Counter Manager – ‘The Ordinary’ – John Lewis, Oxford Street

Counter Manager (full‑time)We are looking for a full‑time Counter Manager with 2–3 years of management experience, ideally within the fragrance, beauty, fashion or luxury goods sectors, to join our lovely DECIEM counter at John Lewis, Oxford Street.

Responsibilities

• Lead and supervise all store staff, ensuring effective employee relations, performance management, and smooth execution of all operational functions, including sales, merchandising and customer service.
• Lead, recruit and develop a high‑performing team by providing ongoing training, mentorship and motivation to foster a collaborative, customer‑focused and results‑driven work environment.
• Drive business KPIs and sales performance through strategic planning and execution, ensuring alignment with company goals and consistently exceeding performance metrics and profitability targets.
• Manage scheduling and counter coverage, ensuring appropriate zone assignments and full staffing levels to maintain operational efficiency and optimal customer experience.
• Control operational expenses, monitor daily financial processes, and report key issues to the Area Sales Manager as needed.
• Ensure full compliance with company policies in all daily activities, from health and safety standards to operational protocols, including accurate timesheet adjustments in the Nova Time system.
• Deliver ongoing coaching and feedback, promoting continuous development of staff performance and customer service excellence.
• Maintain inventory accuracy, overseeing stock levels and managing weekly orders to ensure counter supplies meet business needs.
• Provide exceptional customer service, warmly welcoming clients, offering expert product knowledge across DECIEM brands, and managing in‑person feedback or complaints professionally.
• Uphold visual merchandising standards, ensuring displays, cleanliness, testers and layout reflect DECIEM’s branding and marketing campaigns, and support local events and initiatives to drive store traffic.

Qualifications and Skills

• Genuine passion for beauty and skincare, paired with a strong customer‑service orientation and enthusiasm for educating others about products.
• Proficient in MS Office, especially Excel and PowerPoint, with keen attention to detail, excellent written and verbal communication skills and a proactive problem‑solving mindset.
• Exceptional organisational and time‑management skills, with the proven ability to multitask, manage conflicting priorities and perform well under pressure.
• Demonstrated leadership experience, including at least 2 years in a people‑management or supervisory role, with the ability to coach, mentor and motivate a team to success.
• Minimum high‑school diploma; additional certifications or relevant work experience considered an asset.

Benefits

• Generous vacation and personal days, plus additional time off for volunteering, voting, peaceful protesting, birthdays and more.
• Six months of paid time off for new parents inclusive of all genders.
• Unlimited access to an Employee Assistance Program that includes mental‑health care, mindfulness programmes and more.
• Access to development grants and a LinkedIn Learning membership.
• First dibs on new products and a generous discount on DECIEM products for you, your family and friends.

Equal Opportunity Employer

DECIEM is an equal‑opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

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