Counter Manager

About the role

The Counter Manager is responsible for the effective and efficient operations of the Charlotte Tilbury brand. Always demonstrating the 5 P's — Professional, Proactive, Passionate, Prescriptive and Potential. An ambassador for the Charlotte Tilbury brand, the Counter Manager will reflect the brand values and customer base. Responsible for achieving optimal financial results by maximizing top line sales potential and ensuring superior service to our customers. The Counter Manager is also responsible for anticipating needs while executing with excellence the sales, events, merchandising, operations, training and employee development, among other tasks in this position.

Sales

• Drive financial results in store to meet and exceed plan, including Key Performance Indicators (KPIs) such as Average Unit Sales (AUS) and Items Per Transaction (IPT)
• Lead by example on personal KPI goals
• Communicate and manage agreed goals with the staff
• Act as a specialist amongst retail artistry brands, demonstrating entrepreneurial spirit within Company guidelines

Customer Service

• Manage customer queries through sound judgement to achieve positive outcomes
• Build partnership with the Account Executive and Area Trainer to ensure continuous training and development of the team, maintaining Charlotte Tilbury standards in service and artistry
• Take every opportunity to extend exceptional customer service beyond the in-store experience

Team Management

• Proactively anticipate staffing needs, including sourcing and selecting talent to deliver business objectives, inclusive of a bench for freelance and permanent staff
• Determine individual and team sales targets to meet and exceed plan
• Analyze business performance and proactively plan strategy within day-to-day business and events
• Consistently promote the Tilbury Touch to the team and customers
• Lead by example to promote the Tilbury Touch and exceptional customer service
• Create and maintain an atmosphere of open and positive communication, professionalism and creativity through team meetings and a collaborative management style
• Recognize and celebrate great performance

Operations

• Ensure the counter is “customer ready” from open to close of business
• Maintain required inventory levels and accurate stock files
• Control store expenses (e.g., counter consumables) within budget guidelines
• Implement visual merchandising, new launch displays and collateral placement as directed by the marketing team
• Maintain technology on counter
• Raise operational issues for resolution in a timely manner

Store and Retail Partner Relationships

• Establish and develop a cooperative, mutually respectful relationship with the store retail operations team
• Proactively suggest win-win opportunities to drive sales within store
• Schedule team to optimize coverage according to customer flow
• Maintain excellent counter hygiene standards
• Maintain store standards and policies at all times