Role - Assistant Manager

Location - Harvey Nichols, Edinburgh
Hours - Full Time, 40 hours
Salary - From £27,982.50

Are you ready to rethink your routine? We're looking for an Assistant Buiness Manager to join our sparkling Edinburgh team. As an Assistant Manager and brand representative, you will play a pivotal role in driving the success of your counter and team's development whilst supporting your Business Manager by exemplifying professionalism, exceptional customer service, and effective leadership. In this position, you will lead by example, foster a positive and supportive team environment, and take ownership of day-to-day operations, ensuring the team delivers retail excellence and aligns with Trinny London's values.

Welcome to Trinny London!

Here at Trinny London, we're changing the face of makeup and demystifying skincare, and we're only just getting started. Founded in 2017 by Trinny Woodall, Trinny London is challenging people all over the world to rethink their routines.

We have achieved tremendous growth since 2017 and we're proud to be one of Europe's fastest-growing beauty brands. We're generating millions of sales by developing innovative products, acquiring hundreds of thousands of supporters and customers all over the world, and more importantly, building a talented and motivated team to support our fantastic growth.

Key Responsibilities

Customer Service Excellence

• Set the standard for exceptional customer service by warmly greeting all customers and creating an inviting atmosphere on the counter.
• Deliver personalised and engaging customer interactions, tailoring solutions and advice to individual needs by utilising the Match2Me approach.
• Conduct comprehensive consultations and ensure every customer's journey reflects the Trinny London experience—personal, valued, and memorable.
• Leverage insights into key customer demographics, returning clients, and store-specific sales trends to elevate service delivery and foster deeper customer engagement.
• Act as a customer ambassador, addressing queries and concerns with professionalism while ensuring customer satisfaction remains the team's priority.
• Seek opportunities to reinforce and nurture the relationship with host store managers (where applicable) and act as one of the go-to representatives for the counter, addressing any operational needs or queries that arise. Partner alongside Business Manager with host store leadership on joint initiatives such as promotions and events and demonstrate an understanding of host store's goals and priorities, aligning them with those of Trinny London.

Team Leadership & Development

• Inspire, mentor, and support the team to consistently deliver exceptional service, meet sales targets, and achieve performance goals.
• Organise and lead regular team meetings and daily team briefs ensuring alignment with counter objectives, promotional activities, and operational updates.
• Support Business Manager in handling team conflict, and performance issues utilising the informal HR procedures where appropriate. Liaise with the HR team for support where required.
• Act as a trusted source of knowledge for the team, providing guidance on customer interactions, operational challenges, and product knowledge.
• Facilitate training sessions on new product launches, service techniques, and best practices to ensure the team is equipped to succeed.
• Play an active role in onboarding new team members, sharing expertise, and cultivating a supportive and collaborative environment from the start.
• Play a proactive role in evaluating team performance, identifying training gaps, and implementing performance development plans.
• Provide actionable feedback on team performance, identify skill gaps, and work with management to create development plans for team members.
• Serve as a communication bridge, ensuring clarity and transparency in all messaging between team members and upper management. Confidently and consistently share business and team updates/changes, team recognitions utilising the correct internal communication channels.
• Demonstrate a heightened awareness of team members' experience and feelings, with the ability to anticipate needs, foster a supportive environment, and acknowledge and address concerns proactively. Seeks to strengthen relationships amongst team members.