Estee Lauder - Global Flagship Supervisor - Harrods in London

Counter Lead – Beauty & Cosmetics Supervision at the flagship location. The role is responsible for driving sales, maintaining brand standards, and leading a high‑performing team of Beauty Advisors.

Responsibilities

• Reflect a credible and professional brand image to all internal and external consumers at all times.
• Maximise sales by providing excellent service and ensuring retail standards.
• Contribute to efficiencies by adhering to store, brand and company procedures and guidelines.
• Understand daily and weekly sales targets.
• Maintain awareness of all additional sales avenues, including eventing, omnichannel and digital channels.
• Keep up to date with competitor activities and identify missed opportunities.
• Utilise social media to protect and enhance the brand image and drive business.
• Deliver the brand strategy and execute an effective local plan.
• Plan and implement local marketing and events initiatives aligned with retailer activity.
• Ensure service excellence by continually improving service levels and fostering a zero‑complaint culture.
• Act as a brand ambassador, ensuring brand values are represented and lived.
• Manage refunds and complaints in line with company guidelines, consulting the area manager where appropriate.
• Use digital tools to keep knowledge up to date.
• Execute a consumer recruitment and retention strategy to build a loyal consumer base.
• Maintain product knowledge to deliver industry‑leading experience.
• Plan for excellent operational standards—product, housekeeping, displays, messaging, and pricing.
• Review retail standards daily and maintain required quality.
• Ensure deliveries, stock movements and associated administration are completed within agreed timeframes.
• Execute all auditable processes and administration in line with company guidelines, taking corrective action when required.
• Fulfill information requests accurately and within deadlines.
• Minimise stock loss by implementing security policies and procedures.
• Create and maintain a safe working environment for consumers.
• Meet health and safety responsibilities, ensuring audit grading of at least ‘Acceptable’.
• Manage daily replenishment and take appropriate action when needed.
• Maximise sales performance using commercial reports before making decisions.
• Plan and deliver visual merchandising layout within guidelines and timeframes.
• Identify stock package issues, take corrective action, and inform the area manager when out of direct control.
• Effectively manage all promotions and discounts in line with company guidelines.
• Identify trends and suggest enhancements to product performance.

Qualifications & Experience

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

Key Attributes

• Passion and energy to provide inspirational, authentic and personalised customer service.
• Approachable and friendly with a ‘can‑do’ attitude.
• Flexible availability across days and hours, supporting work‑life balance.

Benefits

• Progressive career opportunities within a prestige beauty brand.
• Outstanding training and development programmes.
• Competitive remuneration and benefits package.