Overview
Counter Manager "The Ordinary" Selfridges Birmingham at DECIEM | THE ABNORMAL BEAUTY COMPANY. Lead the DECIEM counter, delivering exceptional customer service and creating a positive, collaborative environment for the team and customers.
Responsibilities
* Lead and supervise all store staff, ensuring effective employee relations, performance management, and smooth execution of all operational functions including sales, merchandising, and customer service.
* Lead, recruit, and develop a high-performing team by providing ongoing training, mentorship, and motivation to foster a collaborative, customer-focused, and results-driven work environment.
* Drive business KPIs and sales performance through strategic planning and execution, ensuring alignment with company goals and consistently exceeding performance metrics and profitability targets.
* Manage scheduling and counter coverage, ensuring appropriate zone assignments and full staffing levels to maintain operational efficiency and optimal customer experience.
* Control operational expenses, monitor daily financial processes (e.g., petty cash, POS systems, banking procedures), and report key issues to the Area Sales Manager as needed.
* Ensure full compliance with company policies in all daily activities, from health and safety standards to operational protocols, including accurate timesheet adjustments in the Nova Time system.
* Deliver ongoing coaching and feedback, promoting continuous development of staff performance and customer service excellence.
* Maintain inventory accuracy, overseeing stock levels and managing weekly orders to ensure counter supplies meet business needs.
* Provide exceptional customer service, warmly welcoming clients, offering expert product knowledge across DECIEM brands, and managing in-person feedback or complaints professionally.
* Uphold visual merchandising standards, ensuring displays, cleanliness, testers, and layout reflect DECIEM’s branding and marketing campaigns, and support local events and initiatives to drive store traffic.
Qualifications
* Genuine passion for beauty and skincare, paired with strong customer service orientation and enthusiasm for educating others about products.
* Proficient in MS Office, especially Excel and PowerPoint, with keen attention to detail, excellent written and verbal communication skills, and a proactive problem-solving mindset.
* Exceptional organizational and time management skills, with the proven ability to multi-task, manage conflicting priorities, and perform well under pressure.
* Demonstrated leadership experience, including at least 2 years in a people management or supervisory role, with the ability to coach, mentor, and motivate a team to success.
* Educational background or equivalent experience in retail, customer service, or a related field, with a minimum of a high school diploma and additional certifications or relevant work experience considered an asset.
What you’ll gain
* Generous holidays allowance
* Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
* Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
* First dibs on new products.
* A generous discount on DECIEM products for you, your family, and your friends.
About DECIEM and values
DECIEM is known as “The Abnormal Beauty Company” and is the parent company of The Ordinary, NIOD, and other brands. We are committed to diversity, equity, and inclusion (DEI) and aim to create an inclusive and accessible workplace. We are an equal opportunity employer and prohibit discrimination in accordance with applicable laws. If accommodation is needed during recruitment, please let us know.
How to apply
Please send your resume. Note that only shortlisted candidates will be contacted.
Location: Birmingham, United Kingdom
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