Job Req ID:  20965
Date:  12-May-2022

London, LND, GB

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




Retail Manager, Selfridges London W1

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


Job Description 


Job Title: 

Retail Manager: Selfridges


Reporting to: 

Area Retail Manager, Flagships and Make Up



Selfridges Department Store, London, W1 





The Selfridges Retail Manager is responsible for Managing three individual counters and teams that represent brands within CLB Fragrance and Make-up, DVN Fragrance and Make Up and Puig Fragrance. The role will focus on the leadership and support of three Counter Managers and the teams they lead. The Counters are sited within the Selfridges Department store, however due to being located in different areas of the store, this means the Retail Manager will be operating across different locations and with three separate product types. The core business will be driven across all three brands and therefore the Retail Manager must have experience working across different sectors of the beauty and fragrance industry, as well as previous experience of managing large teams across multiple locations. The Selfridges Retail Manager is responsible for the delivery of the KPI’s, sales achievements and service standards.


As the ‘face of the Company’ and the Ambassador for Puig Fragrance and Beauty brands, the Retail Manager must have previous experience of working with Senior Leaders within the business. They will regularly be hosting store visits and attending meetings with the UK Senior Leadership team as well as Puig Global Teams. The Selfridges Counters will be recognised as a Centre of Excellence and a location where colleagues learn how to deliver best in class service excellence standards. Selfridges is one of our global key locations, where we trial pilot programs and the Retail Manager should be confident to lead these trials and share constructive, developmental feedback with the owners of these pilot programs, this will ensure a successful roll out when launched globally.


Additionally, the Retail Manager will be passionate about team and individual team member development. They will actively support Corporate and brand growth initiatives as well as identifying opportunities within the team to deliver outstanding customer experience, building individual and vendor line sales, including establishing and maintaining customer relationships. They will lead, develop and deliver a project from inception to launch, working closely with the global brand teams and project owners.


Key competencies for delivering success




  • The Retail Manager position is a multi-site leadership role, that requires an agile and flexible work ethic, with a positive mindset and a determination to achieve success.
  • Is 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 luxury customer service. 
  • Responsible for the people management of their teams, including all employee relations activity and the end to end cycle of employment.
  • Identifies development opportunities with individuals and the team and uses coaching techniques for ‘in the moment’ coaching opportunities as well as planned development interventions.  
  • Attends all department and brand meetings and chairs regular team meetings to update the teams on business performance, new initiatives and other relevant topics. 
  • Build and establish strong collaborative working relationships with stakeholders, Head Office and Global Teams.


Innovation: Retail Excellence and Visual Merchandising


  • The Retail Manager is positioned at the UK Centre of Excellence in Selfridges and is the key point of contact supporting the global launch of new products and trials.
  • Commercially astute with the ability to make informed decisions, supported by market knowledge and a strong understanding of the marketplace that we operate in.
  • Leverages their industry knowledge and uses social media and other media platforms to showcase new product launches and grow brand awareness.
  • Works in collaboration with Head Office Teams, the Area Retail Manager and the Counter Managers to successfully implement the animation plans.
  • Works closely with the Education Team to implement and follow up with development actions and in store coaching sessions as per guidance from HQ.
  • Acts as a Business Developer and grows the client base by pro-actively seeking opportunities to promote in-store events, maximising sales opportunities.
  • Responsible for ensuring visual merchandising standards are always displayed effectively and in line with Company guidelines. Changes and updates must always be implemented on time and with compliance of the VM Guidance. 
  • A strategic and operational thinker who Is commercially and operationally aware of competitor activity and uses this knowledge to build a strategy that influences the future on-Counter activities.


  Execution: Service Standards and Education


  • Responsible for the teams to deliver the high level of customer experience that is expected within a Flagship location.
  • Responsibility for the counters achieving the Customer Experience Survey targets.
  • Managing all locations regularly throughout the day to identify operational issues and identify tactical opportunities for retail initiatives.
  • Is an effective communicator and submits accurate reports to the Area Retail Manager, Flagships and Make Up and Head Office teams.
  • Sets the standards and challenges the team to deliver Puig selling protocols every day.
  • Prepares sales data and submits 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 at both counters.
  • Responsible for achieving the monthly and annual P&L costs within budget.
  • Prepares the team schedules in line with the needs of the business, ensuring full team availability during peak sales times and seasonal trading times.
  • Manages agency cover for the counters and is responsible for ensuring it is the right level of cover within the budget available.
  • Manages customer complaints discretely and effectively.


Relational: Experience


  • As a relationship builder, the Retail Manager will develop strategic partnerships with key stakeholders in the store.
  • The Retail Manager is seen as a global role model for demonstrating professional working relationships within the team and at Puig HO. Showing and giving respect, forms the foundation of the team relationships and facilitates the development of a highly performing team culture.
  • A minimum of three / four years of Management experience, at least Business Manager 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 brands and influencers on social media.  
  • Wants to know what is happening in the industry and keeps up to date with the latest trends.




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