Job responsibilities

• Train Beauty Consultants on customer service standards and premium / luxury service principles.
• Deliver training on all stages of the customer consultation process: greeting, needs identification, product recommendation, objection handling, cross-selling, and closing the sale.
• Develop consultants’ sales, cross-selling, and long-term customer relationship-building skills.
• Train consultants to effectively handle objections and challenging customer situations.
• Develop and implement service scripts, consultation standards, and customer interaction scenarios.
• Organize and conduct role-play sessions to strengthen sales and customer service skills.

CRM & Clienteling

• Train consultants on CRM usage, customer profiling, and client database management standards.
• Develop clienteling skills, including post-purchase follow-up, repeat sales, personalized recommendations, and invitations to client events.
• Monitor the quality of client database management and CRM usage by consultants.

Coaching & Performance Development

• Conduct regular assessments of consultants’ knowledge, skills, and overall performance.
• Provide individual coaching sessions and develop personal development plans.
• Conduct regular store visits to observe consultants’ performance and assess the quality of customer service.
• Provide structured feedback and monitor the implementation of corrective actions.

Service Standards & Compliance

• Monitor compliance with grooming, uniform, professional behavior, and customer service standards.
• Monitor consultants’ work discipline in line with established service standards.
• Analyze Mystery Shopper results and develop corrective action plans to improve service quality.
• Ensure consistent implementation of service standards across all points of sale.

Client Experience & Events

• Participate in Client Days, pop-ups, brand events, and other customer-facing activities.
• Monitor service quality during events and provide on-site support to consultants in customer interactions.
• Develop recommendations and initiatives to improve customer experience and strengthen customer loyalty.

Sales Performance Analysis

• Analyze key consultant performance indicators, including Units per Transaction (UPT), Average Transaction Value (ATV), CRM activity, and repeat sales performance.
• Identify improvement areas based on sales results and customer service performance.
• Develop recommendations and action plans to increase sales effectiveness, cross-selling, and overall service quality.

• 3+ years of experience in beauty, luxury retail, training, or sales
• Strong customer service and sales skills
• Experience with CRM and clienteling
• Coaching and team development skills
• Understanding of retail KPIs and performance analysis
• Strong communication and presentation skills
• Fluent Azerbaijani and Russian; English preferred
• Good knowledge of MS Office