Account Manager – John Lewis Stratford

Overview

As an Account Manager in CHANEL’s Fragrance & Beauty division, you will lead a high-performing counter team to deliver exceptional client experiences and maintain brand standards. You will drive retail performance through people development, business planning, and cross-functional collaboration with retailer partners. The role combines coaching, operational excellence, and strategic decision-making in a fast-paced luxury environment. You will shape customer relationships and contribute to CHANEL’s sustainability and growth mission.

Pay / Benefits

• Private Medical Insurance
• Online GP
• Cycle Scheme
• Pension
• Life Assurance
• Retail discounts

Responsibilities

• Lead and develop a high-performing counter team with focus on collaboration and empowerment
• Oversee onboarding, training, product knowledge, and compliant operations
• Set team goals, provide performance feedback, and support career development plans
• Collaborate with Talent Acquisition for full recruitment cycle
• Contribute to business planning, forecasting, promotions, and category development
• Monitor KPIs and drive actions to improve commercial performance
• Proactively recruit clients and support clienteling to deepen relationships
• Collaborate with Retail Development Manager to review counter performance and growth strategies
• Build partnerships with retailer teams for cross-functional alignment
• Manage day-to-day operations including rota, stock, and reporting to retailer systems
• Ensure flawless execution of brand activations, events, and in-store campaigns
• Uphold brand standards for grooming, presentation, and environment
• Set expectations for client service excellence and elevate client interactions with the brand

Key requirements

• Proven leadership experience in a luxury or premium retail environment, ideally beauty/fragrance
• Ability to coach a diverse team and foster collaboration
• Passion for creating memorable, client-centric experiences
• Strategic thinking with strong commercial awareness and decision-making
• Solution-focused approach in a fast-paced and evolving environment

• collaboration
• empathy
• client-centric mindset
• Forecasting and business planning
• KPI analysis and performance tracking
• Clienteling and customer relationship management in luxury retail

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