Account Manager

LVMH; City of Edinburgh; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Brand discounts

Competitive salary package

Job summary

Guerlain in Edinburgh seeks an Account Manager to embody Guerlain values and drive sales excellence while delivering exceptional customer service. You will plan and manage objectives, develop your team, and place customer experience at the heart of every action.

Reporting to your Line Manager, you will implement strategy, monitor KPIs, recruit and coach staff, and ensure flawless back-office operations to sustain Guerlain’s luxury brand standards.

Qualifications

• Demonstrated customer service excellence.
• Strong interpersonal communication with teams and customers.
• Ability to coach, lead, and develop staff.
• Excellent organizational and scheduling capabilities.

Responsibilities

• Develop a unique customer experience and impeccable service by setting an example for your teams.
• Apply Guerlain's sales method to drive customer satisfaction and loyalty.
• Recruit, develop and retain customers across the store network.
• Monitor retail KPIs and ensure rapid resolution of disputes and complaints.

Skills

Customer service excellence

Interpersonal skills

Leadership / coaching

Organizational skills

Sales mindset

Tools

Office Suite

Business management software

Job description

As an Account Manager for our Maison, you embody and transmit Guerlain's values to your customers and employees. Reporting to your Line Manager, you will plan and manage the achievement of sales objectives, the excellence of our customer service and ensure the implementation of the strategy set by the Management. You ensure the management and development of your employees and put the customer relationship and experience at the heart of all your actions.

Job responsibilities

Main Responsibilities

Sales and Customer Service

• Develop a unique customer experience and impeccable service by being an example for your teams.
• Apply and enforce the Guerlain unique sales method.
• Ensure the recruitment, development, and retention of customers.
• Monitor and manage all retail performance KPI's (qualitative & quantitative)
• To guarantee the quality of service on the floor, customer relationship management, disputes, and complaints, with speed and efficiency.

Business Monitoring

• Implementing Guerlain's commercial policy and ensuring that the objectives set are met:
• Being a stakeholder in the construction and achievement of objectives and P&L (respect of budgets and commitments).
• Analyse and share KPI's of the business, manage reporting.
• Be a driving force in the development of action plans, challenges, and partnerships according to priorities, results, and activity.

Management

• Participate in the recruitment, training, and integration of your new employees in accordance with Guerlain's values.
• Ensure a climate of trust in the team through close monitoring and management: briefings and team meetings by instilling positive energy and creating well-being.
• Define individual/team objectives, evaluate performance, identify training needs (challenge comfort zones, be demanding).
• Accompany your teams through coaching and training, while ensuring the continuous development of their individual and collective skills (federating, motivating, celebrating victories).
• Ensure the application and respect of procedures and operating rules within the point of sale (cash desk, point of sale management, merchandising, stock, etc.).
• Manage disciplinary measures in collaboration with HR.

Back office & Operations

• Supervise the administrative management of the team (schedules, payroll, bonuses, training, interim, lunching vouchers, uniforms, etc).
• Be responsible for risk management (physical security, cash management, inventories).
• Ensuring that the image of the Counter is respected (merchandising, cleanliness, organization and grooming of the team)
• Participate in the implementation of merchandising with the support teams.

Profile

Profile

You have an innate sense of customer service and excellent interpersonal skills and have a taste for challenges and sales.

• Result and customer orientation
• Strong organizational capacity
• Commercial Sensitivity
• Sense of service in a luxury environment
• Master the use of Office Pack (Word, Excel, PowerPoint)
• Knowledge of a business management application
• Ability to coach and lead a team (leadership)
• Managerial courage
• Dynamic and empathetic
• Autonomous, power of proposal
• Exemplary (application of procedures, field presence, attitude, presentation, elocution)
• Respect of confidentiality

Additional information

Welcome to a world of exploration!

For 190 years, Guerlain has been exploring, Guerlain innovates, Guerlain sublime. In Perfume, Skincare and Make-up. Teams are driven by creativity, audacity, and a culture of "why not". Explorers by Nature, who preserve, develop, and transmit our unique heritage. Rich talents in terms of diversity and committed to reconciling luxury and sustainable development, in the name of the beauty of our customers, our products and the planet.

We value diversity of thought and people. You’ll have the opportunity to learn new skills through our unique training and development programmes, as well as receiving a competitive salary package and excellent benefits, including amasing productivity recognition incentives and brand discounts

It all began with Pierre-François-Pascal Guerlain. A perfumer, chemist, inventor and researcher, the House’s founder settledup his first boutique in the heart of Paris, at 42, rue de Rivoli. The address quickly became an essential destination for dandies and elegant women. The House’s reputation at the courts of Europe peaked when in 1853, for the marriage of Napoleon III and Empress Eugénie, Pierre-François-Pascal created his Eau de Cologne Impériale, which he gave to the young bride as a wedding present.
Since then, five successive generations of Guerlain perfumers have held the House’s creative reins. Today, Thierry Wasser is the heir to an olfactory legacy of some 1100 fragrances and the intrepid leader of future projects, exploring the world in search of the most exclusive raw materials.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.
Join us at LVMH, where your talent is at the heart of our collective successes.