Counter Manager

1 week ago

Natick Massachusetts, United States Charlotte Tilbury Full time
Job Description

Overall Purpose of the Role

The Counter Manager is responsible for the effective and efficient operations of the Charlotte Tilbury brand at Nordstrom. As a seasoned professional, you will embody the brand's values and customer base, delivering exceptional service and driving financial results. Your expertise will be showcased through your ability to anticipate needs, execute sales, events, merchandising, operations, training, and employee development with excellence.

Main Duties and Responsibilities

  • Sales and Revenue Growth
    • Drive financial results in store to meet and exceed plan, leveraging Key Performance Indicators (KPIs) such as Average Unit Sales (AUS) and Items Per Transaction (IPT)
    • Lead by example on personal KPI goals, demonstrating a commitment to excellence
    • Communicate and manage agreed goals with the staff, fostering a collaborative environment
    • Develop and maintain expertise in retail artistry brands, showcasing entrepreneurial spirit within company guidelines
  • Customer Service and Experience
    • Manage customer queries with sound judgment, achieving positive outcomes and exceeding customer expectations
    • Build partnerships with the Account Executive and Area Trainer to ensure continuous training and development of the team, upholding Charlotte Tilbury standards
    • Extend exceptional customer service beyond the in-store experience, creating a seamless and memorable brand experience
  • Team Management and Development
    • Proactively anticipate staffing needs, sourcing and selecting talent to deliver business objectives, including a bench for freelance and permanent staff
    • Determine individual and team sales targets to meet and exceed plan, driving business growth
    • Analyze business performance and proactively plan strategy within day-to-day business and events, ensuring optimal results
    • Consistently promote the Tilbury Touch to the team and customers, fostering a culture of excellence and customer-centricity
    • Lead by example, promoting the Tilbury Touch and exceptional customer service, and create an atmosphere of open and positive communication, professionalism, and creativity through team meetings and a collaborative management style
    • Recognize and celebrate great performance, driving motivation and engagement within the team
  • Operations and Store Management
    • Ensure the counter is 'customer ready' from open to close of business, maintaining a high level of presentation and organization
    • Maintain required inventory levels and accurate stock files, controlling store expenses within budget guidelines
    • Implement visual merchandising, new launch displays, and collateral placement as directed by the marketing team, enhancing the in-store experience
    • Maintain technology on counter, ensuring seamless operations and customer service
    • Raise operational issues for resolution in a timely manner, driving continuous improvement
    • Establish and develop a cooperative and mutually respectful relationship with the store retail operations team, fostering a collaborative environment
    • Schedule team to optimize coverage according to customer flow, ensuring exceptional customer service
    • Maintain excellent counter hygiene standards, upholding the brand's high standards
    • Maintain the store standards and policies at all times, ensuring a seamless and memorable brand experience

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