La Mer Expert, Edgars Gateway, KwaZulu Natal, 40 Hours

6 months ago

Durban, South Africa La Mer 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 development


Qualifications

Requirements:

• Grade 12

• Retail Cosmetics Experience

• Must have Skincare Background

• Must have Luxury Brands Experience

• Ability to work retail hours


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