Deputy Manager, Harrods

Overview and purpose of role:

As part of the senior management team, as Deputy Manager you will be instrumental in driving the business performance and leading and coaching a team of Client Advisors in these fast paced, dynamic concessions.

You will lead by example, provide an outstanding customer service experience – highly personalised, efficient and discrete.

You are an excellent ambassador for the Christian Louboutin brand. You are responsible alongside the Concessions Manager, for the buy of the product within your location. Therefore, you will be a commercial and business minded professional.

Key Responsibilities of the role:

Sales and Customer Management

• Proposing and implementing action plans to develop sales for each product category.
• Supporting the achievement of business goals and strategic projects.
• Supporting the implementation and development of initiatives which develop further the clientele database of the store.

People Management and Development

• Managing store staff with the support of senior Management and HR.
• Ensuring the development of motivation, sense of belonging and business involvement of the team.
• Training Client Advisors on new collections and on selling techniques.
• Challenging Client Advisors on seasonal products.

Customer Service

• Ensuring all Client Advisors provide the highest level of customer service.
• Ensuring staff maintains constant client communication through utilising their client books.
• Managing client database and utilise information to increase sales and client contact.
• Resolving all client problems and complaints quickly and effectively.

Store Management

• Managing HR administration (planning, absences etc.) and accurate Payroll delivery each month.
• Ensuring daily and weekly reporting.
• Solving client litigations.
• Performing back office activities such as data entry, inter shop movements, product delivery, daily closures etc.

Store Image Management

• Ensuring correct interpretation and implementation of visual guidelines, keeping store employees up to date about visual issues, and ensuring that best sellers products are displayed, through a close cooperation with the Visual Display Team.
• Taking care of the general look of the store in terms of cleanness, tidiness and efficiency, in order to ensure the best image of products and store, in line with the brand communication and promotion strategy.
• Supporting the products presentation to the highest standards.

Store Operation Management

• Ensuring an economical and operational effective management of the Boutique, in compliance with internal policies and procedures in alignment to the instructions from the Concessions Manager.
• Ensuring an adequate integration and optimisation between front and back-office, by guaranteeing appropriate store resources coverage, and supervising logistics and stock management.
• Ensuring maintenance of inventory accuracy, in line with brand policies and procedures.
• Following-up of daily sales reporting.
• Controlling product quality (management of the defectives and the repairs).
• Controlling the bank deposits reconciliation (bank transfers, cash, credit cards, duty free, funds repositories etc.).

Human Resources

• Recruiting, training, and developing staff ensuring all positions are filled in a timely manner with qualified personnel.
• Supporting, implementing and providing follow-up for all training programs, seminars, etc.
• Continually evaluating the performance of each Client Advisor and provide constant feedback to ensure results.
• Resolving all HR issues in a timely and effective manner, partnering with HR when necessary.
• Ensuring integrity of payroll and the payroll process.
• Ensuring image and grooming standards are professional, reflective of the brand image and adhered to at all times.

Communication & Reporting

• Ensuring smooth and regular reporting and information to Management on turnover, HR matters, accounting, client litigations, events etc.
• Building and maintaining good communication with members of corporate office, mall office and other stores.
• Communicating and supporting brand culture and values within your location and ensure key business messaging is actively cascaded to your team members.
• Manage relationships with external suppliers effectively and foster productive working relationships with all relevant host store stakeholders.

Please note: Colleagues must be comfortable with the physical element of the role, including but not limited to, manual handling, standing for long periods of time and use of ladders as required or any other Health and Safety requirement as covered within the training.

Skills and Requirements:

In order to deliver the main responsibilities of the role, you will need the following skills:

Technical:

• Substantial, proven experience in a luxury retail or service environment.
• Proficient in Microsoft Outlook and Excel.

Soft skills:

• Commercially astute.
• Excellent communication and interpersonal skills – have high quality relationships with both customers and team members resulting in a strong sales record.
• Confident management style with the ability to communicate effectively in all forms and deliver challenging messages positively.
• Highly motivated and committed with a can do attitude – confidently able to meet the demands of a busy concession with enthusiasm, high energy levels and a determination to achieve a strong sales record and drive the business forward as part of the management team.
• Team work and management – able to work effectively and readily preform a wide range of tasks throughout the concession to a high standard.
• Excellent and consistent personal appearance – smart with a sense of individual style.
• Adaptability and flexibility – embracing change and willing to adapt to the needs of the business in order to progress.
• Time management – punctual and reliable, able to confidently multi-task and mange others to complete all duties to the required deadlines.
• Adherence to company policies – strong sense of corporate responsibility; ability to set standards.
• IT/Columbus skills – strong knowledge of company systems.
• Brand awareness – committed to the Christian Louboutin brand and have extensive product and technical knowledge utilised for the benefit of the customer and the concession.
• Creativity – flair for the visual merchandising.
• Problem-solving and decision-making – able to make good decisions.
• Reporting and administration – strong administrative skills.
• Commercially astute.
• Leadership and integrity – able to delegate and manage effectively.

Our Business:

Christian Louboutin opened his first boutique in Paris in 1992. An artist and craftsman with a true passion for shoes, his designs are unique and instantly recognizable, thanks in part to their signature and now trademarked red lacquered soles. The collections for both men and women combine wit, glamour, elegance and technical proficiency like no other. 2014 welcomed the launched of Christian Louboutin Beaute with its first nail colour, Rouge Louboutin. The collection has continued to diversify since then with the launch of lip in 2015, fragrance in 2016 and more recently a wonderful eye collection in 2017. With an extensive range of collections, Christian Louboutin now counts more than 130 boutiques globally.

Our people are at the heart of our brand. We celebrate individuality and allow the freedom to have responsibility, autonomy and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.

Our Values:

We are down to earth – we stand with authenticity, integrity and respect.

We have passion – we drive the business with agility and care and we are committed to excellence.

We have happiness in all that we do – As a team player, we collaborate with positivity, open-mindedness and fun.

We work with inspiration – we envision the future with confidence, creativity and freedom.

If the shoe fits, walk with us…

Diversity, Equity, and Inclusion:

The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our core values we listed above. So, if you also share this mindset and these values and you dream of coloring your soles red as part of the Louboutin adventure, please join us!

*Please note:

By submitting your CV and application information to Christian Louboutin UK Ltd for the above role, you hereby consent to be contacted by email and/or by telephone in relation to this recruitment process by the HR, Northern Europe Team.

Christian Louboutin UK Ltd respects your privacy and your desire to understand how your information will be handled and used. For more information on our how we collect, use and store your information, please refer to our Privacy Notice: http://eu.christianlouboutin.com/uk_en/policy