Account Manager - Harrods Knightsbridge

About the House of Creed

The House of Creed is an authentic, luxury perfume house dedicated to the creation of highly original artisan fragrances made from the finest perfume ingredients the world has to offer.

About the role

We are seeking for an Account Manager for our Creed counter in Harrods Knightsbridge, with a passion for luxury, the drive to make a difference and the desire to shape the future of our business. This is a full-time role 5 days, 37.5 hours per week.

Purpose of the role

This role supports the Business Manager in the achievement of objectives set by the Company. The Account Manager plays a pivotal role in upholding the brand’s prestige and delivering an unparalleled customer experience. The role drives success in KPIs for the account through management, motivation, coaching and development of the team. The Account Manager will support the Business Manager in all aspects of running the business and will efficiently take control of the business in the Business Manager's absence.

Line of Reporting

This role reports into the Business Manager with the Luxury Brand Ambassadors reporting into the Account Manager.

Key responsibilities

• Support the Business Manager in creating a luxurious customer experience which exceeds customary standards and service levels making sure that the customer service experience is being constantly delivered.
• Lead, coach and inspire the team to ensure they embrace their roles with the same level of dedication, commitment, and passion to provide high levels of service to our customers to required standards using the tools and training provided to facilitate them.
• Liaise with our Retail Training Team to ensure all the team participate in the relevant training courses to provide a consistent customer service aligned to global guidelines.
• Achieve sales and KPI targets as directed by the Business Manager, sharing with the team in a motivational and achievable manner.
• Communicate a clear brand experience and liaise with all support functions within the business.
• Maintain excellent standards in all areas of operational activity and drive sales and profitability through the performance and development of the team, whilst managing budgets in conjunction with the Head of Retail.
• Demonstrate strong clienteling skills - build a loyal customer network, plan and attend client networking events in and outside the store.
• Develop a strong sales plan, set financial targets and KPIs for the team with the Business Manager.
• Review performance data with the Business Manager that includes financial, sales, and activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
• Work directly with the team to ensure sales targets are met.
• Support the Business Manager in managing stock levels in line with sales forecasts and budgets.
• Support the Business Manager in monitoring stock shrinkage and taking pro-active steps to reduce shrinkage wherever possible.
• Maintain awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what relevant competitors are doing and discuss with the Business Manager ways to build the business.
• Collaborate with the Business Manager to conduct probationary reviews, employee appraisals and general performance feedback sessions.
• Develop the team to provide business continuity and people development; manage daily team related people matters, absence, sickness, holidays, rotas and lead by example at all times.
• Ensure the team are educated in how to use the on-counter technology to further support the business.
• Motivate and supervise the team through a positive leadership style to build a harmonious working environment with regular updates on all aspects of their role and business performance.
• Manage situations that require attention, ie. personal grooming, punctuality, poor attendance, weak sales performance.

Skills/Experience Required

• Previous retail sales management experience ideally in a luxury environment.
• Ability to demonstrate a successful track record in leading and managing a team.
• High levels of attention to detail.
• Experience of dealing with clients/customers.
• Ability to demonstrate a creative flair and problem-solving skills.
• Excellent communication skills both written and verbal.
• Proficient to use MS Office programs: Word, Excel, Outlook, PowerPoint.

Key Personal Qualities

• Highly organised team player, able to communicate with colleagues at all levels of the business.
• Eager to learn and share their knowledge.
• Able to demonstrate a pro-active attitude and flexible approach.
• Excellent time management, organisation, and prioritising skills.
• To empower a team to achieve goals and targets.
• Ability to work effectively to meet deadlines.

Benefits

• 32 days paid annual leave (pro rata for part time employees).
• Monthly competitive commission structure.
• Extra day off for your birthday.
• Product allocation with discounted rate.
• Clothing allowance.
• Contribution into company pension.
• Career progression & Training.
• Length of service rewards.