Assistant Manager Counter Lead

Role overview

The Counter Lead supports the brand in improving sales performance and market share by keeping the customer experience at the centre of every activity. The role calls for a consistently polished and professional brand presence with both internal teams and external customers.

Key accountabilities

• Represent the brand credibly and professionally at all times.
• Increase sales through active selling, strong service delivery, and high retail standards.
• Work efficiently by following store, brand, and company procedures and guidelines.
• Stay aware of daily and weekly targets and work towards achieving them.
• Take ownership of additional sales channels such as events, omnichannel activity, and digital platforms.
• Track competitor activity and spot missed opportunities.
• Use social media effectively to support business growth while safeguarding and strengthening the brand image.
• Execute the brand strategy and help deliver a strong local action plan.
• Plan and roll out local marketing and event activity in line with retailer initiatives.
• Improve service standards continuously, with a focus on preventing consumer complaints and creating memorable customer experiences.
• Act as a brand ambassador and bring brand values to life in day-to-day work.
• Handle refunds and complaints according to company rules and resolve them satisfactorily, escalating to the Area Manager when needed.
• Use digital tools to keep knowledge current.
• Support consumer recruitment and retention to build a loyal customer base.
• Maintain strong product knowledge so the consumer experience remains industry-leading and needs are met effectively.

Operations

• Plan and maintain high standards across product presentation, housekeeping, displays, messaging, and pricing.
• Review retail standards every day and ensure they remain at the required level.
• Ensure deliveries, stock movement, and related administration are completed within company timelines.
• Complete all auditable processes and administration in line with company guidance, and address any areas of risk.
• Provide accurate information within required deadlines.
• Reduce stock loss by following company security policies and procedures correctly.
• Help maintain a safe working environment for consumers and ensure company and retailer policies are followed.
• Ensure health and safety responsibilities, as well as operational activity, meet at least an "Acceptable" audit grading.

Commercial responsibilities

• Manage day-to-day replenishment and take action where required.
• Improve sales performance by using commercial reports to guide decisions.
• Plan and deliver the visual merchandising setup within guidelines and agreed timeframes.
• Identify stock package issues and take corrective action, escalating to the Area Manager when the issue is beyond direct control.
• Manage promotions and discounts in line with company procedures.
• Spot performance trends and suggest improvements to strengthen product results.

Qualifications

This role suits someone with experience in a busy retail or customer-facing setting, a willingness to develop professionally, commercial awareness, and strong communication, organisation, and prioritisation skills.