Counter Manager

Summary: 

As the Counter Manager, you are the ambassador of our brand within the department store. You are responsible for driving sales performance, overseeing spa operations, and managing a team of estheticians and brand ambassadors. Through expert product knowledge, refined client service, and strong team leadership, you will elevate the in-store experience, grow the client base, and ensure every touchpoint reflects the prestige of the brand. 

Key Responsibilities:

Team Leadership & Talent Development

• Lead, coach, and develop a high-performing team of estheticians and sales associates to achieve individual and counter goals. 
• Conduct regular training on product knowledge, luxury client service, and retail best practices. 
• Foster a collaborative and supportive team culture rooted in excellence, consistency, and brand integrity. 

Sales Strategy & Event Execution

• Own and manage counter sales projections, business & sales strategy, client experience & team success 

• Maximize sales through proactive outreach, personalized clienteling, and strategic event planning. 

• Implement retail activations, new product launches, and promotional initiatives that drive traffic and boost conversion. 

• Monitor performance KPIs, optimize staffing, and report key metrics to brand and department store stakeholders. 

Client Experience & Skincare Expertise

• Deliver personalized skincare consultations and educate clients on high-performance regimens that align with their skin goals. 

• Ensure every guest receives an exceptional experience, whether shopping at the counter or visiting the spa suite. 

• Serve as the lead authority on brand positioning, ingredients, and service philosophy—providing a luxurious and informative client journey. 

Spa Appointment & Treatment Coordination

• Oversee the daily schedule and operations of the in-store spa suite, ensuring efficiency, accuracy, and a seamless client flow. 

• Manage the booking, confirmation, and follow-up process for facial appointments and treatment services. 

• Ensure estheticians are supported with the tools, protocols, and timing required to deliver exceptional treatments. 

Operations & Visual Merchandising

• Maintain an elevated counter and spa environment through meticulous cleanliness, inventory management, and visual presentation. 

• Ensure compliance with all health, safety, and operational procedures in collaboration with store management. 

• Manage POS transactions, daily opening/closing, and ensure accuracy of reporting and spa appointment records. 

Qualifications:

• Minimum 3 years of experience in a luxury skincare, spa, or beauty retail environment 

• Prior experience managing teams and spa or treatment room operations preferred 

• Strong skincare knowledge and a passion for wellness and results-driven services 

• Must be available to work a flexible schedule including weekends, evenings, and holidays 

• Leadership presence with the ability to coach, inspire, and hold a team accountable 

• High-touch service skills with strong emotional intelligence and discretion 

• Sales-driven mindset with clienteling expertise and goal orientation 

• Organizational excellence and the ability to manage both service and retail operations 

• Proficiency in appointment scheduling systems, department store POS, and CRM tools 

• Comfortable analyzing performance reports and translating insights into action