Manager, Online Skincare Concierge - La Mer

Company: Est--e Lauder Companies
Location: Covington
Posted on: November 27, 2022

Job Description:

SUMMARY
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 follow-up.
RESPONSIBILITIES
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 follow-up.

Build sales to meet daily service and sales goals/KPI targets through virtual personalized client experiences, video, and live chat.
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 Service Ritual.
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 visit.
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 clients.
Support education of Concierge support team, ensuring all members are fully versed in La Mer products, services, and service/selling techniques.
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.
QUALIFICATIONS
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 consultations.
Extensive product knowledge and skincare artistry skills.
Ability to work independently in an at-home environment, self-motivated.
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