Account Manager – John Lewis Oxford Street

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 uphold the brand image. You will drive retail excellence, coach the team, and manage day-to-day counter operations, strengthening CHANEL’s presence in-store. You contribute to business planning, KPI monitoring, and clienteling to deepen customer relationships. This role offers the opportunity to shape premium experiences within a globally recognized luxury brand and to advance sustainability-focused initiatives.

Pay / Benefits

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

Responsibilities

• Lead and develop a high-performing counter team with focus on collaboration and empowerment
• Oversee day-to-day counter operations, including rota management, stock monitoring, and reporting
• Drive onboarding and continuous training to maintain product knowledge, service excellence, and operational compliance
• Set and review team goals, provide performance feedback, and support career development plans
• Partner with Talent Acquisition for full recruitment cycle
• Contribute to business planning, forecasting, promotions, and category development
• Monitor KPIs to inform strategic actions and improve performance
• Recruit new clients and support clienteling to deepen relationships and loyalty
• Collaborate with Retail Development Manager to review counter performance and growth strategies
• Build partnerships with retailer teams to align cross-functional objectives
• Uphold brand standards for grooming, presentation, and in-store environment
• Lead client service excellence with authentic, empathetic, and expert brand experiences
• Oversee execution of brand activations and in-store events
• Ensure consistent brand standards across the counter and experiences

Key requirements

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

• leadership
• collaboration
• empathy
• forecasting
• KPI analysis
• clienteling

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