Diptyque, Counter Manager, Full Time, Permanent

At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer's lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experience to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

The Counter Manager has full accountability for the KPI performance of the counter and the management and ongoing development of their team, while building strong relations with all levels of host store management and teams. As a key Brand Ambassador, ensure Diptyque's positioning as a true luxury brand.

• To deliver agreed sales KPI's for the counter - these KPI's will focus on sales, ATV, UPT, and conversion. You will need to demonstrate the ability to motivate the team to deliver these results
• Devise business plan in line with the product launches and host store marketing channels and execute with the team
• Execute all product launches as per Marketing Plan and instruction from HQ to include instore displays, and layouts, working with the host store teams as and when needed to ensure that all parties are happy with installation
• Implement and adhere to VM guidelines at all times, and ensure that the team are trained on all standards
• Manage all events inclusive of launch previews, customer events, MDS and Fragrance Fittings
• Utilize host store marketing channels for all launches – online, VIP relations, VM, Windows etc
• Excellent customer service skills to set exemplary standards of customer service in the store for all staff at all times and to deal with customer queries and complaints in a professional manner
• Manage the team, dealing with all staffing issues where appropriate
• To ensure that all staff demonstrate high levels of knowledge about our products and are able to fully represent the brand on the counter. Staff need to articulate both the new and key ranges for the season. Conduct regular training sessions to reinforce learning of the team
• Maintain knowledge of key competitors and industry trends and train the team on the key factors
• To be the first point of contact at the counter for HQ demonstrating the ability to give and receive feedback and information in a professional and articulate manner. Furthermore you need to develop a professional relationship with key contacts in HQ and within your host store that will support the commercial success of your counter
• As counter manager you must also be able to communicate effectively a high level of commercial understanding about the host store and your counter performance, and when the performance dictates make fact-based recommendations to improve the business
• Hold regular team meetings to ensure that full staff team are up to date with all areas of the business
• Participate and contribute to Managers Meetings ensuring clear understanding on all topics to relay back to the team
• To ensure the back of house areas are maintained to a high standard that supports the needs of the sales floor. Also, the counter is clean, neat and tidy at all times
• Work with host store maintenance teams to ensure counter is always in good order
• To ensure all paperwork and reporting is completed accurately and on time – daily, weekly and monthly as required. Also need to be able to interpret sales data and set action plans accordingly as agreed by HQ
• Ensure that the host store Cash Handling guidelines are followed at all times
• Ensure full knowledge of till procedures and processes within the host store
• Work with the Retails Sales Manager with the recruitment process for the counter, supporting their introduction to the business through ongoing coaching and development
• Work with the Retails Sales Manager to ensure all staff are coached and developed on an ongoing basis using all tools available, conducting regular staff reviews
• Work with the Retails Sales Manager to ensure that all performance issues of team members are dealt with smoothly and effectively in a timely professional manner at all times
• To be aware of all security and health and safety issues and requirements of the host store and to ensure all staff are aware of the same. Also, must be able to put plans in place to reduce any loss
• Work with the Inventory Manager and host store buying teams to ensure stock levels are sufficient and monitored, conducting regular scheduled stock takes as required
• Responsible for the management of all emergency situations involving the host store and team members
  • General administrative duties
• Abide at all times by Company and host store rules and policy

• A passion and previous Fragrance/ Beauty/ Luxury Retail Experience
• Sales focused with a proven sales record.
  • Strong understanding of retail KPIs
• Strong people and performance/ management skills
• Expertly honed customer service skills and enjoy interacting confidently with the general public
• Must be self-motivated, focused and be able to use own initiative
• Communication both verbal and written to a high degree is also a must
• Expertly groomed at all times as appearance must be able to reflect our company and location to be worked in
• Available Full Time and have flexible working hours. Position will include Saturdays and some Sundays
• Be assertive, dynamic and always have a can do and positive attitude

Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.

We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer's lives better.

We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.

We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.