La Mer’s journey began when Dr. Max Huber suffered burns in an experiment gone awry and set out to create his own destiny. Physicist by day, stargazer and dreamer by night, he hoped to unlock the power of renewal of the sea.
Inspired by the oceanic world, Huber fermented nutrient-rich sea kelp with other natural ingredients. 12 years and 6,000 experiments later, Crème de la Mer was born – and Huber’s skin appeared dramatically renewed.
JOB TITLE: Expert
RESPONSIBLE TO: Counter Manager
MAIN PURPOSE: To achieve the personal objectives set down by La Mer and to contribute to the success of the account through the delivery of outstanding customer service
To promote and maintain the brand’s image and reputation to the customer
KEY RESPONSIBILITIES AND STANDARDS
1. SELL THE LA MER LINE
Achieve required retail sales targets set by the Company as communicated by the Counter Manager
Be aware of and achieve the targets set by the Company as communicated by the Counter Manager in respect of the daily goal for average minimum sale in units and volume and any other productivity targets
Link sell to achieve the average minimum sale targets
Work outside the counter whenever possible to recruit new customers to the brand
Identify customer needs through the use of open ended questions, using demonstrations where appropriate
Close the sale effectively and commit customers to a follow-up visit
Put all customers onto the registry system and update existing ones on every visit
RESPONSIBILITY FOR GUEST OWNERSHIP PROGRAMME/ LUXURY
Be accountable for developing and managing your own guest relationship and luxury clienteling, using the tools of the replenishment diary and the customer registry card , OCT technology and /or IPhone connections
Introduce the Client Profile card, capture the guest’s information, check all data provided and confirm the best way to contact the guest for further services. Attempt to achieve a minimum capture rate of 80%.
Check that each guest is a member of current OCT programme and update current and previous history, ensuring that client profile card is always updated
Ensure that follow up procedures are completed, including adding guests information into personal replenishment diary, contact by telephone or letter, thank you notes etc.
Demonstrate excellent product knowledge, communicating this to the customer to meet their needs
Maintain high standard of personal grooming as specified by La Mer.
Wear make-up at all times and keep hair, shoes and clothes clean and well groomed/presented
Wear uniform as required.
4. WORK EFFECTIVELY AS PART OF A TEAM
Help colleagues and team efficiency by being flexible and taking on tasks as required
Communicate information to the Counter Manager and colleagues
Attend weekly meetings held by the Counter Manager
Work effectively with store personnel, store management and La Mer staff
Maintain high standards of time-keeping on the counter to ensure team efficiency
5. MAINTAIN HOUSEKEEPING STANDARDS
Clean counters, tester stands and displays regularly to maintain the La Mer image
Merchandise back fixtures and display counters as directed
6. COMPLETE ADMINISTRATION
Complete all administration accurately, legibly and on time
7. CARRY OUT OTHER TASKS
Carry out any other duties as may be required to support the Counter Manager, the Sales & Education Executive and/or the Company from time to time
This may include taking ownership of events both in store and externally and supporting during busier periods of business
Previous retail industry/guest services experience is desirable (preferably within beauty)
All applicants must be able to demonstrate the ability to provide inspirational, authentic and personalized customer service
Ability to work retail hours including days, nights, weekends and special events in a fast-paced work environment
Previous experience with retail point-of-sale software is desirable
Applicants must be able to provide proof of right to live and work in the country if invited to attend for interview
Estee Lauder Companies is an equal opportunities employer.
We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Job: Retail - Store
Primary Location: Europe, Middle East, Africa-GB-ENG-Heathrow
Job Type: Standard
Job Number: 1914681
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.