Counter Manager (Full Time) Nordstrom Westfarms 526 - Charlotte Tilbury

OVERALL PURPOSE OF 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.
MAIN DUTIES AND RESPONSIBILITIES:
Sales
Drive financial results in store to meet and exceed plan. Including Key Performance Indicators (KPI’s) – examples;
Average Unit Sales (AUS) and Items Per Transaction (IPT)
Lead by example on personal KPI goals.
Communicate and manage agreed goals with the staff.
Responsible for being specialist amongst the retail artistry brands, demonstrating entrepreneurial spirit within the parameters of the Company guidelines.
Customer Service
Manage customer queries, through the use of sound judgement and achieving positive outcomes
Build partnership with the Account Executive and Area Trainer to ensure continuous training and development of the team to ensure Charlotte Tilbury standards are achieved in both areas of 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 always to promote the Tilbury Touch and exceptional customer service
Create and maintain an atmosphere of open and positive communication, professionalism and creativity always through team meetings and a collaborative management style
Recognize and celebrate great performance
Operations
Ensure that the counter is ‘customer ready’ from open to close of business
Maintain the required inventory levels and accurate stock files
Control store expenses (i.E. 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 and 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 the store standards and policies at all times