Manager, Online Skincare Concierge - La Mer
Company: Est--e Lauder Companies
Posted on: November 27, 2022
The Skincare Concierge is responsible for supporting and enhancing
the online consumer experience through virtual consultations,
services, live chat, messaging, and video chat. - This role will be
responsible for end-to-end support of high value online clients,
including on-demand services, chat, order support and ongoing
Conduct personalized virtual services and consultations using
Purposeful Questioning, Positivity and Visualization as key
differentiators for the brand, supported with La Mer tools to
enhance client experience, build sales and drive loyalty.
Serve as main point of contact online for VVIP Waves de la Mer
clients, offering end-to-end support including help with orders,
virtual services and consultations, order tracking and ongoing
Build sales to meet daily service and sales goals/KPI targets
through virtual personalized client experiences, video, and live
Demonstrate the Language of La Mer through product knowledge and
selling skills, including impeccable service, Skincare Artistry,
Mixology, and customized demonstrations, following the La Mer
Listen to and understand client feedback on products, service, and
promotions, providing feedback to Online team and Global Service
Experience and Education team.
Manage client communications, sampling, and other client services
according to La Mer protocols.
Handle client returns/concerns professionally, leveraging as
opportunities to build relationships.
Develop and manage client relationships, using available tools to
offer personalized service and build long term relationships,
adding clients to the system and updating information on every
Use appropriate follow-up procedures, contacting clients via
preferred contact method, personalizing all communication.
Maintain knowledge of website content, features, promotions, and
inventory issues to accurately inform and recommend products to
Support education of Concierge support team, ensuring all members
are fully versed in La Mer products, services, and service/selling
Attend appropriate La Mer education workshops; review education
materials to ensure knowledge of brand, products and services is up
to date at all times.
Adhere to La Mer uniform and grooming uniform guidelines,
reflecting the inherent luxury of the brand.
Always behave as a brand ambassador, maintaining a pleasant, calm,
and composed disposition.
Report and collaborate with La Mer and technology teams to report
errors and issues in a timely manner.
Minimum 3 years of retail experience, including experience with
virtual consultations and services.
Proven track record of excellent client service and demonstrated
virtual service and selling skills.
Excellent written and verbal communication skills.
Confident on camera; comfortable conducting 1:1 video services and
Extensive product knowledge and skincare artistry skills.
Ability to work independently in an at-home environment,
Technically savvy with proficiency in Excel, Word, Outlook, and
knowledge of various Internet browsers.
Ability to work a consistent weekly schedule that includes Saturday
and/or Sunday and evenings.
Available quiet workspace in a closed off area.
We are an equal opportunity employer. Minorities, women, veterans,
and individuals with disabilities are encouraged to apply. It is
Company's policy not to discriminate against any employee or
applicant for employment on the basis of race, color, creed,
religion, national origin, ancestry, citizenship status, age, sex
or gender (including pregnancy, childbirth and related medical
conditions), gender identity or gender expression (including
transgender status), sexual orientation, marital status, military
service and veteran status, physical or mental disability,
protected medical condition as defined by applicable state or local
law, genetic information, or any other characteristic protected by
applicable federal, state, or local laws and ordinances. The
Company will endeavor to provide a reasonable accommodation
consistent with the law to otherwise qualified employees and
prospective employees with a disability and to employees and
prospective employees with needs related to their religious
observance or practices. Should you wish to apply for this position
or any other position with the Company and you believe you require
assistance to complete an application or participate in an
interview, please contact USApplicantAccommodations@Estee.com.
Keywords: Est--e Lauder Companies, Covington , Manager, Online Skincare Concierge - La Mer, Executive , Covington, Kentucky
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