Kiehl’s Store Manager

About Kiehl’s

Kiehl’s began in 1851 as an apothecary on the corner of Third Avenue and East 13th Street in Manhattan. Its skincare counters still offer consultations and samples, two practices handed down from the pharmacy.

Role & Responsibilities

• Lead onboarding and comprehensive training for new team members, and drive their ongoing development to improve individual performance and team effectiveness.
• Provide regular, timely feedback on team productivity, service levels, product knowledge and selling skills; recognize achievements and identify areas for improvement.
• Track team performance, identify underperformance and implement strategies to improve results.
• Lead recruitment and selection for Customer Representatives, identifying and attracting talent to build a high-performing team.
• Address and resolve team HR issues to support a positive, productive work environment.
• Represent Kiehl’s as a brand ambassador, delivering personalized, welcoming customer experiences and maintaining exceptional service and merchandising standards.
• Demonstrate products, share Kiehl’s heritage and provide tailored product knowledge, tips and techniques to meet customer needs.
• Ensure the team delivers the Kiehl’s service model and exceptional customer service.
• Develop and execute strategic plans to achieve and exceed retail targets and KPIs, drive long-term growth and profitability, and identify risks and opportunities to maximize results and support sustainable success.
• Develop and implement an annual calendar of events and activations that create memorable customer experiences and generate excitement for Kiehl’s.
• Generate ideas and implement innovative strategies to grow new business, leveraging product launches and brand anniversaries.
• Build and maintain customer loyalty, foster long-term relationships and drive repeat business.
• Participate actively in team efforts and complete required training to maintain current product knowledge and brand expertise.
• Complete daily and weekly administrative tasks online and offline using Tamigo and One Retail.
• Maintain high hygiene and housekeeping standards and keep the counter clean, organized and inviting.

Qualifications

• Passion for skincare and the ability to share expertise with colleagues and customers, provide personalized advice and recommend suitable products.
• Ability to build authentic relationships, put customers at ease, understand their needs and help them create skincare routines.
• Passion for coaching and developing others, with the ability to recognize potential and empower the team.
• Awareness of current skincare and wellness trends, with the ability to connect with people in-store and online and build a skincare community.
• Drive, ambition and enthusiasm for challenges, with the ability to create innovative in-store experiences and achieve strong results through the team.
• Belief in and enthusiasm for Kiehl’s mission, values and brand.

Skills

Benefits

Commission scheme; access to an exclusive staff shop with products from over 35 L'Oréal brands; 30 days of holiday including bank holidays; discounted dental insurance; mental health and financial well-being support resources; referral bonuses; sustainability initiatives.

Culture

Store advisors ask about a customer’s routine, demonstrate products and offer samples to try at home. Some locations also offer skin analysis and facial treatments.

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.