Senior Account Manager
Location: Gatwick Airport North
Contract: Permanent, 4 days on, 2 days off shift pattern
CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world.
“In order to be irreplaceable, one must always be different” stated company founder, Gabrielle Chanel. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand.
Our mission at CHANEL Beauty is to underline what is most unique in every person and give our clients the confidence to become the true expression of themselves through exceptional fragrance, makeup and skincare creations.
JOB PURPOSE
In line with the Fragrance & Beauty vision and mission, the Business Manager leads an energetic and passionate team of people who are dedicated to creating experiences with our clients. Through a keen sense of business acumen, the Business Manager is responsible for all retail activities that contribute to the brand’s image and leadership in the market by liaising with field and head office functions. They are able to think 'outside the four walls' and take into account the entire client pathway, including the omni-channel context.
KEY RESPONSIBILITIES
Leading the team: the Business Manager guides their team towards achieving results and developing individual talents
1. Creates an environment rich with ethics, integrity and diversity, which leads to positive team collaboration
2. Partners with the Retail Development Manager to proactively identify, address and manage any employee relations issues in accordance with the local CHANEL policies and procedures and shares feedback on performance
3. Facilitates frequent team and individual communication in order to ensure collective knowledge to all members of the team
4. Shares the brand vision and the boutique challenges, gives meaning and empowerment to the team while holding them accountable
Business developer: the Business Manager embodies an entrepreneurial spirit
5. Plays an integral part in building CHANEL’s portfolio of clients through data capture in line with the brands expectations
6. Develops business initiatives in line with the brand vision and strategy
7. Defines, tracks and coaches the team to achieve set KPIs
8. Manages staff rotas, including day-to-day operational zoning to ensure floor coverage and optimal client experience
9. Communicates retail and collateral stock needs to all necessary parties as well as facilitates smooth operations of incoming deliveries
10. Networks with the community to elevate the presence and awareness of the brand in the local marketplace
11. Assumes responsibility for all loss prevention activities, such as in-store security and inventory management
12. Has a solid understanding of the business environment
13. Provides feedback and reporting to line manager in order to influence strategies and recommendations
Experience creator: the Business Manager creates conditions for a consistent and memorable experience
14. Leads by example on the selling floor by creating tailor-made personalised client experiences, to build long-lasting relationships
15. Considers the omni-channel journey as a whole and helps the team embrace digital shopping trends
16. Facilitates the resolution of client service complaints with a holistic approach so that each client leaves satisfied, regardless of which channel they chose to shop
17. Ensures team has tools/training to provide the CHANEL client experience
18. Ensures visual merchandising guidelines are adhered to throughout the boutique and guarantees that the boutique remains clean, tidy and welcoming at all times
CHANEL ambassador: the Business Manager embodies the values of the brand
19. CHANEL Insider: has a solid knowledge of the brand, its heritage and know-how, and shares it with clients as well as the team
20. Implements all training received, is curious to learn more in order to nourish a global and beauty culture, being pro-active in self-learning
21. Implements and ensures respect of the uniform and grooming guidelines at all times
Counter operations: the Business Manager delivers strong operational excellence
22. Manages all areas of counter operations, ensuring compliance across all areas and implementing clear and transparent procedures
23. Ensures the smooth running of the counter at all times
24. Responsible for the stock, tester and sample inventory
25. Ensures that stock levels meet the needs of the business, managing planned seasonal increases in a timely manner
26. Responsible for stock accuracy (stock audits), working to minimise stock loss at all times
27. Ensures meticulous stock handling and storage procedures are established and followed
28. Ensures Company returns procedures are clear and adhered to
29. Works with the Visual Merchandising Team, ensuring that the CHANEL merchandising guidelines are followed
30. Responsible for ensuring clarity of Health & Safety and Fire Safety training and procedures
SKILL SETS
Leadership and Management skills
31. Strategic thinker: Analytical and systemic, challenge the status quo, communicate the vision to inspire and engage
32. Relationships-focused: Collaborative, partnering and influencing skills
33. Ability to develop and empower people: Listening and empathy, feedback and coaching skills, performance management, delegation
34. Performance minded and decisive, strive for continuous improvement
Managing Business skills
35. Strong client experience mindset
36. Able to understand and synthesize business and market intelligence
37. Able to write reports and proposals
38. Planning, organization and change management skills
39. Problem solving and dispute resolution skills
40. Technology competent and digital trend awareness
Soft skills
41. Posture and communication skills : Verbal and written communication, story telling
42. Curious, personal agility, continuous learner
43. Self-awareness, self-confidence, and self-control/stress management
44. Enthusiasm, energy and motivation
45. Trustworthy with integrity/ethics
Benefits at CHANEL :
Our employee benefits have been created to support you across your professional and personal life by offering you:
46. Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
47. Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
48. Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
49. Platforms: Multiple Platforms to support across Wellbeing
50. Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
51. Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
*Benefits are eligibility dependant and subject to change at any time