La Mer’s journey began when Dr. Max Huber suffered burns in an experiment gone awry and set out to create his own destiny. Physicist by day, stargazer and dreamer by night, he hoped to unlock the power of renewal of the sea. Inspired by the oceanic world, Huber fermented nutrient-rich sea kelp with other natural ingredients. 12 years and 6,000 experiments later, Crème de la Mer was born – and Huber’s skin appeared dramatically renewed. JOB TITLE: Expert RESPONSIBLE TO: Counter Manager MAIN PURPOSE: To achieve the personal objectives set down by La Mer and to contribute to the success of the account through the delivery of outstanding customer service To promote and maintain the brand’s image and reputation to the customer KEY RESPONSIBILITIES AND STANDARDS 1. SELL THE LA MER LINE Achieve required retail sales targets set by the Company as communicated by the Counter Manager Be aware of and achieve the targets set by the Company as communicated by the Counter Manager in respect of the daily goal for average minimum sale in units and volume and any other productivity targets Link sell to achieve the average minimum sale targets Work outside the counter whenever possible to recruit new customers to the brand Identify customer needs through the use of open ended questions, using demonstrations where appropriate Close the sale effectively and commit customers to a follow-up visit Put all customers onto the registry system and update existing ones on every visit 2. RESPONSIBILITY FOR GUEST OWNERSHIP PROGRAMME/ LUXURY CLIENTELING Be accountable for developing and managing your own guest relationship and luxury clienteling, using the tools of the replenishment diary and the customer registry card , OCT technology and /or IPhone connections Introduce the Client Profile card, capture the guest’s information, check all data provided and confirm the best way to contact the guest for further services. Attempt to achieve a minimum capture rate of 80%. Check that each guest is a member of current OCT programme and update current and previous history, ensuring that client profile card is always updated Ensure that follow up procedures are completed, including adding guests information into personal replenishment diary, contact by telephone or letter, thank you notes etc. Demonstrate excellent product knowledge, communicating this to the customer to meet their needs 3. PERSONAL GROOMING Maintain high standard of personal grooming as specified by La Mer. Wear make-up at all times and keep hair, shoes and clothes clean and well groomed/presented Wear uniform as required. 4. WORK EFFECTIVELY AS PART OF A TEAM Help colleagues and team efficiency by being flexible and taking on tasks as required Communicate information to the Counter Manager and colleagues Attend weekly meetings held by the Counter Manager Work effectively with store personnel, store management and La Mer staff Maintain high standards of time-keeping on the counter to ensure team efficiency 5. MAINTAIN HOUSEKEEPING STANDARDS Clean counters, tester stands and displays regularly to maintain the La Mer image Merchandise back fixtures and display counters as directed 6. COMPLETE ADMINISTRATION Complete all administration accurately, legibly and on time 7. CARRY OUT OTHER TASKS Carry out any other duties as may be required to support the Counter Manager, the Sales & Education Executive and/or the Company from time to time This may include taking ownership of events both in store and externally and supporting during busier periods of business Please note: the success of your candidacy would be on contingent on completion of the next stage of the recruitment process – requirements of the role & completion of your video assessment. If you require any adjustments to our recruitment process because of a disability or for some other reason, please ensure you contact 0800 917 1399 as soon as possible. Qualifications Previous retail industry/guest services experience is desirable (preferably within beauty) All applicants must be able to demonstrate the ability to provide inspirational, authentic and personalized customer service Ability to work retail hours including days, nights, weekends and special events in a fast-paced work environment Previous experience with retail point-of-sale software is desirable Applicants must be able to provide proof of right to live and work in the country if invited to attend for interview Job: Retail - Store Primary Location: GB-ENG-Heathrow Job Type: Standard Schedule: Full-time Shift: Variable Job Number: 248846 Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.