La Mer - Expert, 173 Hours - Edgars Canal Walk, Western Cape. at The Estée Lauder Companies Inc.

Position Summary:

• The Expert represents the image, products and culture of the company to the customer.
•  Their primary responsibility is customer service and sales, achieved through exceptional communication skills and skin knowledge, maintaining the store environment and operations and assisting with administrative duties.

Key Roles & Responsibilities:

•  Create opportunities to ensure sales targets are met
•  Recruit new customers by collaborating with high-end Brands
•  Drive new product Launches and promotional offers to ensure a 100% sell- through
•  Plan and execute on counter events to achieve sales targets
•  Provide welcoming, personal, professional service to all customers at all times.
•  Ensure customers are treated professionally at all times: luxury look, luxury approach, luxury experience and luxury finish
•  Demonstrate effective communication skills, listen to the customer, ask questions, investigate preferences and make the experience interactive to maintain the La Mer service standards
•  Suggest groups of appropriate products to meet and exceed customer’s needs
•  Assist customers with product and services selection and information.
•  Strive to always surprise and delight customers by offering services and smart sampling to meet their needs
•  Obtain customer data for CRM system or other client list as required.
•  Continue to build Customer relationship by booking follow-up appointments
•  Invite customers to on counter events to strengthen Brand loyalty
•  Give great internal customer service and develop good working relationships with colleagues.
•  Attend work as per counter plan
•  Arrive at work 15 min before shift start and ensure that face are fully made up and that you are adhering to the uniform guidelines
•  Be punctual and manage time on counter effectively ensuring 2 x 15min tea breaks and 1x hour lunch break per 8 hour working day
•  Ensure personal hygiene levels are at high standard
•  To familiarise yourself with company information, code of conduct  and store information and rules
•  Adhere to proper security procedures regarding handling of cash and assets
•  Submit HR documentation as per HR deadlines
•  Record your personal sales daily and accurately
•  Record daily all customer information accurately and capture correct information on CRM
•  Transfer your daily sales to the counter manager’s book
•  Achieve  the required IPT
•  Conduct a minimum of 4 services per day
•  Book a min of 75% of customers seen back for a follow-up appointment
•  Book and recruit new customers for on and off counter Special Event
•  To keep levels of product knowledge high by reviewing the product portfolio regularly
•  Actively participate in La Mer training sessions and partnered store mandatory training sessions.
•  All customer returns to be handled according to policy
•  Ensure display is per merchandising guideline
•  Maintain a clean and organized work area.
•  Maintain tester units in proper schematic order
•  Ensure discontinued stock and testers are removed
•  Ensure all testers are clean and in good condition
•  Ensure cleaning tools are stocked and in good condition
•  Assist in tidiness of drawers and cupboards and all back areas
•  Ensure counters, shelves and cupboards are kept clean and dust free at all time
•  Actively participate in cleaning display units, tools and testers throughout the day, and more thoroughly at night to prepare for next day’s business.
•  Inform management of any store maintenance
•  Immediately report Health and Safety issues which might lead to accidents.
•  Assist daily in stock and hygiene supplies replenishment and maintain appropriate levels throughout the day.
•  Communicate low stock and out of stocks to the Counter Manager and AE
•  Assist in the proper rotation of stock
•  Assist in weekly stock counts of the Top sku’s and compare to in store systems (Retek or Click view)
•  Ensure there is sufficient stock for all promotions and events
•  Monitor and Control tools, testers and stock that are kept in stock rooms
•  To complete required admin and submit within deadline to ensure accurate reporting
•  Accurate CRM information to improve communication to customers
•  Accurate stock counts to improve DI
•  To submit Payroll admin accurate to ensure correct salary payment
•  To be aware of Competitor activity
•  To be aware of competitor performance to improve awareness to gain market share
•  Analyse competitor events to ensure future improvements and successes of own events
•  Improve business acumen
•  Know and understand counter and personal goals
•  Know counter ranking overall and within treatment category
•  To understand business environment and to think strategically to formulate a plan to achieve goals
•  As a La Mer Expert you are required to teach and empower customers
•  Lead yourself to act as a role model to colleagues
•  Leverage on your strength to be an example to others
•  Strive for excellence in execution to ensure future development

Qualifications
Requirements:

•  Grade 12
•  Retail Cosmetics Experience
•  Must have Skincare Background
•  Must have Luxury Brands Experience
•  Ability to work retail hours