Counter Manager

Charlotte Tilbury•Charlotte, NC

About The Position

The Counter Manager is responsible for the effective and efficient operations of the Charlotte Tilbury brand counter. As an ambassador for the brand, the Counter Manager reflects its values and customer base and demonstrates the 5 P’s: Professional, Proactive, Passionate, Prescriptive and Potential. The role is accountable for achieving strong financial results by maximizing sales and providing superior customer service. It also involves anticipating business needs and executing sales, events, merchandising, operations, training and employee development.

Responsibilities

Drive store financial results to meet and exceed plan, including key performance indicators such as Average Unit Sales and Items Per Transaction.
Lead by example in achieving personal key performance indicator goals and communicate agreed goals to staff.
Act as a specialist among retail artistry brands and demonstrate an entrepreneurial spirit within company guidelines.
Manage customer queries using sound judgment and work toward positive outcomes.
Partner with the Account Executive and Area Trainer to support ongoing team training and development, ensuring Charlotte Tilbury service and artistry standards are met.
Extend exceptional customer service beyond the in-store experience.
Anticipate staffing needs and source and select talent, including maintaining a bench of freelance and permanent staff.
Set individual and team sales targets to meet and exceed plan.
Analyze business performance and proactively plan strategies for day-to-day business and events.
Promote the Tilbury Touch to the team and customers, leading by example in delivering exceptional customer service.
Create and maintain open, positive, professional and creative communication through team meetings and a collaborative management style.
Recognize and celebrate strong performance.
Ensure the counter is customer-ready from opening through closing.
Maintain required inventory levels and accurate stock files.
Control counter expenses, including consumables, within budget guidelines.
Implement visual merchandising, new-launch displays and collateral placement as directed by the marketing team.
Maintain counter technology and raise operational issues promptly for resolution.
Establish and develop a cooperative, mutually respectful relationship with the store retail operations team.
Proactively suggest mutually beneficial opportunities to drive sales within the store.
Schedule the team to optimize coverage according to customer flow.
Maintain excellent counter hygiene and uphold store standards and policies.