Jo Malone London Counter Lead

About Jo Malone London

Jo Malone London is a distinguished British fragrance house, celebrated for its elegant simplicity, unexpected scent pairings and refined gift-giving rituals. As an employer, the brand offers a polished, creative environment where artistry, service excellence and sensorial storytelling are central to daily work. Teams are encouraged to cultivate expertise in fragrance, build meaningful client relationships and contribute to a culture defined by curiosity, collaboration and impeccable attention to detail. With its global presence and heritage of modern British luxury, Jo Malone London provides opportunities for professionals who value craftsmanship, individuality and the pleasure of creating memorable experiences.

Role & Responsibilities

• Support the brand in driving sales turnover and market share through a consistent consumer focus.
• Represent a credible and professional brand image to internal and external consumers.
• Maximise sales through selling, excellent service and strong retail standards.
• Contribute to operational efficiency by following store, brand and company procedures and guidelines.
• Understand daily and weekly targets.
• Maintain awareness of additional sales channels, including events, omnichannel and digital channels.
• Keep up to date with competitor activity and missed opportunities.
• Use social media effectively to drive the business and protect and enhance the brand image.
• Deliver the brand strategy through an effective local plan.
• Plan and implement local marketing and event initiatives aligned with retailer activity.
• Ensure service measures support continual, visible improvement, a zero-consumer-complaints mindset and a culture of surprise and delight.
• Act as a brand ambassador, bringing brand values to life.
• Manage refunds and complaints in line with company guidelines, reaching a mutually satisfactory conclusion and consulting the Area Manager where appropriate.
• Use digital tools to keep knowledge current.
• Deliver consumer recruitment and retention strategies to grow a loyal consumer base.
• Maintain current product knowledge to provide an industry-leading experience and meet consumer needs.
• Plan and maintain excellent standards across products, housekeeping, displays, messaging and pricing.
• Review retail standards daily and maintain them at the required level.
• Complete deliveries, stock movements and related administration within company timeframes.
• Complete auditable processes and administration in line with company guidelines, taking corrective action in areas of risk.
• Fulfil information requests accurately and within deadlines.
• Minimise stock loss by correctly implementing and following company security policies and procedures.
• Maintain a safe working environment for consumers in accordance with company and retailer policies and procedures.
• Ensure health and safety responsibilities and operational activity achieve at least an 'Acceptable' overall audit grade.
• Manage daily replenishment and take appropriate action where needed.
• Use commercial reports to maximise sales performance and inform commercial decisions.
• Plan and deliver visual merchandising layouts in line with guidelines and agreed timescales.
• Identify stock package issues, take corrective action and inform the Area Manager when they fall outside direct control.
• Manage promotions and discounts in line with company guidelines.
• Identify trends and recommend ways to enhance product performance.

Qualifications

• Experience in a fast-paced retail and/or consumer-facing environment.
• Ability to drive personal development.
• Commercial understanding and industry awareness.
• Effective communication, organisation and prioritisation skills.

Skills

Culture

Jo Malone London fosters a refined, creative workplace where British elegance, craftsmanship, and storytelling shape every client and colleague experience. As an employer, it encourages collaboration, individuality, and entrepreneurial spirit, offering teams the opportunity to contribute to a distinctive world of fragrance, luxury service, and sensory innovation.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.