Estee Lauder Companies - Retail Manager (Estee Lauder, La Mer, Clinique) - Auckland Airport - FT

## Description

Sales and Customer Service

• Work closely with sales manager to develop strategies to achieve retail targets, drive rankings in store and to address shortfalls in the counter’s performance.
• Drive retail sales to ensure all daily, weekly, monthly targets achieved. Track and monitor progress via the daily Business Record.
• Set and allocate individual sales and service targets based on working shift/performance to ensure that the team target is consistently achieved.
• Monitor and report competitor’s sales trend.
• Coach BAs to achieve targets via demonstration, consultation.
• Ensure all customer complaints are handled professionally.
• Prepare and conduct daily counter team meetings to review team goals, results and to elicit feedback.
• Managing general counter management such as display, counter cleanliness, tester, inventory etc.
• Manage stock levels through analysing rate of sale, seasonal change and promotional activity. Feedback to brand or retailer on orders for promotions / peak seasons or out of stocks. Ensure correct stock rotation and replenishment.
• Ensure Daily Business Records completed accurately and legibly and forwarded to the Office/AC within established time frames.
• Ensure Merchandising standards are maintained as directed by the support office.

Team Leadership

• Understanding and ensuring all team member adhere to brand DNA and expectations such as brand culture, grooming guidelines, service standard, product knowledge, selling skills, team goals/strategies and policies & procedures.
• Working with SEE and store team to effectively manage each BA’s working shift, working hours.
• Conduct coaching and feedback to each BA’s on their work behavior or performance.
• Coach team to ensure all tasks should be aligned with the business which comes from brand/company guideline and share equally to all team members.
• Delegate and share responsibilities across team to ensure full understanding of all facets of counter management.
• Encourage team to be aware of business performance and participate in raising new ideas and ways of doing things.
• Attend and actively participate in all training programs motivating team members.
• Help sales manager to source, screen, and co-interview potential BA applicants when required.
• Conduct trainings guided by brand sales and education team for all team members or newly hired Bas when required.

Relationship/Communication

• * Clearly understand and communicate to BAs which comes from the brand or retailers.
• Develop and maintain productive business partnership with retailers to ensure good business relationship and environment.
• Clearly communicate to the team in timely manner if any notice/announcement, marketing plans and promotional information etc.

## Qualifications

Ability Requirements

• Ability to work with flexible roster including evenings and weekends in a fast paced environment.
• Ability to work effectively as part of a team.
• Training attendance & in-store meeting attendance and facilitation.
• Ability to analyze and interpret figures and comments in writing weekly/monthly reports.
• Ability to assess customer and staff needs and make recommendations.
• Training and coaching of new and existing employees.
• Professional demeanour and ability to be flexible and handle change in a positive manner.

Physical Requirements

• Manual handling activities such as packing, unpacking and lifting of stock and materials. Setting up displayer and events in your location.
• Must be able to wear Estee Lauder products.
• Must be physically able to stand on feet during shift hours.

Relevant Indicators

• Excellent customer service skills.
• Previous experience in sales/goal driven environment is desirable.
• Excellent communication skills, leadership, organizational and time management skills.

Personal Attributes

• 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, recognises and meets customers’ needs.
• Skilled at winning people over.
• Handles difficult and tense situations with diplomacy and tact.
• Guides the performance of others while holding them accountable.
• Models team qualities like respect, helpfulness and cooperation.
• Cultivate and maintain extensive informal networks.