Job Req ID:  23068
Date:  20-Jun-2022

London, LND, GB

Functional area:  Retail
Contract type:  1 | Permanent job
Business area: 




Retail Counter Manager, Selfridges, London (37.5hrs - 5 days)

Job Description


Job Title:



Counter Manager, Selfridges London


Reporting to:



Retail Manager, Selfridges





Selfridges Department Store, London.





The Selfridges Counter Manager is accountable for the day-to-day operational activities of the [Make-up / Fragrance Team]. This will involve the effective leadership and management of a team of [Brand Ambassadors / Loubi Ambassadors] and a stock Controller. At the teams are based within the London Selfridges Department Store.

The core focus of the business will be driven by [CLB Beauty or Puig Fragrance] and therefore the Counter Manager must have demonstratable knowledge and experience of working within the [beauty / Fragrance industry].   


The Counter Manager profile has motivational and inspiration leaderships qualities at its core and these qualities will be leveraged to focus the sales team to deliver a premium service for our Customers and this will help to deliver the sales targets. The ongoing growth of the counter will be achieved through development of the team, in areas of selling skills protocols, use of social media platforms and developing clientelling skills.

Adherence to company standards and procedures will be at the forefront of operating the Counter on a daily basis, however this can not be achieved alone and will require strong leadership, through the delegation of tasks and responsibilities to the team members and by creating a culture of compliance.


The Counter Manager must be passionate about development of their own skills and those of the individual team member. They will actively support Corporate and brand development initiatives as well as identifying opportunities within the team to develop behavioural and technical key skills. The Counter Manager is responsible for the team to delivering outstanding customer service, growing individual and vendor line sales.


It is important for the success of the counter to work closely with Selfridges Retail Manager as well as  the Department Managers and Floor Managers, including all service areas of the Department store and not limited to Security, Warehouse and delivery teams and therefore it is a key requirement for the Counter Manager to maintain effective working relationship with Selfridges Management teams at all times.


The Counter Manager has autonomy within the scope of the Counter Operation to develop the business and seek new opportunities for growing brand awareness, thereby achieving the goals and delivering KPI’s. 


Key competencies for delivering success



  •  An inspirational and motivational leader, who creates a positive culture of success and achievement.
  • Leads by example and is a role model how to deliver a premium customer service. 
  • Agile in their approach to working and can adapt quickly to changes in direction and strategy.  
  • Creates strong relationships with key business partners and stakeholders, both in store and with the Head Office / Field teams.
  • Leads the team by example, with best practice product knowledge and expertise.
  • Ensure the team is consistently following the brand selling protocols, by evaluating performance, sharing feedback and taking action to highlight success and address any areas of concern. 
  • Attends department and brand meetings and chair regular team meetings to update the team with business performance, new initiatives and other relevant topics. 


Execution - Service Standards and Education 

  • Challenges the team to model Puig selling protocols every day, thus encouraging consistency and brand loyalty.
  • Challenges the team to deliver and achieve the Mystery Shopping targets in line with the KPI standards, as set by the Education Team and Regional Retail Sales Manager
  • Responsible for monitoring and achieving the overall counter sales targets.
  • Records the counter sales information and completes the store and Company reports on a weekly basis. The reports must always be accurate and submitted on time.
  • Accountable for the accurate management of stock and inventory checks.
  • Works with the Retail Manager to achieve monthly and annual P&L costs within budget.
  • Has an operational mindset and regularly consults with the Retail Manager to identify budget savings.
  • Supports the Retail Manager to ensure the team scheduling is in line with the needs of the Business, especially during peak sales times and seasonal trading times.
  • Ensures the agency cover for the counter, is at the right level of cover within the budget available.
  • Collaborates with the Education Team to implement and follow up with training actions, including in store coaching sessions in line with the corporate strategy.
  • Manages all customer complaints discretely and effectively.


Innovation - Retail Excellence and Visual Merchandising 

  • Has good commercial awareness, local knowledge and understands the marketplace that we operate in.
  • Uses their industry knowledge, social media and other media platforms to understand the current trends and leverages these tools for awareness of how the market is developing and changing.
  • Pro-Actively seeks opportunities to promote in-store events maximising sales opportunities.
  • Acts as a Business Developer by growing the client base.
  • Ensuring that Visual Merchandising (VM) is always displayed effectively and in line with Company guidelines. Changes and updates must be implemented on time and with compliance of the VM Guidance.  


Requirements for the role


Relational - Experience

  • As a relationship builder, the Counter Manager will develop strategic partnerships with key stakeholders.
  • The Counter Manager is the role model for demonstrating professional working relationships within the team. Showing and giving respect forms the foundation of the team relationships and facilitates the development of a highly performing team culture.
  • A minimum of two / three years of Management experience, at lease Supervisory level, within the luxury or beauty industry is highly desirable and ideally, within Fragrance, Beauty, Fashion, Luxury Goods or the FMCG sector.



Fluent written and spoken English required.   

Other languages desirable.  



Various educational backgrounds considered  


Specific knowledge required  


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

  • Microsoft Office (preferably the latest versions)
  • Outlook 
  • Ability to use and develop Excel reporting documents.  
  • 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 


Industry Knowledge  

  • Has a genuine passion and understanding for the [Fragrance and Make Up industry].  
  • Actively follows sector brands and influencers on social media.   
  • Monitors what is happening within the industry and keeps up to date with the latest trends.



Puig 2021. This information is privileged, confidential and contains private information. Any reading, retention, distribution or copying of this communication by any person other than its intended recipient is prohibited.

Job Segment: Social Media, Marketing