Counter Manager "The Ordinary" Selfridges Birmingham

DECIEM | THE ABNORMAL BEAUTY COMPANY; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading beauty brand in Birmingham is seeking a Counter Manager to lead its team at Selfridges. The ideal candidate will have a minimum of 2-3 years of management experience in the beauty or luxury goods sector, and a genuine passion for skincare. Responsibilities include driving sales performance and providing exceptional customer service. This full-time role comes with generous holidays and product discounts.

Benefits

Generous holidays allowance

Unlimited access to Employee Assistance Program

Development Grants & LinkedIn Learning membership

Generous discount on DECIEM products

Qualifications

• Minimum of 2-3 years management experience in Beauty, Fashion, or Luxury Goods sectors.
• Excellent written and verbal communication skills.
• Ability to multi-task and manage conflicting priorities.

Responsibilities

• Lead and supervise all store staff for effective employee relations.
• Drive business KPIs and sales performance through strategic planning.
• Maintain inventory accuracy, overseeing stock levels.

Skills

Customer service orientation

Leadership experience

Time management skills

Proficiency in MS Office

Problem-solving mindset

Education

High school diploma or equivalent

Job description

Counter Manager "The Ordinary" Selfridges Birmingham

DECIEM is the parent company of The Ordinary, NIOD and other beauty brands. It is an industry disruptor with a science‑first approach to innovation. DECIEM was co‑founded in 2013 by the late Brandon Truaxe and co‑founder Nicola Kilner. We are growing rapidly and are looking for someone who shares this vision and wants to grow with us.

WHAT WE'RE LOOKING FOR

We are looking for a Counter Manager with a minimum of 2–3 years of management experience in the Fragrance, Beauty, Fashion, or Luxury Goods sectors, to join our lovely DECIEM counter at Selfridges Birmingham.

As a Counter Manager, you’ll be at the heart of our brand, delivering the highest standards of customer service, bringing the DECIEM experience to life and creating a positive, collaborative and inspiring environment for both your team and every customer who walks through the door.

WHAT YOU'RE BEING DOING IN THIS ROLE

• Lead and supervise all store staff, ensuring effective employee relations, performance management and smooth execution of all operational functions including sales, merchandising and customer service.
• Recruit, develop and motivate a high‑performing team by providing ongoing training, mentorship and motivation to foster a collaborative, customer‑focused, results‑driven work environment.
• Drive business KPIs and sales performance through strategic planning and execution, ensuring alignment with company goals and consistently exceeding performance metrics and profitability targets.
• Manage scheduling and counter coverage, ensuring appropriate zone assignments and full staffing levels to maintain operational efficiency and optimal customer experience.
• Control operational expenses, monitor daily financial processes (e.g., petty cash, POS systems, banking procedures) and report key issues to the Area Sales Manager as needed.
• Ensure full compliance with company policies in all daily activities, from health and safety standards to operational protocols, including accurate timesheet adjustments in the Nova Time system.
• Deliver ongoing coaching and feedback, promoting continuous development of staff performance and customer service excellence.
• Maintain inventory accuracy, overseeing stock levels and managing weekly orders to ensure counter supplies meet business needs.
• Provide exceptional customer service, warmly welcoming clients, offering expert product knowledge across DECIEM brands and managing in‑person feedback or complaints professionally.
• Uphold visual merchandising standards, ensuring displays, cleanliness, testers, and layout reflect DECIEM’s branding and marketing campaigns, and support local events and initiatives to drive store traffic.

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• Genuine passion for beauty and skincare, paired with strong customer service orientation and enthusiasm for educating others about products.
• Proficient in MS Office, especially Excel and PowerPoint, with keen attention to detail, excellent written and verbal communication skills and a proactive problem‑solving mindset.
• Exceptional organisational and time management skills, with the proven ability to multi‑task, manage conflicting priorities and perform well under pressure.
• Demonstrated leadership experience, including at least 2 years in a people management or supervisory role, with the ability to coach, mentor and motivate a team to success.
• Educational background or equivalent experience in retail, customer service or a related field, with a minimum of a high school diploma and additional certifications or relevant work experience considered an asset.

WHAT YOU'LL BE GAINING BY JOINING OUR TEAM

• Generous holidays allowance
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• First dibs on new products.
• A generous discount on DECIEM products for you, your family and your friends.

BUILDING GROWTH TO POWER GOOD

• Do the right thing
• Create impact
• Respect small things
• Care too much
• Be the future

DECIEM IS AN EQUAL OPPORTUNITY EMPLOYER

We prohibit discrimination based on age, color, disability, national origin, race, religion, sex, gender, sexual orientation and any other legally protected class in accordance with applicable federal, provincial and local laws. We are committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

WANT TO JOIN US?

Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. Only shortlisted candidates will be contacted.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Sales and Business Development