Skincare Manager

Overview

Client Experience

• Provide support to the team in difficult situations ensuring client satisfaction.
• Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.
• Take over floor leadership segments and ensure the floor is always managed and covered.
• Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
• Provide support for the floor manager as an active co-lead.
• Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.
• Inspire the team to use digital tools to deliver a customized service.
• Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.
• Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
• Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.

Sales

• Collaborate in achieving skincare sale targets and overall store objectives.
• Reinforce sales policies and techniques established at Sephora University with all team members.
• Balance and drive the sales target among selective, exclusive and Sephora Collection.
• Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.
• Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
• Create disruptive internal competitions to motivate the team and boost achievements.

Operations

• Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
• Contribute to the store projection of an excellent image through cleanliness and product restocking.
• Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
• Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.
• Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.
• Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.

People

• Motivate and develop the team through daily coaching / observations.
• Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.
• Increase the team s confidence and motivation by praise and feedback for their performance.
• Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.
• Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.
• Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
• Register new staff, report log in issues and oversee gift distribution of your assigned team.
• Ensure an addictive beauty experience through performing monthly assessments.
• Facilitate team monthly meetings to analyze and discuss their performance.
• Be responsible for the PCR and PIP process of the entire assigned team.
• Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.

Business

• Provide support to the Customer Experience Manager / Store Director with knowledge of the market conditions, competition, client needs, etc.
• Analyze all relevant KPIs and propose action plans for improvement.
• Develop and propose short and long-term strategies to drive top and bottom line/brands sales.
• Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
• Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.
• Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.
• Plan, implement and oversee in-store promotional events or displays.