Job Description: Business Manager
Location: Fenwick, Newcastle
Full Time
Main Responsibilities
* Develop a unique customer experience and impeccable service by being an example for your teams.
* Apply and enforce the Guerlain unique sales method.
* Ensure the recruitment, development, and retention of customers.
* Monitor and manage customer KPI's: BDD, (basing, qualification), satisfaction questionnaire.
* Guarantee the quality of service on the floor, customer relationship management, disputes, and complaints, with speed and efficiency.
Business Monitoring
* Implement Guerlain's commercial policy and ensure that the objectives set are met.
* Be a stakeholder in the construction and achievement of objectives and P&L (respect of budgets and commitments).
* Analyse and share KPI's of the business, manage reporting.
* Be a driving force in the development of action plans, challenges, and partnerships according to priorities, results, and activity.
Management
* Participate in the recruitment, training, and integration of new employees in accordance with Guerlain's values.
* Ensure a climate of trust in the team through close monitoring and management: briefings and team meetings by instilling positive energy and creating well‑being.
* Define individual/team objectives, evaluate performance, identify training needs (challenge comfort zones, be demanding).
* Accompany your teams through coaching and training, while ensuring the continuous development of their individual and collective skills (federating, motivating, celebrating victories).
* Ensure the application and respect of procedures and operating rules within the point of sale (cash desk, point of sale management, merchandising, stock, etc.).
* Manage disciplinary measures in collaboration with HR.
* Work closely with your assistant boutique manager(s) and stockist(s).
Back Office & Operations
* Supervise the administrative management of the team (schedules, payroll, bonuses, training, interim, lunching vouchers, uniforms, etc).
* Supervise maintenance: cleaning, linen, supplies, various suppliers...
* Be responsible for risk management (physical security, cash management, inventories).
Visual Merchandising
* Ensuring that the image of the Boutique is respected (merchandising, cleanliness, organization and grooming of the team).
* Participate in the implementation of merchandising with the support teams.
Profile
Hard skills
* You have an innate sense of customer service and excellent interpersonal skills and have a taste for challenges and sales.
* Result and customer orientation.
* Strong organizational capacity.
* Commercial Sensitivity.
* Sense of service in a luxury environment.
* Master the use of Office Pack (Word, Excel, PowerPoint).
* Knowledge of a business management application.
Soft skills
* Ability to coach and lead a team (leadership).
* Managerial courage.
* Dynamic and empathetic.
* Autonomous, power of proposal.
* Exemplary (application of procedures, field presence, attitude, presentation, elocution).
* Respect of confidentiality.
Benefits
We value diversity of thought and people. You’ll have the opportunity to learn new skills through our unique training and development programmes, as well as receive a competitive salary package and excellent benefits, including amazing productivity recognition incentives and brand discounts.
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