Assistant Store Manager / Store Manager

• Drive the quality of the in-store customer experience and build enduring relationships by communicating and training team on Aesop’s approach to hosting, customer service and consultations
• Provide in-store coaching to team, working alongside them to demonstrate best practice in hosting, consultations, customer service, linkage and product knowledge
• Ensure all team members uphold and demonstrate Aesop’s approach to hosting, consultations, customer service, linkage and product knowledge
• Gather insights from customers, communicating them to Head Office
• Promptly and appropriately resolve any customer complaints maintaining Aesop’s customer service values throughout. Escalate to Head Office if necessary
• Advocate digital channel and contribute to driving a seamless online and offline shopping experience
• Promote facial treatments when conducting customer consultations (where relevant)

• Act as an ambassador within and outside of the company for Aesop’s culture, values and approach
• Drive the quality and standard of brand execution within stores including store environment, product presentation and staff presentation. Coach and train team as required
• Ensure that the customer experience delivered in store is appropriate for the local environment and type of customers
• Implement all marketing and promotional activities to a high standard
• Identify opportunities to build and maintain relationships within local communities to drive brand awareness and sales

• Monitor spend on controllable expenses and take action to minimise costs and increase profitability where possible

• Review daily, weekly and monthly sales and product performance data taking action to improve sales performance
• Confidently discusses store performance with Retail Consultants daily linking behaviour to commercial results
• Implement changes to improve product performance where possible
• Review team performance data taking action to improve sales performance through feedback, coaching and training
• Review space productivity data and take action to maximise productivity and sales performance
• Use Veritas to review store, personal & consultant performance, celebrating success & looking for opportunities.

• Implement customer linkage procedures in line with guidelines, maximizing opportunities to obtain linkage data through team training and coaching
• Work with Business Development Team to identify opportunities to build and develop new and existing business relationships

• Report any issues within store to Head Office including maintenance, cleaning, OH&S
• With team, identify opportunities to improve processes and systems, communicating these to Head Office
• Create rosters, maximizing productivity of labour, and submit on time for review and approval
• Manage security of store, products and team, raising any issues with Head Office
• Implement cash and banking processes in line with guidelines
• Implement all H&S requirements in a timely manner ensuring all risks are managed
• Maintains a clean and ordered store environment across all customer and team areas
• Monitor the online booking system for facial treatments (where relevant)

• Monitor stock levels, ensuring adequate stock levels are maintained
• Implement effective stock ordering and receipt processes to ensure stock is received in a timely and effective manner
• Complete all necessary documentation for Write Offs, monitoring reasons and taking action to reduce Write Offs where possible
• Take action to prevent stock losses, through monitoring, excellent inventory management and stock control, escalating issues to Head Office
• Manage team to prepare for and conduct stock-takes in a timely and effective manner

• Provide a warm welcome to all store visitors, showcasing the Aesop brand, communicating high quality information and delivering excellent customer focus
• Embed the Aesop culture within store through role-modelling the Aesop values, driving awareness of the culture, and participating in team events
• Build understanding of the Aesop culture and values across the team through effective communication and coaching
• Embed the culture into daily practices such as the meticulous upkeep and cleanliness of the store
• Promote consistently high standards of grooming for staff

• Recruit and select team members that align with Aesop’s culture and values and will support store performance, liaising with HR team as required
• Seek to build a diverse workforce that will connect with customers and demonstrate the Aesop values
• Coordinate and contribute to the induction of new team members ensuring its delivered to a high standard of delivery
• Monitor new staff through probation period, escalating any concerns to HR as required
• Build a pool of potential future candidates through effective networking
• Train team members in being able to provide high quality store tours to visitors (Flagship)

• Implement all Consultant training requirements within store to a high standard
• Discuss additional training needs and ideas with manager and regional Retail Training team
• Initiate regular conversations with individual Consultants to discuss performance strengths and opportunities for improvement; at a minimum each quarter or as requested by each consultant
• Provide “in-the-moment" coaching to drive performance and development
• Support Consultants’ career growth through career development conversations and plans
• Build and maintain store succession plans, including identification of further learning needs. Share with manager

• Communicate expected standards and demonstrate desired behaviours
• Drive the performance of individual Consultants through monitoring performance and providing just-in-time constructive feedback. Escalate as required
• Identify and address performance issues through feedback and coaching. Escalate as required
• Work with individual Consultants to agree plan for their development
• Motivate team through, recognising achievements and celebrating successes

• Complete all training provided to support you to perform in your role
• Regularly seek feedback from manager to understand strengths and opportunities for improvement, and agree development actions
• Discuss career goals with manager and agree to plan for long term career development which will build experience and skills
• Proactively look for on-the-job learning opportunities, including participating in store visits and rotations

• Manage employee turnover by contributing to a positive, harmonious and stimulating work environment that builds engagement
• Monitor employee turnover, identifying any trends and taking action as required

• Cascade Head Office communications in a timely way
• Actively support directives from Head Office
• Regularly provide feedback from stores to Head Office
• Maintain effective, regular and Aesop appropriate communication with team and colleagues
• Attend, participate and present in forums and meetings
• Ensure all communications are read, shared and actioned in a timely manner

• Ensure all administrative tasks are completed in an accurate and timely manner
• Monitor the completion of administrative tasks to ensure they are undertaken to the required standard

• Ensure that full care is taken in the performance of all duties in order to protect the health and safety of oneself, fellow employees, visitors and consultants
• Adhere to the Aesop Occupational Health and Safety policy

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