AVEDA LIBERTY London - Counter Lead -37.5 hours

As a pioneer of holistic beauty rooted in Ayurvedic principles, from the products we make to the ways in which we give back to society, caring for the planet is at the heart of our mission. This is a job for the haircare obsessed. As one of our highly skilled Counter Leads you will provide welcoming, authentic, and personalised service to our customers to achieve all customer service and sales targets. As an innovator in Haircare with a culture that has diversity and inclusivity at its core, we offer excellent training and development for you to grow your career.

They are accountable for achieving this by:

• Reflecting a credible and professional Brand image to all internal and external consumers at all times.
• Maximising sales through selling, providing excellent service and retail standards.
• Contributing to efficiencies through adhering to store/Brand/Company Procedures and guidelines.
• Understanding daily/weekly targets.
• Ensuring personal awareness of all additional sales avenues i.e. eventing, Omni and digital channels, etc.
• Keeping up to date with competitor activities and missed opportunities.
• Effectively using social media, leveraging opportunities to drive the business, protect and enhance the Brand image.
• Delivering the Brand Strategy, ensuring the delivery of an effective local plan.
• Planning and implementing local marketing & events initiatives, aligned to Retailer activity.
• Delivering excellence in execution of service by ensuring measures are in place to continually and visibly improve service levels, creating a zero consumer complaints mindset and a surprise and delight culture.
• Being an Ambassador for the Brand - leading the way to ensure Brand values are represented and brought to life.
• Ensuring all refunds and complaints are managed in line with Company guidelines and to a mutually satisfactory conclusion, informing/consulting with the Area Manager where appropriate.
• Using digital tools to ensure knowledge is kept up to date.
• Delivering a consumer recruitment and retention strategy to grow a loyal consumer base.
• Developing up to date knowledge of product in order to ensure we deliver an industry leading experience and the product meets the consumer's needs.

Operations:

• Planning to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
• Reviewing retail standards on a daily basis ensuring they are maintained to the required standard.
• Ensuring deliveries, stock movements and associated administration are completed within agreed Company timeframes.
• Ensuring that all auditable processes and administration are actioned to Company guidelines and take corrective action in highlighted areas of risk.
• Ensuring all information requests are fulfilled accurately, within deadlines set.
• Minimising stock loss by ensuring all Company Security Policies and Procedures are implemented correctly and followed.
• Creating and maintaining a safe working environment for consumers ensuring that Company and Retailer Policies and Procedures are adhered to.
• Ensuring that all health & safety responsibilities and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits.
• Managing daily replenishment, taking appropriate action where necessary.
• Maximising sales performance by utilising all commercial reports before making commercial decisions.
• Planning and delivering the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
• Identifying stock package issues, and taking corrective action, informing the Area Manager when out of direct control.
• Effectively managing all promotions and discounts ensuring they are actioned in line with Company guidelines.

Qualifications:

• Effective verbal and written communication skills.
• Excellent interpersonal skills - Quality customer service skills.
• Skilled at winning people over - Results oriented, with high drive to meet objectives and standards.
• Pursuing goals beyond what is required or expected of them.
• Sensing others' development needs and bolstering their abilities.
• Anticipating, recognising, and meeting customers' needs.
• Handling difficult and tense customer service situations with diplomacy and tact.
• Guiding the performance of others while holding them accountable.
• Cultivating and maintaining extensive informal networks.
• Modelling team qualities like respect, helpfulness, and cooperation.
• High attention to detail and organisational skills.
• The ability to work autonomously and contribute to the team.
• Proactive and positive approach to work and tasks.
• Confidentiality, tact, and discretion when dealing with people.

Qualifications / Knowledge:

• Retail sales experience.
• Team leadership.
• Degree of experience dependent on business/Store size.
• Experience in strategic planning and execution.
• Ability to develop financial plans and manage resources.
• Working knowledge of a computerised system including email, Microsoft Excel.