Jo Malone London - Morleys Brixton - Counter Manager - 37.5- Maternity Cover

ESTÉE LAUDER Companies; Brixton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global cosmetics company in Brixton seeks a dynamic Counter Manager to lead and develop a team of Sales Associates. The ideal candidate will be responsible for achieving sales targets, delivering exceptional customer service and executing strategic business plans. Applicants must have retail management experience and a passion for customer engagement. This role demands strong leadership and organizational skills in a fast-paced environment.

Qualifications

• Passion for service and storytelling.
• Proven retail management experience.
• Ability to work retail hours in a fast-paced environment.

Responsibilities

• Deliver exceptional customer service.
• Maximise sales performance and productivity.
• Lead the team to achieve sales, customer service and operational KPIs.

Skills

Effective verbal and written communication skills

Customer service skills

Results oriented

High attention to detail

Retail sales experience

Team leadership

Strategic planning

Organizational skills

Tools

Microsoft Excel

Job description

Counter Manager

We are looking for a dynamic and inspirational Counter Manager to lead, coach and develop our team of Sales Associates to achieve all sales, customer service and operational targets.

In this role you will have total accountability for creating and executing an agile business plan to recruit and retain customers through strategic targeting, impactful in‑store events, exceptional customer relationship management and the leadership of a high‑performing team.

Position Summary: At Jo Malone London, bringing the brand’s generosity to life within our boutiques through exceptional customer service is paramount. Reports to: Retail Operations Manager. Direct reports: Assistant Manager, Senior Stylist, Stylists. Division/Department: Sales.

Qualifications

• Effective verbal and written communication skills. Excellent interpersonal skills
• Quality customer service skills. Skilled at winning people over
• Results oriented, with high drive to meet objectives and standards
• Pursue goals beyond what is required or expected of them
• Senses others' development needs and bolsters their abilities
• Anticipates, recognizes, and meets customers' needs
• Handles difficult and tense customer service situations with diplomacy and tact
• Guides the performance of others while holding them accountable
• Cultivate and maintain extensive informal networks
• Models team qualities like respect, helpfulness, and cooperation
• High attention to detail and organisational skills
• The ability to work autonomously and contribute to the team
• Proactive and positive approach to work and tasks
• Confidentiality, tact, and discretion when dealing with people
• Retail sales experience
• Team leadership
• Degree of experience dependent on business / Store size
• Experience in strategic planning and execution
• Ability to develop financial plans and manage resources
• Working knowledge of a computerized system including email, Microsoft Excel

Responsibilities & Tasks

• Deliver exceptional customer service
• Maximise sales performance and productivity
• Team management and coaching
• Communicate effectively within the boutique and with corporate
• Build collaborative relationships with customers, colleagues and media contacts
• Create, organise and execute in‑store events and experiential experiences
• Effectively manage stock, inventory and visual merchandising standards
• Maintain high VM standards and a professional work environment
• Complete administrative tasks to a high standard and in a timely manner
• Use online learning tools and reporting systems confidently
• Engage in all internal platforms and stay aware of competitor activity
• Drive an omni‑channel approach to sales and customer experience
• Lead the team to achieve sales, customer service and operational KPIs

Ideal Candidate

• Warm, kind and friendly with a 'can‑do' attitude
• Passion for service and storytelling while adaptable and versatile
• Gracious, intelligent, smart and groomed, clean and crisp image
• Proven retail management/assistant retail management experience
• Providing inspirational, authentic and personalised customer service
• Previous business planning experience including setting sales and customer service targets, sales analysis and staff scheduling
• Previous retail operations experience including inventory and facilities management and cash reconciliation
• Proven track record of leading a team to achieve sales and customer service targets
• Experience creating and executing in‑store events
• Ability to work retail hours, including days, nights, weekends and special events in a fast‑paced environment

Applicants must be able to provide proof of right to live and work in the country if invited to attend an interview.