Assistant Business Manager, Harrods

Location: London, GB, SW1X 7XL

Contract Type: Permanent - full-time

Are you passionate about retail and driven by the world of luxury skincare and prestige cosmetics? As an Assistant Business Manager for La Prairie at Harrods, you will have the opportunity to work alongside the Business Manager to lead and grow our beautiful brand, including our Spa treatment room. This is an exceptional opportunity as Harrods accounts for 60% of our UK & Ireland Business.

You will lead and manage a team of up to ten consultants, driving performance, fostering engagement, and contributing to business growth while ensuring the delivery of exceptional client experiences. The successful candidate will inspire and act as a role model to the team, providing best-in-class service and transforming every customer interaction into a true luxury experience. Your goal will be to strengthen the brand’s position within the skincare and makeup category, in full alignment with the brand’s strategic vision and roadmaps.

Main responsibilities:

• Set and monitor daily team objectives, adapting focus throughout the day to maximise performance and support key launches and promotional activity.
• Deliver a high standard of customer service by actively engaging clients, identifying their needs, asking appropriate follow-up questions, and offering personalised skincare consultations.
• Ensure every customer is introduced to the collections to enhance the overall client experience.
• Proactively plan and organise external events to drive business growth and increase brand awareness.
• Maintain accurate and up-to-date customer records within the EPOS system.
• Ensure excellence in Spa operations and client service, being the main point of contact for retail and spa coordination.

Business Planning Counter Performance & Sales:

• Work with the Business Manager on the business plan to define and monitor weekly sales targets, providing clear rationale and regular performance updates.
• Plan and deliver tailored events and in-store (on-counter) activities to support achievement of the business plan, while maintaining strong awareness of competitor activity.
• Ensure all required paperwork and administrative tasks are completed accurately and within agreed deadlines.
• Maintain accurate stock levels, optimise stock ageing, manage tester availability, and implement timely corrective actions where required.
• Proactively manage team absences to ensure consistent and effective counter coverage.
• Ensure full accuracy and compliance in all sales reporting, including use of IPPOS and clienteling systems.

Spa Performance & Sales:

• Be the main point of contact for spa bookings, working alongside the PR manager, supporting training of the Harrods call centre team, and driving occupancy and retail performance.
• Drive the team to achieve individual paid Spa appointment targets.
• Ensure and track appointment bookings so that the occupancy target is met for the Spa.
• Engage and coach the Harrods team about Spa Services to increase appointments and loyalty to the brand.

Team Development & Performance Management:

• Lead, coach, and develop a team of Beauty Consultants, Makeup Artists, Spa Consultants, and stock controller, ensuring excellence in performance, conduct, and client service.
• Build and motivate high-performing teams that consistently meet or exceed KPIs.
• Partner with the Retail Education Manager to analyse KPIs, identify training needs, and enhance sell-out performance.

Marketing & Merchandising Implementation:

• Ensure flawless execution of in-store marketing activities in line with brand guidelines and strategy.
• Maintain strict adherence to merchandising standards, optimising use of collateral, samples, and visual assets to maximise retail impact.
• Uphold the La Prairie luxury image through impeccable counter presentation and consultant grooming standards.

Store relationship & Communication:

• Ensure you are informed about current and new business initiatives and provide feedback to the Business Manager & Training Manager.
• Ensure you are up to date with all HO emails and feedback to the team.
• Maintain EPOS accuracy and compliance.
• Read the Training Manual and Visual Merchandising Guidelines, actioning all relevant points.
• Develop and maintain good working relationships with all store-based colleagues.
• In partnership with the Business Manager, identify and leverage local opportunities for events, additional retail spaces, and personal shopping initiatives to drive brand visibility and sales.

In return, La Prairie & Chantecaille offer:

• A competitive salary and discretionary commission scheme.
• 33 holiday days (including bank holidays).
• Generous product allocation & discount.
• Long Service Awards starting with 3 years’ service.
• A free product to try every time there is a new launch.
• Contributory pension scheme – 5% employer contribution.
• A range of opportunities to develop and grow personally and professionally.
• 24/7 Access to Employee Assistance Programme called Lyrahealth.
• Annual performance reviews so you know your career is going in the right direction.

Reports to Harrods Business Manager. In the absence of the Business Manager, the Assistant Business Manager will report into the Head of Retail.