Job Description

Retail Account Manager
Department: Retail
Employment Type: Permanent - Full Time
Location: John Lewis, Milton Keynes
Description
We are a leading skincare brand offering innovative products and treatments within retail stores. Our mission is to deliver exceptional results and experiences to our customers while fostering a high-performing and collaborative work environment. We are seeking a proactive and results-driven Account Manager to oversee and drive success across retail locations, focusing on sales performance, team development, operational excellence, and sustainability.
Contract Type: Permanent
Weekly Hours: 37.5 hours - flexibility required
What Will You Do?
Sales & Productivity

• Drive sales performance across allocated retail accounts, ensuring stores achieve and exceed sales targets and productivity benchmarks.
• Maximise treatment bookings by promoting services to customers and ensuring treatment rooms are utilised to their full potential.
• Analyse sales trends and KPIs to identify opportunities and challenges, implementing action plans to maximize results.
• Lead by example on the shop floor, engaging with customers to demonstrate products and treatments, and delivering exceptional customer service.
• Plan and execute in-store events and activations to drive customer engagement, boost footfall, and achieve sales goals.

Team Development & Motivation

• Recruit, train, and develop a high-performing retail team, fostering a culture of accountability, excellence, and collaboration.
• Conduct regular one-to-one performance reviews and contribution discussions with team members to provide coaching, feedback, and clear development plans.
• Motivate and inspire the team daily, ensuring high energy and alignment with the company's values.
• Manage absence and performance effectively, addressing challenges proactively while supporting team members to succeed.
• Support new team members through their probationary period with structured training, feedback, and guidance to set them up for success.
• Identify and nurture talent, building a strong pipeline for succession planning and career progression.

Operational Excellence

• Ensure all stock checks are completed regularly, maintaining optimal inventory levels and minimizing shrinkage.
• Oversee stock management across stores, ensuring accurate records, timely replenishment, and adherence to sustainability practices.
• Ensure that merchandising and display standards align with brand guidelines, creating a visually appealing and inviting environment.
• Create and manage rotas to ensure the right people are in the right place at the right time, optimizing customer service and operational efficiency.
• Complete treatments to the highest professional standards, ensuring exceptional customer experiences that reflect brand values.

Customer Experience

• Focus on delivering an exceptional customer journey by ensuring teams are knowledgeable, approachable, and aligned with brand values.
• Monitor and enhance the customer experience from initial engagement to post-purchase follow-up, ensuring customer loyalty and satisfaction.
• Promote treatment services and product recommendations through a personalized and professional approach.

Sustainability Focus

• Contribute to the brand's short- and long-term Sustainability Goals across Climate, Biodiversity, and People pillars.
• Be mindful of the brand's sustainability pledge when ordering testers and professional-grade products, reducing unnecessary waste.
• Plan and execute promotional activities in a sustainable manner, minimizing waste and environmental impact wherever possible.

Relationship Building

• Build and maintain strong relationships with retail partner stores, acting as the key point of contact for brand operations.
• Collaborate with store managers to align on shared goals, address challenges, and optimize the customer experience.
• Act as a brand ambassador, ensuring the brand is consistently represented to the highest standard.

Coaching & Leadership

• Deliver in-store training sessions to enhance the team's product knowledge, customer service skills, and treatment expertise.
• Support colleagues by sharing best practices and fostering a collaborative network across stores.
• Ensure all duties are carried out and actions completed in every aspect of the role to uphold the brand's standards and values.

Qualifications

• Proven experience in retail management, ideally within the skincare, beauty, or luxury sectors.
• NVQ Level 2 in Beauty Therapy or equivalent qualification, with experience delivering professional treatments.
• Strong track record of driving sales and achieving targets in a competitive retail environment.
• Excellent people management skills, with experience in coaching, developing, and motivating teams.
• Confident communicator with strong relationship-building skills across multiple stakeholders.
• Skilled in managing absences, performance issues, team scheduling, and treatment room optimization for maximum impact.
• Passionate about sustainability and committed to aligning with the brand's environmental goals.
• Organized and detail-oriented, with a proactive approach to problem-solving and decision-making.
• Proficient in analyzing sales data and using insights to inform strategies.
• Flexibility to travel between locations and work weekends or evenings as required.

The Perfect Candidate:

• NQV Level 2 in Beauty Therapy or equivalent qualification
• Good level and standard of UK/European education or equivalent
• Experience within a similar retail / store role and industry
• Experience supervising and managing a team
• Proven sales record
• Practical work experience in conducting treatments
• Good level of computer literacy in Microsoft Word and Excel
• Previous experience working with a professional brand

What We Offer You!*

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Bonus/Commission Scheme
• Healthcare Cash Plan (with Dental)
• Private Medical Insurance
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more!

*Some benefit eligibility is based on length of service or contract type

Skills Required