Business Manager, Harrods, F/T (37.5hrs - 5days)

We are inspired by the values expressed in the Puig motto: Passion, People, Performance. 

Job Description

Overview:

The Business Manager is responsible for providing outstanding customer service, building

individual and vendor line sales volumes and establishing and maintaining customer relationships.

The Business Manager will work effectively with other team members and establish new accounts,

while demonstrating consistent adherence to company standards and procedures.

Additionally, the Business Manager will focus on in-house training programs, pre-booked make

up consultation events, and maintaining a properly merchandised counter while proficiently closing the

retail sale. They are also responsible for driving their own business and creating their own success.

Responsibilities / Key Tasks:

TEAM PERFORMANCE MANAGEMENT

• Establish and build a strong working relationship with the Head Office stakeholders
• Ability to Manager multiple locations and teams
• Effective planning of rotas for multiple teams
• Effective prioritising of their daily tasks
• Has an agile working ethic and can adjust their working time to focus on the area of the business that needs their focus
• Responsible for the overall Management of stock levels and accurate Inventory checks
• Works closely with the ARM, RRM and Store Teams, to ensure the correct levels of stock, in particular key selling lines and lines on promotion are available.
• To communicate the corporate strategy and goals to the team
• To set up and follow individual and collective objectives on a weekly and monthly basis
• To ensure the development of Loubi Ambassadors through regular coaching and leading by

example

• To appraise staff performance during the probation period, annual and quarterly reviews
• To recruit high calibre team members, manage their store induction and performance

effectively

• To ensure that all team members are professional and complying with Company guidelines
• To manage employee issues according to company processes and legal requirements

TRAINING AND SERVICE STANDARDS

• To ensure that a luxury level of service is delivered to customers and develop customer

loyalty

• To lead the team by example with best practice product knowledge expertise, selling

techniques and encouraging repeat business

• To handle customer complaints discretely and effectively
• To work with Retail Manager UK and Ireland to implement the eventing calendar
• To ensure that the team are consistently following the CLB selling ceremony and give

feedback and take action to highlight successes and address areas of concern

• To follow up with training actions/ in-store coaching as per guidance from the Training team and line manager.

RETAIL EXCELLENCE

• To maintain the correct stock levels and POS standards on counter
• To ensure that merchandising is displayed effectively and in line with Company guidelines
• Exemplify all Christian Louboutin Beauty Principles (Greet, Relate, Exceed, Attend and

Thank)

• Ensure the team maintain a consistent “white glove” level of customer service
• Build our CRM database
• Ensure Mystery Shopping scores are excellent (KPI given) and improving

SALES AND BUSINESS MANAGEMENT

• To achieve or exceed door sales targets and corporate objectives
• To collate all sales information, analyse results and submit report to line manager by deadlines given
• To be aware of competitor activity, communicate this to the team and take necessary steps to

develop counter activity

• To pro-actively seek opportunities and promote in-store events to maximise sales
• To build strong relationships with store management and to adhere to store policies and

procedures

• To ensure efficient communication with and reporting to the Puig management and head office

teams

• To manage all counter administration and reporting, including setting rotas and managing

counter cover in line with business demand, including temporary staffing

REQUIREMENTS FOR THE ROLE

Ideal candidate

• Prior retail sales experience in a luxury environment preferred
• Previous experience in cosmetic/fragrance industry desired
• White glove service required
• Highly collaborative; working with and through others in a team-oriented environment
• Passionate about luxury industry and cosmetics

Language

• Fluent written and spoken English skills required.
• Other languages desirable.

Education

• Various educational backgrounds considered.

Specific knowledge required

Working Knowledge of IT tools and store systems, (not limited to);

• Outlook
• Excel & numerical skills
• G-Suite
• Workplace
• Work Chat
• knowledge of various Store group Apps, e.g. workforce planning tools.
• Working knowledge of Store group till systems is an advantage but not a requirement.

Social Media, excellent working knowledge and use of; (not limited to)

• Instagram
• Facebook
• Tik Tok
• Twitter
• Pinterest

Industry Knowledge

• Has genuine passion and understanding of the Fragrance and Make Up industry.
• Actively follows brands, trends and influencers on social media.
• Wants to know what is happening in the industry and keeps up to date with the latest news.