Overview
Fixed Term Contract until December 2026 — As an ambassador for our Maison, you embody and transmit Guerlain's values to customers and employees. Reporting to your Line Manager, you will plan and manage the achievement of sales objectives, ensure excellence in customer service, and implement the strategy set by Management. You will manage and develop your employees and place the customer relationship and experience at the heart of all actions.
Position: Account Manager
Brand: Guerlain
Location: H Beauty Lakeside
Employment: Full Time
Sales and Customer Service
* Develop a unique customer experience and provide impeccable service by setting an example for the team.
* Apply and enforce the Guerlain unique sales method.
* Recruit, develop, and retain customers.
* Monitor and manage all retail performance KPIs (qualitative & quantitative).
* Guarantee quality of service on the floor, customer relationship management, and handle disputes and complaints with speed and efficiency.
Business Monitoring
* Implement Guerlain\\'s commercial policy and ensure that objectives are met.
* Contribute to the construction and achievement of objectives and P&L (budgets and commitments).
* Analyze and share KPIs of the business and manage reporting.
* Drive action plans, challenges, and partnerships according to priorities, results, and activity.
Management
* Participate in recruitment, training, and integration of new employees in line with Guerlain\\'s values.
* Create a climate of trust through close monitoring and management: briefings and team meetings, fostering positive energy and well-being.
* Define individual and team objectives, evaluate performance, and identify training needs.
* Coach and train teams while developing their skills, fostering unity, motivation, and celebration of victories.
* Ensure application and respect of procedures and operating rules within the point of sale (cash desk, POS management, merchandising, stock, etc.).
* Manage disciplinary measures in collaboration with HR.
Back Office & Operations
Supervise administrative management of the team (schedules, payroll, bonuses, training, interim, vouchers, uniforms, etc.).
* Supervise maintenance: cleaning, linen, supplies, and various suppliers.
* Be responsible for risk management (physical security, cash management, inventories).
Visual Merchandising
* Ensure the image of the counter is respected (merchandising, cleanliness, organization, and team grooming).
* Participate in the implementation of merchandising with support teams.
Profile
Hard skills: You have an innate sense of customer service with excellent interpersonal skills and a taste for challenges and sales. Requirements include results orientation, strong organizational capacity, commercial sensitivity, service in a luxury environment, and proficiency with Office (Word, Excel, PowerPoint). Knowledge of a business management application is desirable.
Soft skills: Ability to coach and lead a team, managerial courage, dynamic and empathetic, autonomous with initiative, exemplary in procedures, field presence, attitude, and elocution; respect for confidentiality.
Additional Information
Welcome to a world of exploration. Guerlain has 190 years of history in perfume, skincare, and makeup. Teams are driven by creativity, audacity, and a culture of why not. We value diversity and are committed to reconciling luxury with sustainable development, for the beauty of our customers, products, and the planet.
Remuneration & Benefits — We offer training and development programmes, a competitive salary package, and excellent benefits including productivity recognition incentives and brand discounts.
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