Account Manager in Welwyn

Within the Retail team, the Counter Manager is the ultimate leader and brand ambassador of his/her counter and represents Parfums Christian Dior in the market. He/She is responsible for the management of his/her Counter and his/her team. This role is crucial for developing and leading the team to maximize store performance (sales and client management) while ensuring an exceptional level of service. Passion and embodiment of the brand will enable contribution to the broader development of the business while ensuring continuous personal and professional growth.

Job Responsibilities

• Business Performance
  • Achieve retail sales targets and contribute to store and services KPIs on a daily basis.
  • Have a comprehensive and omnichannel vision of the business (master KPIs, identify key drivers and opportunities).
  • Continuously assess counter performance, develop and implement action plans to improve results and generate sales on all channels.
  • Set realistic individual KPIs for your team.
  • Grow awareness among the team about market and trends.
  • Sell Dior products by meeting our clients’ needs and providing a memorable experience through DIOR high standard of service and selling technique.
  • Gather & report market and competition trends and identify opportunities for commercial development.
  • Report on a weekly basis store performance to Retail Manager.
• People Management
  • Ensure your team is aware of and respects Dior strategy, goals and standards.
  • Contribute to the selection and recruitment of high performing profiles.
  • Motivate your team: foster a positive working environment and create a culture of feedback, encouraging diversity, mutual respect and teamwork.
  • Play an active role on the sales floor to lead the team by example and ensure a welcoming environment in the counter.
  • Ensure optimum staffing at all times in line with budgets & business needs.
  • Effectively organize and manage timetables according to team and counter activity.
  • Oversee annual review process for your team.
• Client Experience
  • Master and leverage client data to recruit, retain and grow client loyalty.
  • Proactively propose and execute in store and remote actions to drive traffic to the counter, to recruit new customers and to develop customer loyalty.
  • Effectively manage internal and external communication to ensure successful events in store and/or remotely.
  • Organize, set up and host events (e.g. beauty classes).
  • Animate actively the implementation and success of Dior launch plan and animations.
  • Constantly lead your team to deliver exceptional and memorable client experience, providing luxury service for every client interaction, from purchase and after‑sales service to complaint resolution.
  • Drive, manage and support the usage and implementation of Dior retail digital tools (such as IPOS, Dior Connect, KPIs dashboards).
  • Instate and engage retail teams on clienteling through definition, coaching and monitoring of clear clienteling targets.
  • Drive clienteling activities among your team, ensure precise follow‑up of client portfolio and clienteling KPIs.
  • Identify clienteling and client experience opportunities and set up action plans with CRM and Retail management.
  • Meet voice of client standards as defined by corporate (NPS, mystery shopping).
• Operations
  • Ensure all procedures and policies are well known and applied by the team (e.g. sales, till, cash and stock management) and guarantee the optimal use of available tools – report to Retail Manager, Floor Manager and/or relevant stakeholder if any issue.
  • Ensure visual merchandising guidelines are applied to the highest standard.
  • Optimize stock levels and sell through by analyzing your sales and communicating with back office.
  • Ensure efficient inventory management and implement control procedures to anticipate and minimize shrinkage and discrepancies.
• Retailers
  • Manage relationships with retailers and report to Retail Manager if any issue.

Profile

Ideally, you would have previous retail experience in the luxury and/or beauty industry, during which you successfully demonstrated management capabilities (5 years / to be adapted locally), as well as a proven track record in achieving retail results (sales and profitability).

Soft Skills

• Strategic Thinking
• Business Acumen
• Purpose Driven Management

Hard Skills

• Strong analytical skills
• Language and communication proficiency

Additional Information

Inclusivity is not just a noble principle; it is the very heart of our excellence. In a world where our clients, talents, and ideas increasingly come from diverse backgrounds, our diversity is our strength. At Parfums Christian Dior, this means being a House where everyone feels respected, welcomed, and valued, regardless of their uniqueness. Because we know well: a House that reflects this diversity is a sustainable, vibrant House, rooted in both dreams and reality. Inclusivity cannot be decreed; it is practiced daily. (If you require any reasonable adjustments within the application process, feel free to indicate it in your application).