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Job Title: Counter Manager
Reporting to: Global Head of Sales
Location: London, UK
Type: Full time, including weekend working
OVERVIEW
The Counter Manager is naturally passionate about the retail experience, with an attention to detail and standard that is truly infectious. They inspire a culture of enthusiasm for the Perfumer H brand within their retail team, constantly challenging the customer experience and operational standards to ensure they are the very best they can be. They are responsible for delivering the Perfumer H experience within a prestigious department store environment while building strong relationships with the host store team.
This role is based at our new Selfridges London counter, opening in August 2026. This marks an incredibly exciting milestone for Perfumer H as we continue to grow our retail presence, and offers the opportunity to be part of launching our newest location within one of the world's most iconic luxury department stores.
The Counter Manager proactively develops their team to achieve both personal and company objectives by leading with a people-first mindset. They operate with a high level of emotional intelligence, building strong, straightforward relationships that create a high-performing and collaborative team.
They are a role model for the Perfumer H values and demonstrate the culture of the business in everything they do. They have extensive knowledge of the fragrance and beauty industry and can demonstrate an agile way of working that adapts to the evolving luxury retail landscape.
KEY REQUIREMENTS
- Ability to create a high-performance culture (energy, standards, accountability).
- An agile mindset that can adapt to new challenges and ‘in the moment’ situations.
- Can easily assess objectives, understand the priorities and put in place a working schedule that facilitates the successful running of their region.
- Confidently able to articulate business performance and strategy to consumers.
- Knowledge of enhancing the consumer experience in a fragrance led retail environment.
- Keen interest in upcoming trends within Fragrance and Beauty Retail.
- Excellent organisational skills, ability to multi-task, prioritise efficiently and achieve deadlines.
- Confident at building relationships and network with key stakeholders both internally and externally.
- High emotional intelligence - understands team dynamics and customer behaviour.
- Excellent communication and interpersonal skills.
- 1+ years management experience in a retail environment.
- Experience working within a department store, concession or luxury retail environment preferred.
- Ability to build strong relationships with department store management and colleagues.
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SPECIFIC AREAS OF RESPONSIBILITY
Team Management
- Create a culture of support and teamwork that promotes a positive team culture, including in-store and outside activities.
- Supports their management team in all areas of people management, with expert advice and knowledge.
- Coach and develop retail team in all areas of the business (sales / product knowledge / company policy / data capture etc).
- Responsible for human resource related functions, including writing and delivering annual and mid-year reviews to direct reports, supervising the review process, communicating and addressing performance issues, handling disciplinary matters, ensuring that all teams are complying with local and national employment laws and all company guidelines.
- Set goals, incentives, objectives for retail team; empower them to deliver.
- Delegate responsibility and tasks to retail team; follow up on results.
- Collaborate with Director of Education and Learning to identify development needs and create effective development solutions for the retail team.
- Has the ability to guide and advise retail team with the initial steps to take when addressing employee relations matters, including, performance management, grooming standards, punctuality, disciplinary hearings and performance reviews.
- Effectively manage the store rotas and retail recruitment to maximise retail sales whilst remaining focused on having a sustainable, profitable growth mindset.
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Counter Management
- Understands the retail landscape in Fragrance & Beauty and the evolution of consumer shopping trends and needs.
- Full responsibility for counter sales targets and KPIs...highlighting any variances to budget to appropriate personnel, recovering deficit in sales and service.
- Methodical and diligent stock management to ensure all lines are stocked at correct levels and resolve any shortages in a timely manner in collaboration with the Operations Manager.
- Completion of all paperwork reporting: Weekly Sales Feedback, Visual Merchandising Folder, Customer Tracking Sheet, Daily Sales Sheet. Implementation of new reporting as and when is necessary.
- Ensure that the store/counter is merchandised according to VM Guidelines. Consistently adhering to the Perfumer H standard of aesthetics.
Customer Experience
- Provide retail insights for the business to create a compelling consumer experience within prestige, premium and the niche fragrance sector.
- Maintain in-depth knowledge of surrounding competition, market trends, demographics, and customer needs / behaviours / reactions, ensuring relevant commercial feedback is provided to key stakeholders.
- Turn business insights into action plans, resulting in retail growth.
- Ensure every consumer is treated with warmth and openness, with product provenance and Brand narrative expertly and thoughtfully communicated.
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