Account Manager

GUERLAIN; Colchester; On-site; GBP 18,000 - 24,000; Part time

Job summary

Guerlain Colchester is seeking an Account Manager for our Maison to embody Guerlain's values and deliver exceptional customer service. You will plan and manage sales objectives, develop your team, and ensure the strategy set by Management is implemented with a focus on customer experience on the floor.

The role requires strong leadership and a hands-on approach to coaching, merchandising, and operations, with a commitment to luxury service and achieving KPIs.

Qualifications

• Hard skills: customer orientation, organization, commercial sensitivity, luxury service, Office Pack, business management app.
• Soft skills: leadership, coaching, autonomy, professionalism, confidentiality.

Responsibilities

• Develop a unique customer experience and impeccable service by leading the team.
• Apply Guerlain's sales method and recruit/develop customers.
• Monitor retail KPIs and ensure quality service, disputes and complaints resolution.
• Implement commercial policy, contribute to objectives and P&L.
• Lead recruitment, training and integration of new staff; coach and motivate the team.
• Oversee back-office tasks, merchandising, and stock management.
• Ensure proper merchandising appearance and image of the counter.

Skills

Result & customer orientation

Organization

Commercial sensitivity

Luxury service

Office Pack

Business management app

Leadership

Coaching

Autonomy

Professionalism

Confidentiality

Tools

Office Pack

Business management app

Job description

Position: Account Manager

Location: Fenwick, Colchester

Hours: Part-time (0.8 FTE)

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.

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).
• 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.

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

Profile

Hard skills:

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

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