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Job description

Based in our Flagship Store in Burlington Arcade

Purpose

Be accountable for promoting the brand to existing and new clients engagement; manage client loyalty in order to guarantee store business growth. You will be responsible for sustaining brand image and deliver 5-star customer experience.

Key Responsibilities

Business development:

• Develop and implement an annual business plan to grow the account
• Measure and ensure the performance in accordance with the key performance indicators established for the account
• Working with the Area Business Development and Customer Engagement Manager to grow the account and engage customers
• Having day to day management of the Fragrance Specialists assigned to your account
• Communicate targets, marketing initiatives and measure weekly and monthly performance against those targets and initiatives
• Manage the clienteling board, CRM system, trackers for client appointments, outreaches and sale pipelines
• Maintain customer data with clienteling-related qualitative information
• Develop a thorough product knowledge and ensuring that Fragrance Specialists are fully trained in this

Brand promotion:

• Be a brand ambassador to promote the culture internally and externally
• Ensure customer experience is executed at all times
• Know client prospects (quantitative and qualitative to define actions plan)
• Attract and recruit new clients from personal network and external partners
• Develop clienteling and client loyalty
• Execute store visual merchandising per merchandising guidelines
• Support online live chat service
• Host press and VIP customers

Process management:

• Plan and manage store PNL
• Create and execute commercial events and marketing campaigns, with measurable performance targets
• Train and develop Fragrance Specialists to engage with clients
• Ensure that there is adequate cover for the store at all times and that your team are aware of the rota in advance
• Manage and maintain appropriate stock levels
• Ensure that daily sales sheets, weekly reports and monthly reports are properly completed and submitted to Head Office on time
• Conduct weekly meetings and monthly recorded meetings and six-monthly appraisals with your team
• Identify training and performance improvement needs within your team
• Ensure the CRM system is being properly and effectively used in your store
• Ensure databases and customer profiles are up-to-date and contain accurate and relevant data in respect with GDPR regulations

Key Skills Required

• Effectively communicate with team, customers and third parties
• Coach and mentor team members
• Analyse figures, trends and assessing sales data
• Direct sales skills

Job Types: Full-time, Permanent

Salary: £45,000.00 per year

Benefits:

• Company pension
• Private medical insurance

Schedule:

• Day shift
• Weekend availability

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• How many years of luxury fragrance experience do you have?

Work Location: In person