Fragrance Brand Lead & Customer Experience Champion in London

The Counter Lead is responsible for supporting their Brand in driving sales turnover and market share through consistently remaining consumer focused. They are accountable for achieving this by reflecting a credible and professional Brand image to all internal and external consumers at all times, maximising sales through selling, providing excellent service and retail standards, and contributing to efficiencies through adhering to store/Brand/Company Procedures and guidelines.

Key Responsibilities:

• Understand daily/weekly targets.
• Ensure personal awareness of all additional sales avenues i.e. eventing, Omni and digital channels.
• Keep up to date with competitor activities and missed opportunities.
• Effectively use social media, leveraging opportunities 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 & events initiatives, aligned to Retailer activity.
• Deliver excellence in execution of service by ensuring measures are in place to continually and visibly improve service levels, creating a zero consumer complaints mindset and a surprise and delight culture.
• Be an Ambassador for the Brand - lead the way to ensure Brand values are represented and brought to life.
• Ensure all refunds and complaints are managed in line with Company guidelines and to a mutually satisfactory conclusion, informing/consulting with the Area Manager where appropriate.
• Use digital tools to ensure knowledge is kept up to date.
• Deliver a consumer recruitment and retention strategy to grow a loyal consumer base.
• Develop up to date knowledge of product in order to ensure we deliver an industry leading experience and the product meets the consumer's needs.

Operations:

• Plan to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
• Review retail standards on a daily basis ensuring they are maintained to the required standard.
• Ensure deliveries, stock movements and associated administration are completed within agreed Company timeframes.
• Ensure that all auditable processes and administration are actioned to Company guidelines and take corrective action in highlighted areas of risk.
• Ensure all information requests are fulfilled accurately, within deadlines set.
• Minimise stock loss by ensuring all Company Security Policies and Procedures are implemented correctly and followed.
• Create and maintain a safe working environment for consumers ensuring that Company and Retailer Policies and Procedures are adhered to.
• Ensure that all health & safety responsibilities and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits.

Commerciality:

• Manage daily replenishment, taking appropriate action where necessary.
• Maximise sales performance by utilising all commercial reports before making commercial decisions.
• Plan and deliver the visual merchandising layout, ensuring it is completed to guidelines and within 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 ensuring they are actioned in line with Company guidelines.
• Identify trends and make suggestions to enhance product performance.

Qualifications:

• Experience in a fast-paced retail and/or consumer facing environment.
• Ability to drive self-development.
• Commercial understanding and awareness of industry.
• Effective communication, organisation and prioritisation skills.