Business Manager

Job Description

Contract: Full Time Contract – 37.5hr over 5 days

Roja London is widely recognised as the world’s most niche, contemporary, luxury fragrance house. We create fragrances rich in personality, using luxury ingredients and craftsmanship to tell stories that resonate around the world. Our fragrances trigger emotions and create memories – ultimately becoming an extension of your personality.

The Role: ROJA London FlagshipBoutique Business Manager

As Business Manager of our ROJA London boutique in The Burlington Arcade, you will drive the performance of our global flagship, driving store performance, ensuring luxury brand standards, and delivering exceptional client services.

We expect our Business Manager of the flagship boutique to develop and implement business strategies to grow the account and their teams’ talents and capabilities. While measuring and ensuring the performance of their business is in accordance with brand key performance indicators. While fostering relationships with new and existing customers via clienteling and eventing to grow the account and client base.

Brand Ambassador

• Become a Brand Ambassador by promoting the culture internally and externally and building strong relationships with new and existing clients based on CRM outreach, clienteling and eventing.
• Execute brand visual merchandising per merchandising guidelines, on time.
• Respectbrand expression keeping in line with brand VM guidelines and following product planograms.
• Conduct weekly stock counts to monitor stock levels to prevent stockouts and overstocking, ensuring optimal inventory levels and accuracy
• Collaborate with the Retail ExperienceManager to forecast stock and trade activation demands and align stock levels accordingly
• Report discrepancies, stock risks promptly to brand and retailer management to rectify any issues immediately
• Manage and monitor testers gifts with purchase (GWP), and samples in-line with counter budget, to ensure that these items are accounted for and utilized to drive and grow the business
• Plan and execute trade plan & activations (and promo sites), for a seamless execution from staffing, stock, NSV, site set up and sales performance and sales reporting for a successful launch
• Maintain housekeeping on counter and promo sites; keep clean testers, shelfing and counter space clean, hygiene to be replenished, following the housekeeping protocol before, mid and at the end of each shift. To protect brand integrity and making sure your team follow all protocols
• Follow health and safety protocols to protect yourself, colleagues and clients
• Adhering to all policy and grooming guidelines given by the company and the store(s) in which you work alongside your team
• Be work ready at the beginning of every shift and throughout the day

Customer Service & Clienteling:

• Ensure you deliver the Retail Experience Method alongside your team at all times, developing your teams’ talents and capabilities to achieve all brand KPI’s and sales targets
• Communicate targets, marketing initiatives and measure weekly and monthly performance against those targets and initiatives
• Organise and host regular events and consultations in-store, driven by clienteling and marketing calendar, to boost performance of store.
• Drive revenue. Achieve your daily, weekly & monthly personal and counter targets and brand Key Performance Indicators
• Ensure that daily reports and monthly reports are completed and submitted on time to the Retail Experience Manager and on a weekly acquire retail figures for weekly business reports
• Ensure that daily sales sheets, weekly reports and monthly reports are properly completed and submitted to the Retail ExperienceManager
• Ensuring excellent client experience is always executed and always putting your client’s front of mind
• Be able to deliver the Roja luxury, niche service to every client, via brand storytelling, product knowledge and personalised product application
• Handle client feedback promptly and courteously, reporting to relevant channels
• Know client prospects (quantitative and qualitative to define actions plan)
• Attract and recruit new clients from delivering exceptional clientelling instore, personal network and external partners
• Develop clienteling and client loyalty alongside your team to expand your loyalty base. Capturing 80% CRM data monthly
• Ensure databases and client profiles are up-to-date and contain accurate and relevant data in respect with GDPR regulations

Leadership and Team Management

• Take full direction from management and respond efficiently and promptly to requests and direction
• Always maintain a professional image and attitude as a brand ambassador at all times
• Takes personal responsibility and ownership of the team’s performance and self-development
• Attend all education seminars and complete full onboarding
• Develop a thorough product knowledge
• Keep yourself up to date with brand insights, competitor activity, trends, industry knowledge through self-learning
• Be a team player, helpful and kind and lead by example and develop good working relationships with colleagues
• Time keeping; be respectful of your team being punctual, manage timekeeping within your team
• Ensure rotas are completed and approved 6 weeks in ahead, providing adequate cover to drive promo sites, key activations and peak trading days

Expertise

• Deliver our luxury touch, to every client with an ability to build a rapport with the client to encourage client return and a successful sale
• Introduce the brand story to every client
• Deliver a meaningful consultation, to understand clients’ desires
• Recommending the right product choice, with extensive product knowledge, personalisation and story telling
• Deliver our VIP service, following brand protocols to drive client experience
• Recommend personalised fragrance application and fragrance layering services, allowing clients to experience our products
• Helping the clients to make a product choice and confidentially able to close the sale successfully
• Gift wrapping clients purchase, with care
• Capturing client data, to build personal and counter VIP client base

Key Skills Required:

• Leadership/management experience and leads by example – shows the team what excellent looks like
• Engaged by variety; from engaging with clients, delivering exceptional selling skills, competitor aware, socially savvy, a clear understanding of the trade plan, organisational skills, exceptional housekeeping, with a desire to be the best
• Approachable
• Can engage with clients and drive an effective service
• Effectively communicate with colleagues, retail and the management team
• A good coach that can mentor their team and provide in the moment feedback and encouragement, confident to give developmental feedback
• Analyse figures, trends and assessing sales data
• Confident & comfortable hosting and supporting events, on counter
• Creative and ideas driven
• Empathetic and able to connect instantly with a range of people
• Self-motivated, with a hunger to deliver in all elements of the role
• Has listening skills, to be an effective communicator
• Has high energy with competitive spirit

Experience:

• A minimum of three years of experience in retail, business management, working within a luxury environment, in driving a team to achieve sales success
• Retail experience of managing/selling within a luxury fragrance brand.
• Demonstrated understanding of the luxury fragrance industry is a significant advantage.

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