Guerlain - Business Manager - Fenwick Newcastle

Location: Fenwick, Newcastle

Full Time

Main Responsibilities

• As an ambassador for our Maison, you embody and transmit Guerlain's values to your customers and employees.
• Reporting to your Line Manager, you will plan and manage the achievement of sales objectives, the excellence of our customer service and ensure the implementation of the strategy set by the Management.
• You ensure the management and development of your employees and put the customer relationship and experience at the heart of all your actions.

Sales and Customer Service

• Develop a unique customer experience and impeccable service by being an example for your teams.
• Apply and enforce the Guerlain unique sales method.
• Ensure the recruitment, development, and retention of customers.
• Monitor and manage customer KPI's: BDD, (basing, qualification), satisfaction questionnaire.
• To guarantee the quality of service on the floor, customer relationship management, disputes, and complaints, with speed and efficiency.

Business Monitoring

• Implementing Guerlain's commercial policy and ensuring that the objectives set are met.
• Being a stakeholder in the construction and achievement of objectives and P&L (respect of budgets and commitments).
• Analyse and share KPI's of the business, manage reporting.
• Be a driving force in the development of action plans, challenges, and partnerships according to priorities, results, and activity.

Management

• Participate in the recruitment, training, and integration of your new employees in accordance with Guerlain's values.
• Ensure a climate of trust in the team through close monitoring and management: briefings and team meetings by instilling positive energy and creating well-being.
• Define individual/team objectives, evaluate performance, identify training needs (challenge comfort zones, be demanding).
• Accompany your teams through coaching and training, while ensuring the continuous development of their individual and collective skills (federating, motivating, celebrating victories).
• Ensure the application and respect of procedures and operating rules within the point of sale (cash desk, point of sale management, merchandising, stock, etc.).
• Manage disciplinary measures in collaboration with HR.
• Work closely with your assistant boutique manager(s) and stockist(s).

Back office & Operations

• Supervise the administrative management of the team (schedules, payroll, bonuses, training, interim, lunching vouchers, uniforms, etc).
• Supervise maintenance: cleaning, linen, supplies, various suppliers...
• Be responsible for risk management (physical security, cash management, inventories).

Visual Merchandising

• Ensuring that the image of the Boutique is respected (merchandising, cleanliness, organization and grooming of the team).
• Participate in the implementation of merchandising with the support teams.

Renumeration - Benefits

We value diversity of thought and people. You’ll have the opportunity to learn new skills through our unique training and development programmes, as well as receiving a competitive salary package and excellent benefits, including amazing productivity recognition incentives and brand discounts.

Hard skills

• You have an innate sense of customer service and excellent interpersonal skills and have a taste for challenges and sales.
• Result and customer orientation.
• Strong organizational capacity.
• Commercial Sensitivity.
• Sense of service in a luxury environment.
• Master the use of Office Pack (Word, Excel, PowerPoint).
• Knowledge of a business management application.

Soft skills

• Ability to coach and lead a team (leadership).
• Managerial courage.
• Dynamic and empathetic.
• Autonomous, power of proposal.
• Exemplary (application of procedures, field presence, attitude, presentation, elocution).
• Respect of confidentiality.