Too Faced Cosmetics

  • FSS Operations Manager

    Job Locations UK-London
    Posted Date 3 weeks ago(11/21/2018 1:13 PM)
    Job ID
    Sales - International
    Regular Full-Time

    The FSS Manager is responsible for managing commercial performance, driving sales and delivering customer satisfaction in the Too Faced Free Standing Stores (currently Carnaby Street, Bluewater, Stratford, Oxford), coaching and developing a team of Retail Managers and is accountable for their performance. With them, the Sales Director and Retail Trade Marketing Manager the FSS Manager defines the commercial strategy door by door, sets the objectives and establishes a calendar of retail animations.


    In partnership with the Retail Trainer, they define a training strategy to ensure Sales, Customer Service, Product knowledge and consultation skills are well supported in the area.

    The FSS District Manager collaborates with the Operations team to ensure operational excellence across the area.


    Drive Retail Sales performance

    • Achieve Retail Sales targets for all FSS by leading Store Mangers to achieve their target.
    • Confidently be able to articulate your business performance and Area Strategy to the leadership team.
    • Monitor commercial KPIs and take appropriate corrective actions: in store traffic, conversion rate, IPT, A£S, number of transactions per hour per FTE, productivity per FTE.
    • Set Retail Sales targets for each door (year/month/week), ensuring that the Store Manager breaks these down by day by Consultant. Ensure robust follow up and accountability on achievement is in place daily.
    • Work in collaboration with Retail Marketing, VM, Events, and Education to create and execute a door by door strategy to drive traffic, conversion and cater to the needs of the local consumer.
    • Ensure each Store Manager has created and able to effectively implement a calendar of weekly retail animations, aligned with TOO FACED Marketing calendar, to drive traffic, conversion, and cater to the needs of the local consumer.
    • Lead teams to deliver effective use of social media, leveraging opportunities to drive and protect the business.
    • Approach Mall Operators where applicable to leverage opportunities to animate the store, participate in Mall events and initiatives, leverage Mall space, influencers and (social) media opportunities.
    • Deploy scheduling/staffing process to ensure that store schedules are built in order to maximize sales and productivity.
    • Understand TOO FACED social media, surrounding competition and omni-channel initiatives. Maintaining in-depth knowledge of market trends, demographics and consumer needs / behaviours / reactions.


    Consumer Engagement and Experience

    • Lead all elements of the customer journey and attain the Customer Service goals for the area
    • Cultivate a superior service culture focusing on the customer as our #1 priority. Inspire, motivate and coach Store Managers on all elements 5 Star Customer Service.
    • Ensures excellent customer service is being given at all times in all doors by spending time on the sales floor to observe and seek customer feedback.
    • Hold each Store Manager accountable for the quality of customer Service in their store while maintaining zero tolerance of customer complaints.
    • Work in partnership with the Education team to ensure consultation skills, product knowledge and customer service enables your business at all times.
    • Develop consumer relationship management strategies for store teams across channels to build loyal consumer base. (e.g. process for regular consumer outreach).
    • Analyse footfall and conversion trends by store to ensure the customer experience is optimum at all times.


    Team Management

    • Provide clear goals and expectations. Communicate and engage the team in business objectives. Foster teamwork and team spirit.
    • Train and develop Store Managers. Delegate and empower the management teams to run the business successfully. Conduct ongoing performance reviews and regular team meetings.
    • Drive a culture where teams are developed, reviewed and appraised based on performance goals and KPIs.
    • Hold individuals accountable for their own achievements, performance, behaviours and compliance to policies and procedures.
    • Lead Store Managers to proactively manage performance, attendance and conduct, utilising the appropriate procedures and support.
    • Through Store Managers, ensure that high quality teams are recruited, inducted, retained and developed.
    • Devise a clear succession plan for key roles across the area and actively work on the development of identified individuals towards key roles.
    • Collaborate with the Regional Manager and Trainer to devise training needs assessment to create effective training solutions.





    • Effectively manage the P&L within allocated budgets in order to affect a profitable performance for the area:
    • Audit/approve schedules across all FSS to maximize peak hours sales and support training objectives
    • Manage staffing allocations in line with budgeted targets
    • Complete all account and HR documentation accurately and on time.
    • Lead Store Managers to deliver excellent visual merchandising and hygiene standards at all time (product presentations, display) and review during store visits.
    • Ensure each store maintains and has full and accurate control of Inventory Management procedures and meets company inventory targets.
    • Ensure that all stores adhere to company policies and procedures in H&S and all areas of operational activity, and achieve a minimum overall grading of ‘Acceptable’ during audits.
    • Collaborate closely with the Operations team and local contacts to provide timely maintenance of the premises and ensures a safe, clean and aesthetically pleasing working and shopping environment.
    • Execute new door openings, ensure that timelines are adhered to through effective planning.



    • Inspirational Leader, with proven experience of managing teams
    • Management experience within retail and/or customer service
    • 2+ years’ experience in multi-site management with measurable achievements in a D2C environment
    • Strong people management experience, distance management essential
    • Experience in developing and coaching high performing teams


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