Estee Lauder - Global Flagship Supervisor - Harrods

The Counter Lead is responsible for supporting their Brand in driving sales turnover and market share through consistently remaining consumer focused. This role is based at the Global Flagship location in Harrods Knightsbridge.

Responsibilities

• Reflect a credible and professional Brand image to all internal and external consumers at all times.
• Maximise sales through selling, providing excellent service and maintaining retail standards.
• Contribute to efficiencies through adhering to store/Brand/Company procedures and guidelines.
• Understand daily/weekly targets.
• Ensure personal awareness of all additional sales avenues such as eventing, omni and digital channels.
• Stay up to date with competitor activities and missed opportunities.
• Leverage social media to drive the business, protect and enhance the Brand image.
• Deliver the Brand Strategy, ensuring the delivery of an effective local plan.
• Plan and implement local marketing and event initiatives aligned to retailer activity.
• Ensure excellence in service execution by continually improving service levels, creating a zero consumer complaints mindset and a surprise and delight culture.
• Serve as an Ambassador for the Brand and lead by example.
• Manage refunds and complaints in line with Company guidelines, consulting with the Area Manager when appropriate.
• Use digital tools to keep knowledge up to date.
• Deliver a consumer recruitment and retention strategy to grow a loyal consumer base.
• Develop up-to-date product knowledge to deliver an industry leading experience.
• Plan to ensure delivery of excellent standards in product, housekeeping, displays, messaging and pricing.
• Review retail standards daily to maintain required levels.
• Complete deliveries, stock movements and associated administration within agreed Company timeframes.
• Ensure all auditable processes and administration are actioned per Company guidelines and take corrective action where needed.
• Fulfil information requests accurately and within deadlines.
• Minimise stock loss by ensuring Company security policies and procedures are correctly implemented.
• Create and maintain a safe working environment for consumers, adhering to Company and Retailer policies and procedures.
• Maintain health and safety responsibilities to achieve a minimum overall grading of 'Acceptable' during audits.
• Manage daily replenishment and take appropriate action where necessary.
• Maximise sales performance by utilising commercial reports before making commercial decisions.
• Deliver visual merchandising layout according to guidelines and agreed timescales.
• Identify stock package issues and take corrective action, informing the Area Manager when out of direct control.
• Effectively manage all promotions and discounts per Company guidelines.
• Identify trends and suggest enhancements to product performance.
• Deliver agile business plan to recruit and retain customers through strategic targeting, in‑store events, customer relationship management and leading a high-performance team.
• Develop leadership, coaching and business management skills in a fast‑paced retail environment.

Qualifications

• Experience in a fast‑paced retail and/or consumer-facing environment.
• Ability to drive self‑development.
• Commercial understanding and awareness of the industry.
• Effective communication, organisation and prioritisation skills.
• Previous experience managing a large team; beauty/fragrance experience desirable.
• Confidence in speaking to customers and understanding their needs.
• Flexible availability across days/hours.
• Proof of right to live and work in the country.