Account Manager

Account Manager

Department: Retail

Employment Type: Permanent - Full Time

Location: John Lewis, Westfield Stratford

Description

At ELEMIS, our people are at the heart of everything we do. Founded in 1989, we are a global British luxury skincare brand and proud B Corp. Today, ELEMIS operates across multiple markets, with strong presences in both the UK and U.S., and a growing international footprint.

Our award-winning products and treatments blend nature’s finest botanicals with advanced scientific innovation, delivering high-touch luxury experiences that are thoughtfully tailored to each individual. We welcome applicants of all genders, backgrounds, and experiences, and are committed to creating an inclusive environment where everyone can thrive.

As an Account Manager, you will play a key role in driving strong sales performance and delivering exceptional client experiences on counter. Working closely with your team and retail partners, you will support both treatment (where applicable) and retail performance through client engagement, product expertise, and brand advocacy.

What You Will Do

Drive sales performance

• Contribute to achieving sales targets through strong personal performance
• Use sales insights and feedback to identify opportunities to improve results
• Support initiatives that drive footfall, client retention, and average transaction value (ATV)
• Maximise every client interaction to support overall counter success

Support and develop the team

• Support the team in delivering excellent client experiences and product knowledge
• Provide day-to-day coaching and feedback to strengthen team performance
• Contribute to performance conversations and highlight development opportunities
• Encourage ongoing learning through knowledge sharing and training support
• Foster a positive, collaborative, and inclusive team environment
• Support the smooth day-to-day running of the counter, including rota contribution where needed

Deliver treatment excellence

• Support the delivery of high-quality, results-driven treatment experiences
• Assist in ensuring smooth and efficient operation of treatment areas
• Maintain exceptional standards of hygiene, professionalism, and compliance
• Champion a seamless client journey from booking to follow-up
• Monitor feedback and performance metrics to support continuous improvement
• Collaborate with cross-functional teams to ensure consistent service delivery

Build and nurture relationships

• Deliver personalised consultations and exceptional service experiences
• Build strong client relationships through follow-ups and tailored skincare advice
• Support in-store events and activations to attract and engage clients
• Develop strong working relationships with retail partners and store teams
• Represent ELEMIS with professionalism, building trust with clients and colleagues
• Collaborate with internal teams to support brand initiatives and commercial success

Drive counter and brand excellence

• Maintain high standards of merchandising, presentation, and hygiene
• Support stock management, audits, and accurate product handling
• Contribute to promotional activity and in-store events to drive brand awareness
• Ensure compliance with ELEMIS and partner brand standards

Work sustainably and responsibly

• Support ELEMIS sustainability commitments in all daily activities
• Encourage practices that minimise waste and environmental impact

Who You Are

• Experienced in luxury retail, beauty, or a client-facing sales environment
• A strong performer with a passion for delivering results
• Confident in building client relationships and driving repeat business
• A supportive team player with emerging leadership capability
• Commercially aware with an understanding of KPIs and performance drivers
• A clear and engaging communicator
• Well-organised and able to manage priorities effectively
• Passionate about skincare, client experience, and brand excellence
• Committed to inclusivity and collaboration

What We Offer

• Generous staff discount on ELEMIS products and spa treatments, plus L’OCCITANE Group brands
• Enhanced parental leave policies
• Income Protection and Life Assurance
• 27 days holiday plus your birthday off
• Company pension scheme
• Employee Assistance Programme
• Cycle to Work Scheme, Season Ticket Loan, and service awards
• Structured training in product knowledge, consultation skills, and retail excellence
• Ongoing development opportunities to support career progression
• A supportive, inclusive environment where you can thrive
• The opportunity to build your client base and directly impact business performance

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