare, with strong customer service orientation and enthusiasm for educating others about products.
• Proficient in MS Office, especially Excel and PowerPoint, with keen attention to detail, excellent written and verbal communication skills, and a proactive problem-solving mindset.
• Excellent organizational and time management skills, with the 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.
• Retail or customer service background with minimum of a high school diploma; additional certifications or relevant experience are assets.

What you\’ll gain

Perks and benefits for DECIEM team members include:

• Generous holidays allowance
• Unlimited access to an Employee Assistance Program for mental health care and wellbeing
• Access to Development Grants and LinkedIn Learning membership
• First dibs on new products
• A generous discount on DECIEM products for you, your family, and your friends

Our values and sustainability

• Do the right thing
• Create impact
• Respect small things
• Care too much
• Be the future

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, color, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class. We are committed to an inclusive and accessible workplace. If you require accommodation during the recruitment process, please let us know.

How to apply

Thank you for reading. If you like what you heard, please send your resume. Only shortlisted candidates will be contacted.