Business Manager

greater london, england, United Kingdom

Job Description

Role:   Business Manager

Department: Retail

Reports into: Area Sales Manager

Responsible for Managing:  Senior Skincare Specialists, Senior Skincare Specialists & Facialists Skincare Specialists, Sales Associate

ABOUT US

Developed by renowned Harley Street cosmetic surgeon, Dr Yannis Alexandridis, 111SKIN is a potent combination of surgical expertise, innovative formulations, and a deep understanding of skin’s 3D healing process.

Originally created to help his patients’ skin heal after surgery, the brand focuses on pioneering solutions for specific skincare concerns and delivers clinical results. Believing in prevention – not intervention, each specially created product is inspired by Dr Yannis’ medical observations and extensive knowledge to ensure that the complexion is truly transformed.

In just 5 years, the brand has expanded to over 40 products with 5 ranges and has become a staple with celebrities, supermodels, make-up artists and beauty editors. Now stocked internationally with retailers such as Harrods, Harvey Nichols, Space NK, Joyce Beauty, Mecca, Net-A-Porter, Barneys, Violet Grey and many more, 111SKIN inhabits a niche, luxury space within the growing skincare market.

ABOUT YOU

The Retail Team is responsible for delivering the highest level of service ensuring customers enjoy a positive experience while shopping at all of the 111SKIN counters. The team is essential to 111SKIN as they are who will be interacting daily with customers therefore, act as brand ambassadors and should represent the values and behaviours of 111SKIN leaving a positive impression. While doing so the team also leverage all opportunities to promote the brand and build brand awareness increasing the number of returning and new customers. They are essential in portraying the strong story behind each product and the journey 111SKIN has been on to draw customers in and educate them on the brand.

As Business Manager, you are responsible for ensuring the smooth running and profitability of the brand retail space within department stores. You will be responsible for ensuring your team hits the monthly sales targets and contribute to generate sales through thinking strategically, developing action plans to meet goals and maximise profits. As part of the Retail team, you will ensure exemplary customer service and product knowledge is delivered on the counter each day. You will work closely with the Area & Business Manager to ensure the counter has everything is need to functionally effectively.

WHAT YOU’RE HERE TO DO

Your key responsibilities are;

Client Relationships

·      Deliver a positive and pro-active customer experience by listening to their needs and offering a bespoke experience which exceeds their expectations

·      Build strong working relationships with floor managers to ensure effective communication and prioritization of 111SKIN within Harvey Nicols

·      Build strong relationships with a wide-ranging client base, keeping up to date with their preferences, aftercare needs and special occasions to ensure they are receiving a luxury service even after they leave the store

·      Provide expert product knowledge by utilising all training materials and brand tools to understand key features, benefits and ingredients

·      Regularly update clients with new product information, new launches or promotions taking place in store

·      Act as a brand ambassador, leaving customers with a long-lasting positive impression of 111SKIN

Strategy and Commercial Awareness

·      Liaise with team members, customers, and floor managers on a daily basis to be able to form strategic plans for the future

·      Deliver daily, weekly, and monthly reports to the Area & Business manager, ensuring they are informed of any issues

·      Ensure correct stock levels are maintained and strategically planned so that the counter is never low on products

·      Ensure sales targets are being met and if not, find a solution to any obstacles

·      Hold a high-level understanding of the industry structure, trends and initiatives, developing a working knowledge of best practices

·      Strategically plan and manage relationships with key stakeholders from within the department stores

·      Be aware of your biggest competitors and understand their businesses to keep 111SKIN competitive

Delivery

·      Full ownership and responsibility of running 111SKIN within Harvey Nichols and ensuring the smooth operation of retail within the store

·      Drive sales through delivery of personal targets ensuring all necessary actions are taken to increase potential sales opportunities i.e., replenishment, re-merchandise

·      Drive store sales targets. Break the targets down into daily/weekly targets for each team member to work towards and hit

·      Ensure that the counters are both immaculate and clean and that all products are displayed according to the company requirements and guidelines

·      Act as an ambassador and role model of the skincare brand.

·      Ensure every customer leaves with a positive impression of the brand, from the visual appearance of the products displayed and knowledge and information provided by the sales assistants to the service they received

·      Ensure all reporting and administrative tasks are completed accurately and on time by the relevant team members and that they are trained to perform these responsibitlies properly

·      Actively support the beauty rooms by promoting treatments and making bookings where required

·      Liaise with the Area & Business Manager to ensure that the counter and the Skincare Specialists have all the equipment and products they need and communicate if anything else is needed for the counter to be as efficient as possible

·      Must be aware of everything that is going on with the counter and the team for that store

·      Ensure that all treatments are carried out professionally, in the correct time and to the highest standard

Business Development

·      Proactive in looking for opportunities to promote, develop and grow the business through events, new clients or updating customer cards

·      Develop and maintain key business relationships with current and prospective customers/clients to generate new business for 111SKIN

·      Research sources for developing prospective customers

·      Understand key trends and competitors to be able to take abreast of their activities and ensure that 111SKIN remains competitive

·      Raise awareness of the 111SKIN brand and educate customers on current and future product ranges

·      Continuously develop your knowledge of skincare best practice and share this knowledge with the team

·      Build an understanding and awareness of wider business targets and the teams contribution

·      Train the team every six months on upcoming new products and services to increase their knowledge and understanding of future developments/launches

·      Liaise closely with the CYRO business and be up to date on any developments so that you can cross-sell their services to customers and build out the CRM database.

People

·      Coordinate the team to ensure a consistent high-level service is being provided

·      Ensure that the team is informed, inspired, and effectively led so that they can provide great customer service

·      Ensure that the team are receiving regular training and flag through any skill gaps to the Area & Business Manager which you feel should be focused on after reviewing day to day team performance

·      Supervise the Sales & Skincare Specialists ensuring the counter is always fully functionable

·      Understand the wider business context of multiple businesses, knowledge, and abilities to link businesses (111SKIN, 111CRYO, 111Harley Street)

·      Onboard new team members to ensure that they are fully aware of 111SKIN’s expectations and their responsibilities to be fulfilled while representing the brand

·      Support and co-ordinate the training of the team to ensure they all carry a high-level knowledge of all products so that they are equipped to deal with all customer queries

·      Alongside the Area & Business Manager, actively strive to develop the team by continuously monitoring and assessing performance and individual needs to ensure the standards, image and values are maintained at all times

·      Promote a positive, honest, and inclusive working environment while making sure team members are motivated and inspired

Undertake any other task, deemed to be appropriate to this role, as directed by a member of the Management Team or Board.

WHAT YOU NEED TO KNOW

The Account Manager is expected to have the following skills and knowledge:

·      Previous experience providing a luxury service

·      Beauty Therapy Qualification

·      Able to engage and inspire our customers through active listening, relationship building and expert product knowledge

·      Passion for Skincare and customer service

·      Strong interpersonal and communication skills

·      Experience in building successful relationships & rapidly earning client trust

·      Ability to engage and inspire customers through active listening, relationship building and expert product knowledge

·      Enthusiastic, self-motivated, and driven

·      Willing to adapt and take on new challenges

·      Ability to think strategically and to lead

·      Use your own initiative