Counter Manager - 'The Ordinary' - Sephora, Birmingham (1-Year Contract)

DECIEM | THE ABNORMAL BEAUTY COMPANY; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Vacation days

Employee assistance program

Product discounts

Early product access

Job summary

DECIEM | THE ABNORMAL BEAUTY COMPANY is seeking a full-time Counter Manager for its Birmingham Sephora counter. You will lead a small team, deliver top-tier customer service, and drive sales with a focus on brand standards and experiential shopping.

The role requires 2–3 years of management experience within beauty or luxury sectors, with a passion for skincare and high performance standards. This is a 1-year fixed-term contract starting October 19th, based in Birmingham.

Qualifications

• Leadership experience, including managing a team for 2+ years.
• Experience in retail, beauty, fragrances, or luxury goods preferred.
• Minimum high school diploma; additional certifications seen as asset.

Responsibilities

• Lead and supervise store staff, manage performance and operations.
• Recruit, train, and mentor a high-performing team.
• Drive KPIs and sales through planning and execution.
• Manage scheduling, staffing, and counter coverage.
• Monitor expenses, cash handling, and reporting to Area Sales Manager.
• Ensure compliance with policies, health & safety, and timesheet processes.
• Provide coaching to develop staff and customer service excellence.
• Oversee inventory, stock levels, and weekly orders.
• Deliver exceptional customer service and product knowledge across DECIEM brands.
• Maintain displays and merchandising aligned with branding.

Skills

People management

Leadership

Retail operations

Customer service

Staff training

Visual merchandising

Education

High school diploma

Tools

MS Office

Excel

PowerPoint

Job description

WHAT ON EARTH IS DECIEM?

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE'RE LOOKING FOR

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

As a Counter Manager, you’ll be at the heart of our brand, delivering the highest standards of customer service by 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.

This is a 1-year fixed term contract, starting from October 19th. <3

STRONG ASSETS

Beauty - Skincare background<3

WHAT YOU'D BE 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.
• Lead, recruit, and develop a high-performing team by providing ongoing training, mentorship, and motivation to foster a collaborative, customer-focused, and 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 organizational 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 Vacation Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• First dibs on new products.
• A generous discount on DECIEM products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

• Defy Convention.
• Make it real.
• Play in the grey.
• Build Bridges.
• Be the rabbit.

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter,

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, 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 also 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.