Business Manager

Business Manager

Department: Retail

Employment Type: Permanent – Full Time

Location: John Lewis, Oxford Street, London

As the Retail Business Manager for ELEMIS within John Lewis, you will lead and inspire your retail store team to deliver outstanding sales performance and customer experiences. You will take full ownership of the ELEMIS counter, driving growth in both treatments and product sales through strategic leadership, relationship building, and exceptional brand advocacy.

Your ability to motivate the team, manage daily operations, and cultivate meaningful client relationships will be key to elevating the ELEMIS presence. You will be a proactive ambassador for the brand, creating an immersive ELEMIS journey that keeps clients returning and maximizes the counter’s potential.

Key Responsibilities

Own Your Business

• Take full accountability for the ELEMIS counter’s sales performance, ensuring both personal and team targets are consistently met or exceeded.
• Analyse sales data regularly to identify trends, opportunities, and areas for growth; communicate these insights clearly to the team and management.

Lead & Develop Your Team

• Manage, support, and coach your team to consistently deliver outstanding client experiences, deep product knowledge, and treatment excellence that align with both ELEMIS and John Lewis standards.
• Conduct formal performance reviews in line with company processes to evaluate team members’ achievements, identify development needs, and establish tailored training plans to close any gaps.
• Encourage a culture of continuous learning by facilitating ongoing product knowledge updates, treatment technique workshops, and soft skills training to empower the team to deliver excellence.
• Monitor team morale, motivation, and engagement closely; proactively address any performance issues through supportive action plans, mentoring, and recognition of strengths.
• Foster a motivated, positive team culture that embodies John Lewis’s commitment to service and the ELEMIS brand philosophy, championing collaboration, accountability, and a shared passion for beauty excellence.

Treatment Excellence

• As the Business Manager of Treatment Excellence at John Lewis, you will support in delivering exceptional standards across all treatment experiences, ensuring they align with John Lewis’ reputation for luxury, innovation, and client satisfaction.
• Client Experience Oversight: Champion a seamless, personalized client journey from booking to post-treatment follow-up, helping resolve client concerns and encouraging brand loyalty and repeat visits.

Build & Nurture Client and Partner Relationships

• Deliver tailored consultations and exceptional service that reflects the luxury standards of ELEMIS and John Lewis.
• Drive a clienteling culture that includes personalised follow-ups, skincare journeys, and product recommendations.
• Plan and support exclusive events and activations to attract new clients, increase engagement, and elevate the ELEMIS brand experience.
• Establish and nurture strong relationships with the John Lewis leadership team, acting as a key liaison to align Elemis’ brand goals with John Lewis’ strategic vision.
• Proactively identify networking opportunities within the John Lewis business to elevate brand visibility, drive collaborative initiatives, and secure premium placement and exposure.
• Collaborate cross-functionally with internal teams and John Lewis counterparts to co-create luxury experiences and drive commercial success.

Counter & Brand Excellence

• Maintain impeccable standards of hygiene, presentation, and merchandising, ensuring the ELEMIS counter reflects luxury and professionalism at all times.
• Oversee stock management including weekly/fortnightly stock checks, discrepancy resolution, and accurate handling of customer returns.
• Lead the planning and delivery of promotional and PR activities to elevate brand awareness and sales impact within John Lewis.

Sustainability Commitment

• Embed ELEMIS’ sustainability goals into all operational decisions, from tester ordering to promotional planning, minimizing waste and environmental impact.

Skills, Knowledge and Expertise

• Proven leadership experience within luxury retail or professional beauty environments
• Strong track record of sales achievement and team management
• Proficient in Microsoft Office (Word, Excel) and retail reporting
• Passionate about delivering exceptional client experiences and building long‑term relationships
• ELEMIS treatment and product knowledge (training provided)

Benefits

• 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)
• 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

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