Counter Manager \"The Ordinary\" Boots - Westfield White City

Join to apply for the Counter Manager role at DECIEM | THE ABNORMAL BEAUTY COMPANY. Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands and is an industry disruptor with a science‑first approach to innovation. Founded in 2013, DECIEM is an inclusive organisation rooted in kindness, creativity, diversity, and respect. We are growing rapidly and seeking a Counter Manager to join our Boots team.

Responsibilities

• Deliver the highest standards of customer service following the DECIEM experience.
• Act as a human leader with motivational and inspirational qualities, accountable for day‑to‑day operational activities.
• Manage Counter Associates’ duties and professional development, including training and performance feedback.
• Control stock level, align merchandising with DECIEM directives, and communicate any challenges to the Area Sales Manager.
• Ensure the team follows brand selling protocols and educates clients, evaluates performances, shares feedback, and acts on successes.
• Attend department and brand meetings and chair regular team meetings to update employees on performance, new initiatives, and relevant topics.
• Conduct regular 1:1 conversations to track team members’ development and performance.
• Monitor and achieve overall counter satisfaction and team educational KPIs.
• Maintain an operational mindset, consulting with Retailer, Department & Floor Managers, Warehouse, and Delivery teams.
• Record counter sales information and complete store and company reports weekly, accurately and on time.
• Support DECIEM and Retailer to align team schedules with business needs, especially during peak sales and seasonal trading times.
• Proactively promote in‑store events to achieve brand awareness.
• Act as a business developer by growing client base, offering the DECIEM journey, and handling customer complaints discretely and effectively.
• Enforce store policies and procedures to meet company standards and direction, ensuring quality, customer service, and health and safety standards are met.

Qualifications

• Two to three years of management experience in luxury, ideally within fragrance, beauty, fashion, or luxury goods.
• Proficiency in MS Office (Excel, PowerPoint).
• Strong communication and leadership skills to coach and mentor employees to success.
• Event organisational skills or background is a nice to have.
• Attention to detail and problem‑solving skills.
• Excellent written and verbal communication skills.
• Background in beauty/skincare.
• Human & passionate leadership style.
• Awareness or experience with Boots.
• KPIs and goal driven mindset.

Benefits

• Unlimited access to an Employee Assistance Program that includes mental health care and mindfulness programs.
• LinkedIn Learning membership to support ongoing growth.
• First dibs on new products.
• Generous discount on DECIEM products for you, your family, and friends.

Company values

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

Equal Opportunity

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 also 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.