Aveda Counter Lead

Role & Responsibilities

• Provide welcoming, authentic, and personalised service to customers whilst achieving all customer service and sales targets
• Maintain a credible and professional brand image to all internal and external stakeholders at all times
• Maximise sales through strategic selling, excellent service delivery, and adherence to retail standards
• Understand and communicate daily and weekly sales targets to the team
• Identify and leverage additional sales avenues including eventing, omnichannel, and digital channels
• Monitor competitor activities and identify missed commercial opportunities
• Utilise social media effectively to drive business performance and protect brand image
• Deliver the brand strategy by ensuring execution of an effective local marketing and events plan
• Plan and implement local marketing and promotional initiatives aligned with retailer activity
• Ensure zero consumer complaints mindset by delivering excellence in service execution and creating a surprise-and-delight culture
• Serve as a brand ambassador, representing and bringing to life Aveda brand values
• Manage all refunds and complaints in line with company guidelines to mutually satisfactory conclusions
• Maintain up-to-date product knowledge to deliver industry-leading customer experience
• Plan and execute excellent retail standards daily, including product presentation, housekeeping, displays, messaging, and pricing
• Review retail standards on a daily basis and maintain them to required specifications
• Manage deliveries, stock movements, and associated administration within agreed company timeframes
• Ensure all auditable processes and administration comply with company guidelines and take corrective action on risks
• Fulfil all information requests accurately and within set deadlines
• Minimise stock loss by implementing company security policies and procedures correctly
• Create and maintain a safe working environment by adhering to company and retailer policies
• Ensure health and safety responsibilities achieve a minimum overall grading of 'Acceptable' during audits
• Manage daily replenishment and take appropriate corrective action as needed
• Maximise sales performance by utilising commercial reports to inform business decisions
• Plan and deliver visual merchandising layout in compliance with guidelines and agreed timescales
• Identify stock package issues and take corrective action, escalating to area manager when necessary
• Manage all promotions and discounts in accordance with company guidelines

Qualifications

• Effective verbal and written communication skills
• Excellent interpersonal skills and ability to build rapport
• Quality customer service experience with proven ability to persuade and influence
• Results-oriented mindset with high drive to meet objectives and standards
• Demonstrated ability to pursue goals beyond what is required or expected
• Sensitivity to others' development needs and ability to bolster their capabilities
• Ability to anticipate, recognise, and meet customer needs proactively
• Diplomacy and tact when handling difficult and tense customer situations
• Ability to guide the performance of others whilst maintaining accountability
• Capacity to cultivate and maintain extensive informal networks
• Demonstrated team qualities including respect, helpfulness, and cooperation
• High attention to detail and strong organisational skills
• Ability to work autonomously whilst contributing effectively to team objectives
• Proactive and positive approach to work and daily tasks
• Demonstrated confidentiality, tact, and discretion when dealing with people
• Retail sales experience
• Team leadership experience
• Experience in strategic planning and execution
• Ability to develop financial plans and manage resources
• Working knowledge of computerised systems including email and Microsoft Excel

Skills

Experience

Retail sales experience required, with team leadership experience and a degree of experience dependent on business or store size. The successful candidate should demonstrate experience in strategic planning and execution.

Education

Not specified in source material.

Workplace

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.