Position Summary:
This is a job for the beauty obsessed and socially savvy. You will work across multiple categories and brands, supporting the Multi-Brand teams to showcase products and seasonal trends across Estée Lauder Companies diverse portfolio of brands. As a Multi-Brand Assistant Business Manager, you will be responsible for supporting the Multi-Brand Business Manager to drive the business and achieve KPI’s. You will do this by creating and executing events to recruit and reward new consumers. You will also have specific responsibilities to leverage social media to create, advertise and execute Multi-Branded events both in-store and online.
Your role will require you to assist the Multi-Brand Business Manager in leading and inspiring the team to deliver engaging customer service. You will hold presence on the shop floor, demonstrating exceptional high-touch service, coaching and inspiring team to do the same, with an engaging and supportive approach. However, you will not be afraid to address any matters of concern that may arise. You will be able to balance managing the needs of the business, with inspiring, developing, and managing the team, whilst also driving and owning the eventing and social media agenda for the door.
Sales and Service
- Review and communicate Multi-Brand targets, ensuring the cascade to all team members in the absence of the Business Manager
- Provide welcoming, personal, professional service to all consumers at all times
- Support the ELC Multi-Brand Manager in ensuring the Multi-Brand sales goals and KPI’s are delivered
- Meet your individual responsibility for your appropriate contribution to the team’s goals (KPI’s) in terms of service and sales
- Fully embed the Multi-Brand consumer journey and ensure the team execute effectively
- Understand Brand nuances to deliver each Brand Services (either full service or hero service) and sales expectations
- Help and support team members in understanding all additional sales avenues i.e. eventing, Omni and digital channels, etc.
- Act as a role model for the team in all aspects of sales and service, creating a zero consumer complaints mind-set and a surprise and delight culture
- Provide coaching and feedback to the team on consumer service, sales techniques and product knowledge to improve performance
- Ensure consumers are informed of relevant/available services offered at the counter and deliver a high touch service protocol
- Be responsible for ensuring booking services through appointment booking app by all Multi-Brand teams
- Support monthly events; planning events with Multi-Brand Business Manager and executing event driving awareness, retail sales and recruiting new consumers
- Keep up to date with competitor activity
- Ensure all refunds and complaints are handled in line with Company guidelines and to a mutually satisfactory conclusion, informing/consulting with the Multi-Brand Business Manager where appropriate
- Capture consumer data (CRM) through Tiberius, following GDPR guidelines
- Be social savvy, creative and engaging with consumers on counter and on social
- Be responsible for leveraging social media across all Brands with particular focus on Hero products, services and events
- Encourage the teams use of social media to leverage opportunities to drive the business, protect and enhance each Brands’ image
Events and Social Planning
- Set-up and create regular inspiring content for the Multi-Brand social accounts for the door, with particular focus on Hero products, Newness, services and in-store events
- Plan and implements key Multi-Brand social activity to support the achievement of targets aligned to the Multi-Brand calendar of events and retailer campaigns
- Take ownership for manging and delivering monthly instore & social events to drive retail sales and recruit new consumers
- Be social savvy, creative and engaging with consumers both on counter and on social
- Be recognised as an inspiring lead influencer for Multi-Brand across all ELC brands by the consumer and team
- Encourage the teams use of social media to leverage opportunities to drive the business
- Build a local community and following, connecting consumers to brands and activity in store
- Be agile and reactive to trends turning on “in the moment” events and social content
Team Management
- Develop good working relationships with colleagues
- Support the induction, retention and development of a high calibre Multi-Brand team, in line with company processes
- Support the team in the awareness of company standards, Policies and Procedures that relate to their role
- Constantly develop teams’ skills sets, and work to create a diverse and inclusive team environment
- Help and support the team to achieve and maintain the required standard of conduct and job performance, escalating any concerns to the ELC Multi-Brand Business Manager
- Escalate any skills gaps and training needs of team, supporting the appropriate development
- Lead in store theme days, events and new product launches
- Provide feedback to the management team on any up and coming trends or particular frequent consumer requests
Operational Excellence
- Develop strong working relationships with Retailer Store Management to enable the Multi-Brand vision, gain operational support, and give/receive feedback in the absence of the Multi-Brand Business Manager
- Assist the ELC Multi-Brand Business Manager to collate & analyse figures, sharing results with the team and providing feedback to the Multi-Brand Area Sales and Education Manager
- Planning events in store and on social to support target achievement and other business strategies
- Manage stock control and maintain communication with all management (ELC and store)
- Follow each brand VM guidelines at all times, leading the team by high example
- Support the Multi-Brand Business Manager to manage team rotas/holiday requests & submitting T&A by all deadlines
- Help and support the team to consistently deliver excellent retail standards (product, housekeeping, displays, messaging, pricing)
- Maintain testers and hygiene stocks and communicate any low stocks and particularly out-of-stocks for saleable lines
- Replace any broken or damaged products managing all RGA’s with appropriate authorisation
- Maintain counters; ensure they are correctly merchandised and fully stocked
- Ensure correct storage in all stock holding areas to prevent damage to & loss of products
- Minimise stock loss by supporting the team to comply with all company Security Policies and Procedures
- Support the team in working effectively in line with all Company and Retailer Health and Safety Policies and Procedures
- Ensure personal awareness Health & Safety responsibilities in all areas of operational activity and advise the team of their responsibilities
Commerciality
- Maximise sales performance by utilising all commercial reports available before making commercial decisions
- Keep up to date with competitor activity, industry knowledge and missed opportunities
- Ensure daily replenishment is managed effectively, taking appropriate action where necessary
- Effectively plan for and ensure promotions and discounts are actioned in line with Company guidelines
- Respond to business trends and external factors to recommend changes needed to capitalize on opportunities to maximize sales
Essential Person Specification
- Passionate about creating meaningful relationships and providing amazing customer experience with a desire to make an impact
- Digitally savvy
- Confident social content creator with an influencer mind-set (inspiring an audience through blogs, vlogs and digital channels)
- Comfortable hosting/supporting events, on counter and on a social platform
- Entrepreneurial & creative spirit
- Creative and ideas driven
- Target driven
- Empathetic and able to connect instantly with people and create an inclusive environment
- Leadership/management experience
- A good coach – in the moment feedback and encouragement, confident to give developmental feedback
- Collaborative
- Inspiring, proactive, engaging, and approachable
- Passionate about beauty, events, social media and keeps up to date with the industry
- Previous experience in beauty desirable, but not essential
Job: Retail - Store
Primary Location: GB-ENG-London
Job Type: Standard
Schedule: Full-time
Shift: Variable
Job Number: 233040
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.