Mac Store Supervisor, Loch Logan, Fte

2 weeks ago

Bloemfontein, South Africa Estee Lauder Full time

**Description**:
In-store Coaching:

- Work closely with the Education Manager to ensure that the highest of La Mer service standards are maintained. Coach each La Mer Expert and La Mer Therapist on specific service/selling behavior and best practices via role-play exercises.
- Work closely with the Education Manager to groom Counter Manager to become more effective at managing La Mer Experts.
- Lead by example via counter coaching
- work alongside each Counter Manager and La Mer Expert to provide on-going Education (customer service, selling skills/product knowledge, and personal grooming).
- Review on a monthly basis each La Mer Expert
- Productivity, AUS, IPT, customer service, % of Trio sales, customer retention. Enhance performance and address concerns via in-store coaching.
- Review on a monthly basis each La Mer Therapist
- Facial skills, customer service, facial execution.
- Conduct quarterly field force appraisals in conjunction with the Counter Manager. Recommend/implement course of action
- training needs etc. Submit quarterly appraisals to both Sales Manager and Education Manager for review.
- Attend quarterly training sessions with the Education Manager to improve skills and knowledge.
- Recruit (with both Sales Manager & Education Manager) all new La Mer Experts and La Mer Therapists

Sales Management:

- Collaborate with Sales Manager to develop monthly counter targets and action plans.
- Coordinate with store management on all counter related matters. - Submit a monthly Journey Plan to both Sales Manager and Education Manager at the beginning of each month. This Journey Plan should appropriately reflect Sales and Education priorities.
- Actively participate in the monthly field force meetings and review with both Sales Manager and Education Manager on issues such as achievement of sales targets, key business issues, service level, education concerns etc.
- Enforcement of after-sale service to meet requirements set up by brand.
- Strictly enforce SOP in all aspects.
- Counter system be maintained properly (report, counter image, merchandising, fish tank, flowers, samples, testers control, competitor activity tracking, etc).
- Ensure accurate and complete customer's information (including favorite magazines, personal details, etc.) in the Customer Profile card.
- Sampling & subsequent purchase record tracking.
- Ensure full data input into Retail-Pro (accurate address, sampling redemption record, etc.). VIP Event Preparation and Execution:

- Coordinate venue decoration, venue liaison, and all other details as directed by brand
- Ensure the execution of all VIP events (including facial events) meet La Mer's gold standard
- Ensure all event logistics are properly arranged as directed by brand
- Assist brand in conducting VIP Events Classroom Training:

- Conduct all regional training together with Education Manager.
- Conduct ad hoc "refresh" classroom training on a need-to basis as directed by Education Manager.

**Qualifications**:

- Previous field sales experience in luxury goods industry.
- Computer literate: Word and Excel (desirable).
- Likes to sell (is an excellent salesperson).
- Counter-based office. Must wear full La Mer uniform at all times during working hours
- Excellent coach and communicator.
- Ability to manage multiple responsibilities in a fast paced, demanding environment.
- Self-reliant with the ability to make solid business decisions independently.
- Team player, inspires and mentors a team, likes to lead by example, inspires enthusiasm.
- Excellent organizational skills.
- Creative and enjoy working with details.

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