Founded over thirty-eight years ago in March 1971, The Prestige Cosmetics Group (Pty) Ltd is today the leading distributor of fine fragrances, cosmetics and specialised skincare in South Africa. By investing in our brands, our people and our capabilities, PCG continues to be acknowledged as the preeminent business in the distribution of luxury products in So...
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JOB OBJECTIVES:
Customer Operations:
- To manage all incoming customer communications of enquires and complaints – and bring them to at minimum amicable resolution.
- Manage all incoming communication channels to the SLA – ie. Speed of response.
- Manage all existing communication channels (social media / email / voice) to deliver customer resolution turnaround within agreed SLA.
- Support the successful implementation and on-going management of any new customer care channels including for example, web chat and WhatsApp.
- Manage all telephonic system implementation for all ARC stores and locations that open from time to time. Ensure routing of all calls to HO to always maintain a positive customer experience of the ARC brand.
- Ensure the ability to manage multi-lingual incoming customer enquiries
- To identify and lead as key stakeholder new CRM system requirements and implementations
Online Operations
- Manage and work alongisde with the ecom dark store to deliver on time order shipping and delivery within SLA.
- Manage customer expectations due to short picks whether due to stock management or over selling or similar and rectify.
- Bulk order management – identify bulk orders and manage to company SOP.
- Efficient and effective refund management and management of payment service provider. Managing refunds within SLA and to finance audit requirements.
- Identify and prevent fraudulent orders and escalate appropriately.
Build and manage a high performing customer care team
- Recruitment of high calibre team, passionate about customers and beauty and on contracts that are appropriate to a 24-hour operating business.
- Induction and on-boarding of all new team members (Digital ARC-itects)
- Develop and maintain standard team ways of working / rhythm and routines.
- Performance management of customer care team including defining goals and actioning performance appraisals.
- Structured and organized team communication.
- Learning and development of all team members.
- Develop and maintain standard operating procedures (SOPs) for all operations of customer care and experience.
Customer champion in ARC
- Ensuring compliance to all relevant customer legislation
- Supporting business to deliver compliance to customer legislation
- Manage and ensure the accuracy and completeness of all ARC FAQs and Terms and Conditions on arcstore.co.za – ensuring legislative compliance.
- Continuous benchmarking of FAQs and ARC Ts and Cs to other retailers and recommendations for updates.
Customer Reporting, tracking, and listening
- Identifying all reporting and tracking requirements including exception reports to enable improved customer service.
- Develop and maintain standard tracking terminology to enable on going analytics thereby enabling improved customer support processes and systems to be developed.
- Enable understanding of customer needs
- Support market research team where required with outbound calling.
- Identify and raise priority business focus for any business issue such as red alerts (product tampering etc), partner strikes, social media crises, website performance issues, payment gateway performance issues etc
- Support and enable commercial and marketing team initiatives where required for example gift with purchase, pre-orders etc
- Participate in customer journey mapping though the various paths e.g. physical, digital web, digital app etc. Identify points of friction preventing customers not completing their checkout. Work with team members and agencies as needed to improve the customers’ experience with the business.
KPI’s include (with example targets):
- Service level 90% in 20 seconds
- Abandonment <5%
- Av handling time 180 seconds
- CSAT
- NPS
- First contact resolution 90%
- First reply time 2 hours
- Email resolution 24hours
- Social media answer within 5 hours
- OTIF for all ecommerce
- Refund SLA
JOB RELATED SKILLS:
- Empathy with customers, Passion for customer care, Love of beauty, inspiring people leadership and management, learning and development, analytics
- JOB EXPERIENCE: 4 years contact centre experience; 2 years contact centre management at minimum team leadership level / ecommerce experience of fulfilment management
- EDUCATION: Matric, Higher education such as B.com
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KEY RESPONSIBILITIES
MAXIMISE TURNOVER, PROFIT AND PRODUCTIVITY
- Achieve monthly and annual sales targets
- Assist in setting up and driving sales at events/launches/retailer activities
- Provide feedback on sales/customer related issues or concerns timeously
BRAND MANAGEMENT
- Monitor competitor activity, stay up to date with current industry trends
- Ensure that hygiene and safety standards are maintained according to retailer requirements at all times
- Adhere to and maintain brand standards at all times
STOCK MANAGEMENT, MERCHANDISING AND STORE OPERATIONS
- Ensure that stock is merchandised according to merchandising guidelines
- Report out of stocks to line manager daily to drive sales and maintain an exceptional client experience
- Stock administration, stockloss prevention, stock level control and management
- Implementation and adherence to operating procedures and policies at all times
- Asset control and security
- Point of sale
CUSTOMER EXPERIENCE
- Provide an exceptional and consistent client experience to all clients
- Uphold and reinforce the Client journey and experience standards
- Build relationships, loyalty and inspire confidence in clients by providing fragrance recommendations
- Use expert knowledge and skills when demonstrating fragrances to clients
- Share fragrance tips, expert knowledge, current trends and provide customers with a personalised, educational experience
- Drive increased customer data base (attraction of NEW customers)
TEAMWORK
- Work in collaboration with other colleagues and stakeholders to ensure a harmonious working environment, contribute to the execution of the overall sales operational plan, participate in and support all events and hold each other accountable
- Support and assist new team members with onboarding and orientation
- Ensure that exceptional; consistent standards are maintained
- Live the company values; conduct oneself with integrity at all times
ADMINISTRATION
- Daily tracking sheets/reports completed and submitted as required
- Implementation of CRM processes
- Retail reports and updates as required
REQUIREMENTS/QUALIFICATIONS
- Matric certificate
- At least 2 years cosmetics/fragrance experience within a retail environment
- Must be able to demonstrate retail knowledge and current industry trends
- Must be a team player, an active learner and problem-solver
- Must be willing to work weekends and shifts as required
- Must have own transport
go to method of application »
Key Responsibilities:
- Greet and assist customers in a friendly and professional manner
- Operate the POS and process transactions accurately (cash, card, vouchers)
- Handle returns, exchanges, and refunds according to company policy
- Maintain a clean and organized POS area
- Ensure proper cash handling and follow cash-up procedures
- Balance the till at the beginning and end of each shift
- Report discrepancies or POS errors immediately to management
- Assist with restocking shelves or other floor duties when required
- Provide information on products, promotions, and store policies
- Uphold company values and customer service standards
- Comply with all health and safety regulations and company procedures
Requirements:
- Grade 12 / Matric certificate (essential)
- Proven experience as a POS operator, or similar role (advantageous)
- Basic math and computer literacy skills
- Excellent communication and interpersonal skills
- Ability to work well under pressure and handle busy periods
- High level of accuracy and attention to detail
- Trustworthy, punctual, and reliable
- Willingness to work weekends, public holidays, and shifts as required
go to method of application »
KEY RESPONSIBILITIES
MAXIMISE TURNOVER, PROFIT AND PRODUCTIVITY
- Achieve monthly and annual sales targets
- Assist in setting up and driving sales at events/launches/retailer activities
- Provide feedback on sales/customer related issues or concerns timeously
BRAND MANAGEMENT
- Monitor competitor activity, stay up to date with current industry trends
- Ensure that hygiene and safety standards are maintained according to retailer requirements at all times
- Adhere to and maintain brand standards at all times
STOCK MANAGEMENT, MERCHANDISING AND STORE OPERATIONS
- Ensure that stock is merchandised according to merchandising guidelines
- Report out of stocks to line manager daily to drive sales and maintain an exceptional client experience
- Stock administration, stockloss prevention, stock level control and management
- Implementation and adherence to operating procedures and policies at all times
- Asset control and security
- Point of sale
CUSTOMER EXPERIENCE
- Provide an exceptional and consistent client experience to all clients
- Uphold and reinforce the Client journey and experience standards
- Build relationships, loyalty and inspire confidence in clients by creating unique make-up looks
- Use expert makeup skills when demonstrating products to clients
- Share make-up tips, expert knowledge, current trends and provide customers with a personalised, educational experience
- Drive increased customer data base (attraction of NEW customers)
TEAMWORK
- Work in collaboration with other colleagues and stakeholders to ensure a harmonious working environment, contribute to the execution of the overall sales operational plan, participate in and support all events and hold each other accountable
- Support and assist new team members with onboarding and orientation
- Ensure that exceptional; consistent standards are maintained
- Live the company values; conduct oneself with integrity at all times
ADMINISTRATION
- Daily tracking sheets/reports completed and submitted as required
- Implementation of CRM processes
- Retail reports and updates as required
REQUIREMENTS/QUALIFICATIONS
- Matric certificate
- At least 2 years cosmetics experience within a retail environment
- At least 2 years make-up artistry experience
- Certificate in Beauty/Make-Up is advantageous
- Must be able to demonstrate expert knowledge and current industry trends
- Must be a team player, an active learner and problem-solver
- Must be willing to work weekends and shifts as required
- Must have own transport
go to method of application »
Key Responsibilities
- Receive, inspect, and verify incoming stock against purchase orders and delivery notes.
- Check for damages, shortages, or incorrect items and report discrepancies to the supervisor.
- Accurately log received items into the inventory system.
- Ensure proper labeling and tagging of received goods.
- Organize and place received items in designated storage areas.
- Coordinate with procurement and warehouse teams for smooth stock flow.
- Maintain a clean and orderly receiving area.
- Assist in physical stock counts and inventory audits.
- Communicate with suppliers and drivers regarding deliveries when needed.
- Adhere to company policies, safety regulations, and operational procedures.
Qualifications & Experience
- Grade 12 / Matric Certificate (essential)
- Minimum of 1–2 years’ experience in a warehouse or receiving role
go to method of application »
KEY RESPONSIBILITIES
ACHIEVE COUNTER SALES TARGETS
- Set targets for self and team
- Drive achievement of sales targets for team (weekly and monthly)
- Achieve own sales target
- Event planning identified, arranged and co-ordinated within store to drive sales targets (2 events per month)
- Increase Ranking in store
- Monitor monthly performance axes split/slow lines and determine suitable actions to address problems
- Achieve a minimum IPT of 2.5
- Drive brand incentives to achieve targets
BRAND MANAGEMENT
- Increase brand awareness and image through ensuring adherence to grooming and uniform guidelines
- Ensure that the team members maintain counter hygiene according to brand standards at all times
- Merchandising of stock according to merchandising guidelines
- Submit competitor analysis reports to RDM
STOCK MANAGEMENT & MERCHANDISING
- Identify and plan stock and tester need for the month and ensure orders are placed timeously and follow up the receipt thereof
- Identify and plan supplies and counter tools for counter for the month and ensure orders are placed timeously
- Submit stock management sheets to RDM monthly/weekly
- Know your stock versus tester ratio to ensure that you merchandise and sell accordingly.
- Identify maintenance issues and snags and ensure these are resolved
RELATIONSHIP MANAGEMENT
- Ensure client experience standards are upheld and reinforced
- Build in-store relationships with all levels of store management
- CRM Management – oversee and ensure the maintenance of the CRM cards to retain customers and ensure regular contact with VIP clients
- Oversee BC’s communication to customers to ensure recruitment and retention
- Drive increased customer data base (attraction of NEW customers)
- Manage in store customer complaints or concerns
- Provide feedback to RDM’s regarding any customer issues or feedback within 24 hours
ADMINISTRATION
- Daily, weekly, monthly sales tracking sheets completed and submitted to RDM
- Weekly and Monthly top 5 competitors submitted to RDM
- Analyse sales and competitor reports to identify trends and sales opportunities
- Counter schedules set to meet staffing needs
- Manage leave applications
- Submit claim forms for overtime, night work (holidays etc.)
- Counter checklist submitted weekly to RDM
- Submit counter event report including photographs to RDM
TEAM/STAFF MANAGEMENT
- Assist the RDM in the recruitment of new team members
- Induct new staff members
- Identify training needs for team members
- Coach, train and oversee the development of team members
- Attend classroom training and ensure that staff apply this ongoing learning on counter
- Submit role play and coaching tracking forms monthly to RDM
- Oversee and drive a healthy team moral and culture
- Manage conflict on counter
- Ensure sufficient staffing requirements
- Manage daily team/people issues (absenteeism, leave, time keeping)
- Conduct weekly team meetings for on-going communication
- Conduct weekly EMTs in store to ensure key focus areas are addressed and standards are maintained. Maintain records of all EMTs and report back to RDM monthly. Monitor impact of EMTs on counter.
- Formally review job performance for all employees quarterly and annually and maintains written records of such meetings
- Conduct monthly one on ones with sales team to address performance (good and poor) in a formal meeting and submit a written report to RDM
- Conduct monthly one on ones with Make Up artist in order to ensure efficient management of the makeup axis and submit a written report to RDM and Training Manager
REQUIREMENTS/QUALIFICATIONS
- Matric certificate
- At least 3 years retail and cosmetics experience
- Previous in store Counter Manager experience
- Certificate in Beauty/Make-Up is advantageous
go to method of application »
KEY RESPONSIBILITIES
ACHIEVE COUNTER SALES TARGETS
- Set targets for self and team
- Drive achievement of sales targets for team (weekly and monthly)
- Achieve own sales target
- Event planning identified, arranged and co-ordinated within store to drive sales targets (2 events per month)
- Increase Ranking in store
- Monitor monthly performance axes split/slow lines and determine suitable actions to address problems
- Achieve a minimum IPT of 2.5
- Drive brand incentives to achieve targets
BRAND MANAGEMENT
- Increase brand awareness and image through ensuring adherence to grooming and uniform guidelines
- Ensure that the team members maintain counter hygiene according to brand standards at all times
- Merchandising of stock according to merchandising guidelines
- Submit competitor analysis reports to RDM
STOCK MANAGEMENT & MERCHANDISING
- Identify and plan stock and tester need for the month and ensure orders are placed timeously and follow up the receipt thereof
- Identify and plan supplies and counter tools for counter for the month and ensure orders are placed timeously
- Submit stock management sheets to RDM monthly/weekly
- Know your stock versus tester ratio to ensure that you merchandise and sell accordingly.
- Identify maintenance issues and snags and ensure these are resolved
RELATIONSHIP MANAGEMENT
- Ensure client experience standards are upheld and reinforced
- Build in-store relationships with all levels of store management
- CRM Management – oversee and ensure the maintenance of the CRM cards to retain customers and ensure regular contact with VIP clients
- Oversee BC’s communication to customers to ensure recruitment and retention
- Drive increased customer data base (attraction of NEW customers)
- Manage in store customer complaints or concerns
- Provide feedback to RDM’s regarding any customer issues or feedback within 24 hours
ADMINISTRATION
- Daily, weekly, monthly sales tracking sheets completed and submitted to RDM
- Weekly and Monthly top 5 competitors submitted to RDM
- Analyse sales and competitor reports to identify trends and sales opportunities
- Counter schedules set to meet staffing needs
- Manage leave applications
- Submit claim forms for overtime, night work (holidays etc.)
- Counter checklist submitted weekly to RDM
- Submit counter event report including photographs to RDM
TEAM/STAFF MANAGEMENT
- Assist the RDM in the recruitment of new team members
- Induct new staff members
- Identify training needs for team members
- Coach, train and oversee the development of team members
- Attend classroom training and ensure that staff apply this ongoing learning on counter
- Submit role play and coaching tracking forms monthly to RDM
- Oversee and drive a healthy team moral and culture
- Manage conflict on counter
- Ensure sufficient staffing requirements
- Manage daily team/people issues (absenteeism, leave, time keeping)
- Conduct weekly team meetings for on-going communication
- Conduct weekly EMTs in store to ensure key focus areas are addressed and standards are maintained. Maintain records of all EMTs and report back to RDM monthly. Monitor impact of EMTs on counter.
- Formally review job performance for all employees quarterly and annually and maintains written records of such meetings
- Conduct monthly one on ones with sales team to address performance (good and poor) in a formal meeting and submit a written report to RDM
- Conduct monthly one on ones with Make Up artist in order to ensure efficient management of the makeup axis and submit a written report to RDM and Training Manager
REQUIREMENTS/QUALIFICATIONS
- Matric certificate
- At least 3 years retail and cosmetics experience
- Previous in store Counter Manager experience
- Certificate in Beauty/Make-Up is advantageous
go to method of application »
KEY RESPONSIBILITIES
MAXIMISE TURNOVER, PROFIT AND PRODUCTIVITY
- Achieve monthly and annual sales targets
- Assist in setting up and driving sales at events/launches/retailer activities
- Provide feedback on sales/customer related issues or concerns timeously
BRAND MANAGEMENT
- Monitor competitor activity, stay up to date with current industry trends
- Ensure that hygiene and safety standards are maintained according to retailer requirements at all times
- Adhere to and maintain brand standards at all times
STOCK MANAGEMENT, MERCHANDISING AND STORE OPERATIONS
- Ensure that stock is merchandised according to merchandising guidelines
- Report out of stocks to line manager daily to drive sales and maintain an exceptional client experience
- Stock administration, stockloss prevention, stock level control and management
- Implementation and adherence to operating procedures and policies at all times
- Asset control and security
- Point of sale
CUSTOMER EXPERIENCE
- Provide an exceptional and consistent client experience to all clients
- Uphold and reinforce the Client journey and experience standards
- Build relationships, loyalty and inspire confidence in clients by providing fragrance recommendations
- Use expert knowledge and skills when demonstrating fragrances to clients
- Share fragrance tips, expert knowledge, current trends and provide customers with a personalised, educational experience
- Drive increased customer data base (attraction of NEW customers)
TEAMWORK
- Work in collaboration with other colleagues and stakeholders to ensure a harmonious working environment, contribute to the execution of the overall sales operational plan, participate in and support all events and hold each other accountable
- Support and assist new team members with onboarding and orientation
- Ensure that exceptional; consistent standards are maintained
- Live the company values; conduct oneself with integrity at all times
ADMINISTRATION
- Daily tracking sheets/reports completed and submitted as required
- Implementation of CRM processes
- Retail reports and updates as required
REQUIREMENTS/QUALIFICATIONS
- Matric certificate
- At least 2 years cosmetics/fragrance experience within a retail environment
- Must be able to demonstrate retail knowledge and current industry trends
- Must be a team player, an active learner and problem-solver
- Must be willing to work weekends and shifts as required
- Must have own transport
go to method of application »
KEY RESPONSIBILITIES
MAXIMISE TURNOVER, PROFIT AND PRODUCTIVITY
- Achieve monthly and annual sales targets.
- Focus on the make-up axis as a key driver
- Assist in setting up and driving sales at events/launches/retailer activities.
- Provide feedback on sales/customer related issues or concerns timeously.
BRAND MANAGEMENT
- Monitor competitor activity, stay up to date with current industry trends.
- Ensure that hygiene and safety standards are maintained according to brand requirements at all times.
- Adhere to and maintain brand standards at all times.
STOCK MANAGEMENT, MERCHANDISING AND STORE OPERATIONS
- Ensure that stock is merchandised according to merchandising guidelines.
- Report out of stock to line manager daily to drive sales and maintain an exceptional client experience.
- Execution of all responsibilities with regards to stock administration, stock loss prevention, stock level control and management.
- Implementation and adherence to operating procedures and policies at all times.
- Ensure adherence to asset control and security procedures.
- Execution of all responsibilities with regard to point of sale.
CUSTOMER EXPERIENCE
- Provide exceptional and consistent client experience to all customers.
- Uphold and reinforce the Customer journey and experience standards.
- Build relationships, loyalty and inspire confidence in customers by creating unique make-up looks.
- Use expert makeup skills when demonstrating products to customers.
- Share make-up tips, expert knowledge, current trends and provide customers with a personalized, educational experience.
- Drive increased customer database (attraction of NEW customers).
- Implementation of CRM processes and procedures.
TEAMWORK
- Work in collaboration with other colleagues and stakeholders to ensure a harmonious working environment, contribute to the execution of the overall sales operational plan, participate in and support all events and hold each other accountable.
- Focus on make-up axis, however, still maintain a BC role in fragrance to achieve brand targets as set out by the company
- Support and assist new team members with onboarding and orientation.
- Ensure that exceptional; consistent standards are maintained.
- Live the company and brand values.
ADMINISTRATION
- Complete daily tracking sheets/reports and submit as required.
- Provide retail reports and updates as required.
- Assist the Store Manager and Assistant Manager as required.
REQUIREMENTS/QUALIFICATIONS
- At least 3 years’ cosmetics experience within a retail environment
- At least 3 years’ advanced make- up experience
- Certificate in Make-Up is compulsory
- Must be able to demonstrate expert knowledge and current industry trends
- Must be a team player, an active learner and problem-solver
- Must be willing to work weekends and shifts as required by the retailer
- Must have own transport
Method of Application
Use the link(s) below to apply on company website.
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