ESTEE LAUDER (VIETNAM) LLC. ★ 3.1

Key Objectives

Sales

1. Achieve sales targets by leading and coaching Beauty Advisor team. Consistently strive to achieve individual / team targets.

2. Set individual sales targets (daily breakdown) and communicate to team. Track and monitor progress through Daily Business Record to ensure target is consistently achieved and where possible exceeded.

3. Guide and drive Beauty Advisors to achieve sales targets via consultations, demonstrations, link-selling and service selling to increase IPT and AUS. To ensure team:

a. Invites every customer for a sit-down consultation.

b. Achieves and maintains IPT of 2.0+ per customer.

c. Conduct follow-up appointments within 7 days of purchase with each new customer to ensure customer satisfaction with products and service experience.

4. Develop and monitor strategies to:

a. Increase customer base

b. Grow market share

c. Address shortfalls in counter’s performance

5. Maintain awareness of competitor’s activities, results and penetration to Jo Malone London.

6. Follow guidelines, direction and feedback given by Store, Sales Manager, or Brand/Commercial Management.

Customer Service

1. Provide excellent customer service to all external and internal customers by demonstrating an understanding of customer’s needs and surpass their expectations.

2. Ensure client registry is managed effectively on a regular basis.

3. Ensure all customer complaints are handled professionally, returns are accepted graciously and proper customer records maintained.

Leadership

1. Responsible for ensuring all counter staff adhere to the Jo Malone London grooming guidelines to project a professional image.

2. Identify and address individual coaching needs for every Beauty Advisor.

a. Initiate coaching for new Beauty Advisors using the Day 1 Education Module, with the assistance of the Education Manager.

b. Provide timely feedback to Beauty Advisor to address any performance or behavior issues. Refer serious / ongoing issues to Area Commercial Executive/Sale Manager.

3. Prepare effective staff rosters to meet needs of the business and communicate to team with reasonable notice.

4. Encourage team awareness of business performance and participate in raising new ideas and ways of doing things to achieve sales target.

5. Communicate marketing plans and promotional information (dates & activities) to all staff. Liaise with Store Management and Visual Merchandising on space, outposts and collateral throughout event.

6. Ensure all store security and company guidelines are strictly adhered to.

7. Coach team to ensure tasks associated with business (Daily Business Records, Daily Sales Sheets, Stocks, Daily Duties etc) are understood by all and shared equally amongst them.

Personal Duties

1. Adhere to the Estée Lauder grooming guidelines and display a professional image.

2. Develop strong relationships with Store Management and Visual Merchandising teams.

3. Effectively manage stock levels through:

a. Analyzing rate of sale, seasonal change and promotional activity.

b. Place additional orders for promotions or out-of-stocks.

c. Ensure correct stock rotation and replenishment.

d. Perform accurate stock-take as directed by Store.

e. Assist Account Executive by preparing stock for return authorization.

4. Ensure all visual merchandising is in accordance with brand guidelines – correct ticketing and stock levels.

5. Complete accurate Daily Business Record within time frame requested by Area Commercial Executive/Sale Manager.

6. Attend and participate in designated training sessions to ensure:

a. Continuous skill development

b. Excellent product knowledge

c. Acquire knowledge of new products and special events.

7. Demonstrate a friendly, enthusiastic and cooperative attitude towards colleagues, store and Estée Lauder management.

• Retail sales experience, minimum 3 years. Ideally within cosmetics, fashion, boutiques.

• Customer service experience, minimum 2 years. Ideally within retail, hospitality or other service-oriented establishments (e.g. restaurants, bank, beauty salons etc).

• Ability to lead and manage a team, minimum 1 year as a team leader.

• Numeric abilities, able to complete basic reporting of figures in a competent and timely manner.

• Required to stand at counter for prolonged periods / during entire shift.

• Flexibility and availability to work retail hours (inclusive of late night and weekend trading.

• Required to adhere to grooming guideline / hygiene standards and wear ELC skincare / makeup / fragrance during shifts.

• Comfortable with touching customer’s skin during consultations.

• Manual handling required – Merchandising and moving of stocks etc.

• Willingness and ability to learn new information.

Personal Attributes

• Results-orientated with high drive to meet objectives and standards. Pursue goals beyond what is required or expected.

• Present self with assurance and confidence. Handles difficult and tense situations with diplomacy and tact.

• Respect and relate well to people from different backgrounds. Attentive to emotional cues and skilled at winning people over.

• Senses other’s development needs and bolsters their abilities.

• Continuously seeks ways to increase customer’s satisfaction and loyalty. Anticipates, recognizes and understands customer’s needs.

• Inspires and guides individuals to strive for success while holding them accountable.

• Models team qualities like respect, helpfulness and cooperation. Promotes a friendly, cooperative climate and keeps other team members in the loop.

• Open to candid feedback, new perspective, self development and takes responsibility for own performance.