Account Manager

Guerlain; City of Edinburgh; On-site; GBP 36,000 - 48,000; Full time

Job summary

Guerlain in Edinburgh is seeking an Account Manager to lead the HBeauty store. You will drive sales, elevate the customer experience, and embody Guerlain's values with your team.

Reporting to your Line Manager, you will plan and manage sales objectives, ensure service excellence, and implement strategy across the operation. Key duties include recruiting and developing staff, coaching teams, managing performance, and maintaining visual standards while collaborating with HR and management to meet

Qualifications

• Demonstrated ability to drive sales and customer satisfaction in a retail luxury environment.
• Ability to train and coach teams to deliver exceptional service.
• Knowledge of business processes and KPIs in retail operations.

Responsibilities

• Develop a unique customer experience and exemplary service for teams.
• Apply Guerlain's sales method and policies.
• Recruit, develop and retain customers; lead team performance.
• Monitor and improve retail KPIs (qualitative & quantitative).
• Ensure high-quality service on the shop floor and manage customer relations, disputes, and complaints swiftly.
• Assist in recruitment, training, and integration of staff; set and evaluate objectives.
• Oversee administrative tasks like schedules, payroll, bonuses, and stock management.
• Support visual merchandising and maintain counter image and grooming.

Skills

Result orientation

Strong organizational skills

Commercial sensitivity

Luxury customer service

Office suite proficiency

Tools

Microsoft Office

Job description

Location: Edinburgh

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.

Position: Account Manager

Hours: Full-time (37.5hrs)

Store: HBeauty, St. James Quarter

Job Responsibilities

Main Responsibilities

• 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).
• Analyze 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).

• Supervise maintenance: cleaning, linen, supplies, various suppliers…
• Be responsible for risk management (physical security, cash management, inventories).

Visual Merchandising

• 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

Hard skills:

• 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

Soft skills:

• 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.

Renumeration -Benefits

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