Job Description
Role: Counter ManagerSummary:As the Counter Manager, you are the ambassador of our brand within the department store. You are responsible for driving sales performance, overseeing spa operations, and managing a team of estheticians and brand ambassadors. Through expert product knowledge, refined client service, and strong team leadership, you will elevate the in-store experience, grow the client base, and ensure every touchpoint reflects the prestige of the brand.Key Responsibilities:Team Leadership & Talent Development- Lead, coach, and develop a high-performing team of estheticians and sales associates to achieve individual and counter goals.
- Conduct regular training on product knowledge, luxury client service, and retail best practices.
- Foster a collaborative and supportive team culture rooted in excellence, consistency, and brand integrity.Sales Strategy & Event Execution-Own and manage counter sales projections, business & sales strategy, client experience & team success
- Maximize sales through proactive outreach, personalized clienteling, and strategic event planning.
- Implement retail activations, new product launches, and promotional initiatives that drive traffic and boost conversion.
- Monitor performance KPIs, optimize staffing, and report key metrics to brand and department store stakeholders.Client Experience & Skincare Expertise- Deliver personalized skincare consultations and educate clients on high-performance regimens that align with their skin goals.
- Ensure every guest receives an exceptional experience, whether shopping at the counter or visiting the spa suite.
- Serve as the lead authority on brand positioning, ingredients, and service philosophy—providing a luxurious and informative client journey.Spa Appointment & Treatment Coordination- Oversee the daily schedule and operations of the in-store spa suite, ensuring efficiency, accuracy, and a seamless client flow.
- Manage the booking, confirmation, and follow-up process for facial appointments and treatment services.
- Ensure estheticians are supported with the tools, protocols, and timing required to deliver exceptional treatments.Operations & Visual Merchandising- Maintain an elevated counter and spa environment through meticulous cleanliness, inventory management, and visual presentation.
- Ensure compliance with all health, safety, and operational procedures in collaboration with store management.
- Manage POS transactions, daily opening/closing, and ensure accuracy of reporting and spa appointment records.Experience & Qualifications:- Minimum 3 years of experience in a luxury skincare, spa, or beauty retail environment
- Prior experience managing teams and spa or treatment room operations preferred
- Strong skincare knowledge and a passion for wellness and results-driven services
- Must be available to work a flexible schedule including weekends, evenings, and holidaysCore Competencies:- Leadership presence with the ability to coach, inspire, and hold a team accountable
- High-touch service skills with strong emotional intelligence and discretion
- Sales-driven mindset with clienteling expertise and goal orientation
- Organizational excellence and the ability to manage both service and retail operationsTechnical Proficiency:- Proficiency in appointment scheduling systems, department store POS, and CRM tools
- Comfortable analyzing performance reports and translating insights into action
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