Section 1: Job Summary:
Lead and motivate Kiehl’s Retail Store, DF & CCO Outlets and Kiehl’s Wholesale Business Managers and the respective KCR teams to achieve retail and net sales goals. Develop and execute on short and long-term plans in support with overall business strategy. The MRS is accountable for creating the optimal customer experience within designated territory by providing on-going training and development for the Kiehl’s team across all channels of distribution. Manage Kiehl’s Retail Store and specialty business operations while complying with company policies and procedures, serving as a liaison with Home Office team and field teams. Responsible for ensuring strong and effective relationships with all levels of Retail Store management and with key stakeholders within the specialty business, ensuring store visits are purposeful; focused on people development, product presentation and effective processes. The MRS is responsible for maintaining accountability for the product and brand image presentation across designated territory.
Section 3: Job Requirements:
-Bachelor’s degree preferred
-Retailer experience in a buying and/or planning capacity preferred
-5+ years of successful sales management experience in the beauty industry
-2-3 years’ experience in multi-unit management
-Self-motivated, results oriented, creative thinker
-Ability to collaborate with various business partners effectively
-Excellent communication and organizational skills, analytical in approach to identifying opportunities
-Excellent training and people development skills
-Excellent presentation skills in presenting business ideas and issues to senior management
-Strong analytical skills, ability to analyze and translate sales reports
-Awareness of luxury beauty market and the competition
-Ability to grasp home office initiatives and execute directives with minimal supervision
-Strong Microsoft Office skills
-Ability to travel throughout the geographic region as often as necessary to complete the business needs of key markets and the event schedule
Section 4: Judgment and Decision Making:
Achieve annual sales goals within operating budgets
Analyze sales reports to identify opportunities and maximize sales
Communicate store goals, individual sales goals and customer capture rate to store and specialty business teams
Recruit, retain and develop a high performing and diverse management team with a complement of both internal and external talent
Conduct regular visits to all store locations and assess store standards around people, product, presentation and operations using store visit guidelines
Uphold Kiehl’s commitment to outstanding customer service and an optimal customer experience
Partner with Customer Experience team to ensure that customer experience standards are met in all locations; provide feedback to help identify high-level training and development opportunities
Partner with Retail Operations team to ensure that all stores adhere to Store Operations and Loss Prevention policies
Manage Employee Relations issues to ensure compliance with all employment laws and company guidelines
Partner with Human Resources and Retail Operations Team on any Network Complaints and in-store investigations
Foster a positive team environment in all stores within region
Ensure that all direct reports understand their management roles and responsibilities thoroughly by continuous coaching and development
Execute Talent Review process for store employees as needed
Maintain continuous communication between home office team and field team
Allocate and monitor payroll/scheduling budgets to control expenses
Utilize resources, eliminate roadblocks and drive process improvement
Execute special projects
Section 5: Essential Physical Requirements:
Ability to lift and carry 25 pounds
Section 6: Financial Scope:
Annual Budget Responsibility: personal T&E budget, freelance budget, training budgets, ISD budgets
Annual Revenue Responsibility: contingent upon territory
Section 7: Key Duties and Responsibilities
Responsible for analyzing all daily, weekly and monthly retail sales reports including competitive, mix of business reports and key performance indicators. Schedule quarterly meetings with retailers to review business successes and opportunities. Monitor competitive activity and retail performance and be prepared to share information and ideas that contribute to the future success of designated territory and the Kiehl’s business overall.
Work with Key Account Directors and Field Sales Vice President to enhance and analyze promotional strategies. Ensure execution and achievement of goals for all key events and product launches.
Responsible for driving daily, monthly and seasonal tracking of total retail performance by door within territory. Maintain knowledge of trends by door and individual business segments and all of the key business drivers within each segment. Identify opportunities for growth within a store and/or market.
Coordinate seasonal events for all doors. Plan and negotiate product launches with key stakeholders to ensure maximum visual effect and sales performance. Plan, communicate and ensure consistent execution for all in-store events and visual directives for product launches.
Personally uphold the Customer Experience standards outlined in Kiehl’s Circle of Service. Create a selling and serviced focused culture in all stores and at counters by making the customer and service and selling a priority on every conference call, store visit, and other touch points with the team. Demonstrate Circle of Service selling behaviors personally on the floor or at the counter during visits. Ensure that there is a balanced focus between the delivering the statistical results and how the goals are met through Circle of Service selling behaviors. Ensure that all customer calls, letters or emails are handled in a quick and efficient manner, partnering Customer Experience team as needed. Ensure all training tools are being properly implemented. Attend trainings and seminars to message the importance of them to the team.
Manage team of Kiehl’s wholesale, Kiehl’s Retail and DF&CCO personnel to ensure optimal performance including coaching, counseling, motivating and training. Work closely with Human Resources and Sales leadership on succession planning within territory and across the Kiehl’s organization.
Consistently source and interview candidates for all open positions across designated territory. Build talent pools for future needs. Ensure accurate records on staffing activity are being maintained.
Develop, motivate and train personnel through in-store coaching and development. Provide consistent, specific feedback to store management regarding employee performance, employee turnover and training needs. Ensure all employees are trained on company standards around Customer Experience, inclusive of visual merchandising standards. Work closely with Human Resources and Customer Experience team to ensure standards are being met.
Plan and negotiate product launches and events with appropriate Retail Store and specialty business stakeholders to ensure maximum visual effect and sales performance. Plan, communicate and execute in partnership with respective teams for all in-store events. Monitor on-going stock and display standards to ensure consistency across territory. Escalate and communicate stock needs/concerns with Strategic Planning Directors and Retail Operations team appropriately.
Responsible for the management and budget control of scheduling approved by FTE; utilizing the STAR ratio metrics available through shopper trak for scheduling optimization. Maintain responsibility for inventory control.
Section 8: Required Competencies:
1. Achieves Results with Integrity: Conveys energy, focuses on results, acts with integrity
2. Acts/ Leads with Human Sensitivity: Demonstrates respect, develops others, enriches team dynamics
3. Interacts Effectively: Listens and communicates effectively, actively networks
4. Manages Complexity: Reasons from multiple perspectives, makes decisions
5. Innovates: Shows curiosity, imagines creative solutions, promotes team creativity
6. Demonstrates Entrepreneurship: Takes initiative, focuses on customers, improves business performance, develops a vision
7. Displays Sensitivity to the “Métier” of L’Oreal: Focuses on quality, builds knowledge of the beauty business, understands beauty.
Please note: This job description does not list all duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.