La Mer - Expert - Edgars Menlyn Park, Gauteng - 31 Hours 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