Retail & Operations Manager - Luxe

Job description / Role

The world leader in cosmetics, L’Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men globally. Our ambition is to win over another one billion consumers around the world by inventing the cosmetic products that meet the infinite diversity of their needs and desires through continued digital innovation. L’Oréal supports diversity and sustainable, ethical sourcing for all our products, and we have reduced our emissions by approx. 78% since 2005.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.
When beauty and tech collide, the impossible can happen!

In our journey, we are looking for talented individuals who can lead us on this mission.
Are you passionate about luxury make-up and beauty? Do you have natural affinity with people and enjoy imparting new beauty knowledge? Would you like to be a part of the adventure?

L’Oréal’s Luxury Division is looking for Retail and Operations Manager to join our team to plan and oversee the execution of education programs in line with brand strategy to ensure service excellence. This is a team management role managing a team of offroll supervisors (beauty advisors). You should have a minimum of 9-10 years professional experience in retail operations and training and developing brand related products and services. The location of the job will be in Mumbai.
• Drive Top Line, Hero Products in store via the beauty advisors. Achieve MOM the Offtake plan for the Brand in Value and Volume.
• Managing beauty advisors (BA) - Identifying , hiring, counter allocation and ensuring that the Beauty Advisors are settled in the store with the right knowledge of the brand , expectation from the brand and has operational knowledge
• Ensure store | counter is maintained via the BA basis brand DNA and guardrails.
• Foster and drive efficiently the sell-out through ensuring the best technical mastery of brand products in Stores, implementing international programs
• Develop and maintain tracker such as productivity , SKU level offtake , U/B (unit per bill), AOV (avg order value), ASP (average sale price) etc.
• Develop relationship with external as well as internal stakeholders
• Assure proper brand image, merchandising and excellent customer service in the team
• Develop country’s training program for all Luxe brands, in line with the individual brand marketing plans.
• Plan, design and conduct trainings (both virtually and on site) to beauty advisors
• Impersonate and transmit brand values to the distribution
• Keep an eye on competition and report qualitative feedback from the field - Develop the country’s training program, in line with the marketing plan
• Build and maintain a network of consultants and artists in the beauty business

Requirements

The ideal candidate should:
EMBODY BRAND IDENTIY & KNOWS SELECTIVE BEAUTY UNIVERSE
• Masters fundamental knowledge: products, categories, gestures, sales and service
• Master competition, market, clients, and trends knowledge

DRIVES BUSINESS THROUGH SERVICE & RETAIL EDUCATION
• Elaborates service & retail education plans aligned with business priorities
• Cooperates with internal & external stakeholders guaranteeing consistent customer experience
• Pilots & monitors Retail Education's Efficiency

DESIGNS,TRANSMITS & EMPOWER
• Designs appropriate learning solutions for Customer Experience
• Delivers & transmits Education Contents
• Provides personalized follow-up & coaching
• Animates learning communities with passion

ELEVATES CUSTOMER EXPERIENCE & SERVICE ATTITUDE
• Fosters empathy
• Knows customer profiles & transmits customer centricity
• Continuously elevates services standards and POS execution according to brand specificities
You have:
• Must have experience in Retail store management
• Passion for beauty- skincare, makeup & fragrance knowledge preferred
• Charismatic, good energy level and able to spread strong brand love
• Ability to educate, inspire and coach beauty advisors
• Responsible and dynamic team player
• Excellent presentation and communication skills
• Proficient in Microsoft Word, PowerPoint & Excel

You are …
• Entrepreneurial. Every single day, you spot opportunities to shake things up and change the world for the better, liaison with brand partners and work with their education team.
• Open. To new ways of doing things. To other people’s (sometimes crazy) ideas.
• Respectful. Whether you’re talking to our CEO or a salon owner round the block, you treat everyone the same.
• Responsible. You’ll treat our customers, our consumers and our money as if they’re your own. Because they are.
• Super creative. There’s no blueprint for the future. You’ll have to design it.

About the Company

For more than a century, we have devoted our energy and our competencies solely to one business: beauty. We have chosen to offer our expertise in the service of women and men worldwide, meeting the infinite diversity of their beauty desires. We are committed to fulfilling this mission ethically and responsibly.