Job Summary: The Retail Excellence Manager for the LUXE Division is a pivotal role responsible for driving exceptional retail performance, optimizing field team productivity, and ensuring consistent operational excellence across all L'Oréal Luxe brands. This role focuses on enhancing the customer experience (CXE), fostering talent development for Beauty Advisors (BAs), and implementing best practices to achieve ambitious sell-out targets and improve overall retail efficiency within the Luxe segment. The manager will work in a matrix structure, collaborating closely with Retail Managers and Education Managers from each Business Unit to ensure seamless execution and strategic alignment.

Key Job Accountabilities & Responsibilities:

• Performance Monitoring & Optimization:

• Proactively monitor and optimize the performance of field teams, analyzing key metrics such as sales per door and productivity of each retail door.
• Collaborate closely with Retail Managers of each Business Unit to identify areas for improvement and implement effective strategies.

• Best Practice Sharing & Implementation:

• Facilitate the sharing and adoption of retail best practices across all Business Units within the Luxe Division to drive continuous optimization and elevate overall standards.

• Beauty Advisor (BA) Management & Development:

• Oversee BA headcount management, ensuring optimal staffing levels across Luxe brands.
• Drive the career development initiatives for Beauty Advisors, fostering their growth and skill enhancement.
• Manage compensation frameworks for Beauty Advisors within the Luxe Division.
• Animate BA activities across brands, ensuring consistent execution of monthly BA cycles by Business Unit Retail Managers and weekly Commercial Manager meetings.

• Customer Experience (CXE) Enhancement:

• Champion the drive for Customer Experience Excellence (CXE) across all Luxe brands.
• Ensure that the training calendar is strategically aligned to actively contribute to and increase CXE scores.

• Transversal Training & Upskilling:

• Work in close partnership with the Education Manager of each brand to ensure the successful execution of transversal trainings, including category-specific knowledge and essential soft skills for retail teams.
• Lead the upskilling of retail teams in critical areas such as reporting templates and effective Beauty Advisor management.

• Retail Operations Consistency:

• Guarantee consistency in retail operations and management standards across all stores and brands within the Luxe Division, ensuring a unified and high-quality customer experience.

• System Implementation & Leadership:

• Lead the implementation and adoption of new retail systems and tools, such as MARS and the Gold Retail Dashboard, to enhance data visibility and operational efficiency.

Key Performance Indicators (KPIs):

• Sell-out Performance: Overall sell-out achievement of the Luxe Division, in close collaboration with each Retail Manager in the respective Business Units.

• Customer Experience (CXE) Score: Improvement and maintenance of high CXE scores across Luxe brands.

• Productivity Improvement (Per Door): Measurable improvement in productivity metrics for each retail door.

• Beauty Advisor (BA) Productivity: Enhancement of Beauty Advisor productivity across the Luxe Division.

Qualifications & Experience:

• Bachelor’s degree in Business, Marketing, or related field

• 5+ years of experience in retail management, preferably in luxury beauty or fashion

• Strong leadership, coaching, and team development skills

• Proven track record of achieving sales targets and driving business growth

• Excellent communication, analytical, and organizational skills

• Passion for luxury beauty and customer service excellence

Competencies:

• Business acumen and results-driven mindset

• Leadership and people management

• Customer-centric approach

• Agility and adaptability

• Collaboration and influencing skills