Virtual Services Business Manager

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

About the role

You act as the ultimate Charlotte Tilbury ambassador by leading and engaging your team with the unique Tilbury vision. You are a dynamic and inspirational Business Manager who is a true coach that helps develop the team to achieve all sales and operational targets. You demonstrate the ability to recruit and train top talent for expert artistry and sales achievements. You are flexible, able to pivot between strategies, and a strong communicator that can guide and support the team to achieve business goals.

You demonstrate inspirational team leadership and commercial acumen; consistently striving for excellence, delivering against profit objectives, and championing the Charlotte Tilbury Beauty culture.

You strive to exceed in all Key Performance Indicators including; footfall and conversion, average order value, customer experience, data capture & social advocacy.

As a Virtual Services Business Manager you will

People Management Accountabilities

• Monthly Rota scheduling
• Payroll budgeting and forecasting (responding to trading conditions)
• Timely review and submission of commission
• Lead and manage the ABM’s, TL, and Virtual Artists; ensuring each person has clear objectives in line with the Sprint review process
• Driving Sales successes through motivation of the team to hit daily and monthly KPI targets
• People Planning: ongoing talent management and succession planning of the team
• Dealing with HR management processes and workplace conflict
• Identify the training needs of the team and provide feedback about advancement in opportunity areas
• Leading & motivating the team through daily briefs, regular scheduled meetings, and performance review 121 meetings
• Ownership of recruiting exceptional talent; managing end to end recruitment processes
• Lead initiatives and actively encourage action plans through Assistant Business Managers to address engagement needs identified from Sprint reviews
• Ensure flawless grooming standards are adhered to on a daily basis

Commercial Accountabilities

• Deliver retail sales in line with forecast and targeted commitments, driving performance and ongoing KPI improvement (new customer acquisition, ATV, return bookings, conversion)
• Identify and capitalise on opportunities to drive Virtual Services awareness, performance, and share across .com and social platforms
• Ensure the best customer experience and service is being delivered; even when you’re not around by embedding the MAGIC service methodology
• Think limitlessly with your plan for the calendar year with special consideration to new product launches, notable holiday dates, and activity/market impacts from the previous year of trade
• Establish and maintain strong relationships with both internal & external colleagues and stakeholders in order to drive the achievement of team and business objectives and goals

Who you will work with

• Reporting to the Digital Marketing Manager and the Head of Digital Partnerships
• Direct reports of Assistant Business Managers, Team Leader, and Virtual Artists

About you

• 5+ years in a management position
• Comfortable managing a team of up to 23 FTE
• Flagship store or international team management
• Proven experience in a similar role (virtual consultation industry and pro make-up scene)
• Strong people focus with a passion for developing teams
• Proven sales experience: target-focused and results-driven
• Solution oriented
• Excellent numerical and analytical skills
• Effective communicator, both written and verbal
• Personable and approachable; able to build rapport quickly
• Self-starter; able to motivate oneself and others
• Comfortable working in ambiguity with a solution orientated mindset
• Structured and organised
• Ability to manage multiple priorities and adapt to changing priorities
• Experience working as a virtual consultant or content creator