La Mer Expert,40 Hours

3 weeks ago

Johannesburg, South Africa The Estée Lauder Companies Full time

**Must Have Skincare Experience**

**Position Summary**:

- The Expert represents the image, products and culture of the company to the customer.
- Their primary responsibility is customer service and sales, achieved through exceptional communication skills and skin knowledge, maintaining the store environment and operations and assisting with administrative duties.

**Key Roles & Responsibilities**:

- Create opportunities to ensure sales targets are met
- Recruit new customers by collaborating with high-end Brands
- Drive new product Launches and promotional offers to ensure a 100% sell
- through
- Plan and execute on counter events to achieve sales targets
- Provide welcoming, personal, professional service to all customers at all times.
- Ensure customers are treated professionally at all times: luxury look, luxury approach, luxury experience and luxury finish
- Demonstrate effective communication skills, listen to the customer, ask questions, investigate preferences and make the experience interactive to maintain the La Mer service standards
- Suggest groups of appropriate products to meet and exceed customer’s needs
- Assist customers with product and services selection and information.
- Strive to always surprise and delight customers by offering services and smart sampling to meet their needs
- Obtain customer data for CRM system or other client list as required.
- Continue to build Customer relationship by booking follow-up appointments
- Invite customers to on counter events to strengthen Brand loyalty
- Give great internal customer service and develop good working relationships with colleagues.
- Attend work as per counter plan
- Arrive at work 15 min before shift start and ensure that face are fully made up and that you are adhering to the uniform guidelines
- Be punctual and manage time on counter effectively ensuring 2 x 15min tea breaks and 1x hour lunch break per 8 hour working day
- Ensure personal hygiene levels are at high standard
- To familiarise yourself with company information, code of conduct and store information and rules
- Adhere to proper security procedures regarding handling of cash and assets
- Submit HR documentation as per HR deadlines
- Record your personal sales daily and accurately
- Record daily all customer information accurately and capture correct information on CRM
- Transfer your daily sales to the counter manager’s book
- Achieve the required IPT
- Conduct a minimum of 4 services per day
- Book a min of 75% of customers seen back for a follow-up appointment
- Book and recruit new customers for on and off counter Special Event
- To keep levels of product knowledge high by reviewing the product portfolio regularly
- Actively participate in La Mer training sessions and partnered store mandatory training sessions.
- All customer returns to be handled according to policy
- Ensure display is per merchandising guideline
- Maintain a clean and organized work area.
- Maintain tester units in proper schematic order
- Ensure discontinued stock and testers are removed
- Ensure all testers are clean and in good condition
- Ensure cleaning tools are stocked and in good condition
- Assist in tidiness of drawers and cupboards and all back areas
- Ensure counters, shelves and cupboards are kept clean and dust free at all time
- Actively participate in cleaning display units, tools and testers throughout the day, and more thoroughly at night to prepare for next day’s business.
- Inform management of any store maintenance
- Immediately report Health and Safety issues which might lead to accidents.
- Assist daily in stock and hygiene supplies replenishment and maintain appropriate levels throughout the day.
- Communicate low stock and out of stocks to the Counter Manager and AE
- Assist in the proper rotation of stock
- Assist in weekly stock counts of the Top sku’s and compare to in store systems (Retek or Click view)
- Ensure there is sufficient stock for all promotions and events
- Monitor and Control tools, testers and stock that are kept in stock rooms
- To complete required admin and submit within deadline to ensure accurate reporting
- Accurate CRM information to improve communication to customers
- Accurate stock counts to improve DI
- To submit Payroll admin accurate to ensure correct salary payment
- To be aware of Competitor activity
- To be aware of competitor performance to improve awareness to gain market share
- Analyse competitor events to ensure future improvements and successes of own events
- Improve business acumen
- Know and understand counter and personal goals
- Know counter ranking overall and within treatment category
- To understand business environment and to think strategically to formulate a plan to achieve goals
- As a La Mer Expert you are required to teach and empower customers
- Lead yourself to act as a role model to colleagues
- Leverage on your strength to be an example to others
- Strive for excellence in execution to ensure future develo

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