OVERVIEW

Perfumer H is looking for a Counter Manager to lead our team at Selfridges London, representing the brand within one of the world’s most iconic department stores.

This is an exciting opportunity to join Perfumer H at an important point in our growth, taking responsibility for our Selfridges counter and establishing a distinctive expression of the brand within the store.

The Counter Manager will be passionate about retail and the customer experience, with an exceptional eye for detail and high standards. Leading with a people-first mindset, they will inspire and develop their team, creating a positive, enthusiastic and high-performing culture.

As a key ambassador for Perfumer H, they will deliver the brand experience within Selfridges, build strong relationships with the wider store team and bring a strong understanding of fragrance, beauty and the evolving luxury retail landscape.

KEY REQUIREMENTS

• 1+ years' management experience within a retail environment.
• Experience within a department store, concession or luxury retail environment is preferred.
• Ability to create a high-performing team culture, with strong standards and a people-first approach.
• Strong understanding of how to create an exceptional customer experience within a fragrance-led retail environment.
• A genuine interest in fragrance, beauty, design and the evolving luxury retail landscape.
• Excellent organisational skills, with the ability to prioritise, adapt and respond confidently to changing situations.
• Commercially minded, with an understanding of sales performance, targets and priorities.
• Confident in building strong relationships with key stakeholders, both within Perfumer H and Selfridges.
• Excellent communication and interpersonal skills, with a high level of emotional intelligence.

SPECIFIC AREAS OF RESPONSIBILITY

Team Management

• Create a positive, supportive and high-performing team culture.
• Coach and develop the retail team across sales, product knowledge, customer experience and company standards.
• Set clear goals and objectives, empowering the team to take ownership and deliver results.
• Manage performance, reviews and employee relations in line with company guidelines.
• Work with the Director of Education and Learning to identify training and development opportunities.
• Manage rotas and support recruitment, ensuring the counter is appropriately staffed to deliver excellent service and sales.

Counter Management

• Take responsibility for counter sales targets and KPIs, identifying opportunities and actions to drive performance.
• Maintain strong stock management, ensuring availability and resolving shortages promptly with the Operations Manager.
• Complete required sales, customer and visual merchandising reporting.
• Ensure the counter is consistently presented in line with Perfumer H visual merchandising guidelines and brand standards.
• Build strong relationships with Selfridges management and the wider store team.
• Maintain a strong understanding of the fragrance and beauty landscape within Selfridges and the wider luxury retail market.

Customer Experience

• Create a warm, thoughtful and personal customer experience that reflects Perfumer H.
• Ensure every customer is welcomed with warmth and openness, with our products, their provenance and the Perfumer H story communicated thoughtfully and with confidence.
• Lead by example on the counter, demonstrating exceptional service, product knowledge and attention to detail.
• Understand customer behaviours, market trends and surrounding brands, sharing relevant insights with the wider business.
• Use customer and commercial insights to identify opportunities for continued retail growth.

The Store Manager is a passionate and inspiring retail leader who sets the standard for the Perfumer H experience at Chiltern Street.

Leading from the shop floor, they will create an environment where exceptional service, product knowledge and genuine customer relationships sit at the heart of everything we do. They will have an instinctive understanding of luxury retail and recognise that attention to detail, warmth and discretion are equally important in creating an exceptional experience.

They will lead, motivate and develop the store team to achieve both individual and company objectives, creating a positive and high-performing culture where people feel supported, accountable and engaged.

Commercially minded and highly organised, the Store Manager will take ownership of the day-to-day running and performance of the store, using sales performance, customer insight and their knowledge of the local retail landscape to identify opportunities for continued growth.

As a key ambassador for Perfumer H, they will embody the values and culture of the house and ensure these are reflected consistently across the team, store environment and customer journey.

KEY REQUIREMENTS

• A minimum of 1 years' management experience within a premium or luxury retail environment, ideally within fragrance, beauty or a similarly service-led category.
• A genuine passion for fragrance, craftsmanship, luxury retail and exceptional customer service.
• A strong and visible leadership style, with the ability to inspire, coach and develop a high-performing retail team.
• Commercially minded, with confidence interpreting sales performance, setting objectives and translating business insights into action.
• A strong understanding of clientelling and the importance of developing long-term customer relationships.
• Excellent attention to detail and a strong appreciation for visual presentation and the overall store environment.
• Highly organised, with the ability to prioritise effectively and confidently manage the varied demands of a busy retail environment.
• An agile and solutions-focused approach, with the ability to respond calmly and effectively to changing priorities and in-the-moment situations.
• Strong communication and interpersonal skills, with the confidence to build effective relationships with colleagues and stakeholders across the business.
• An understanding of the luxury fragrance and beauty landscape, including evolving customer expectations, competitors and industry trends.
• Comfortable working with retail systems and Microsoft Office, including Excel.
• Flexibility to work across a full retail schedule, including weekends.

KEY RESPONSIBILITIES

TEAM LEADERSHIP & DEVELOPMENT

• Lead by example, creating a supportive, collaborative and high-performing culture within the Chiltern Street team.
• Maintain a strong presence on the shop floor, setting the standard for customer service, product knowledge, presentation and professionalism.
• Coach and develop the team across sales, clientelling, product knowledge, customer experience, company policies and operational standards.
• Set clear individual and store objectives, ensuring the team understands expectations and is empowered to deliver against them.
• Conduct regular one-to-ones, performance conversations and annual and mid-year reviews for direct reports.
• Identify development opportunities within the team and work collaboratively with the Head of Education to support ongoing training and development.
• Manage performance and employee relations matters appropriately and consistently, with support from the wider business where required.
• Effectively delegate responsibilities across the team and follow up to ensure high standards are consistently maintained.
• Manage store rotas effectively, ensuring appropriate coverage in line with trading patterns, customer needs and commercial objectives.
• Support retail recruitment, onboarding and training to build and retain a knowledgeable, engaged and high-performing team.

COMMERCIAL & STORE MANAGEMENT

• Take ownership of the commercial performance of the Chiltern Street store, driving sales while maintaining the highest standards of customer experience.
• Work closely with the Global Head of Sales to establish store objectives, targets and priorities.
• Monitor sales performance and KPIs, identifying opportunities, risks and appropriate actions to support continued growth.
• Take responsibility for store budgets and proactively address any significant variances or areas of underperformance.
• Maintain an excellent understanding of the Chiltern Street customer, local area, surrounding businesses, competitors and wider luxury retail landscape.
• Translate customer and commercial insights into meaningful actions that support store and business growth.
• Ensure all store reporting is accurate, relevant and completed within agreed timelines.
• Oversee stock management, ensuring appropriate stock levels are maintained and shortages or discrepancies are resolved promptly in collaboration with the Operations team.
• Ensure all operational processes, company policies and procedures are consistently followed.
• Maintain exceptional standards across the store environment, ensuring the space is always presented in accordance with Perfumer H's visual and aesthetic standards.

CUSTOMER EXPERIENCE & CLIENTELING

• Ensure every customer receives a warm, personal and memorable Perfumer H experience.
• Lead by example in building genuine customer relationships and developing a strong clientelling culture within the store.
• Ensure the team can confidently and thoughtfully communicate the Perfumer H story, Lyn Harris's creative vision, product provenance and the craftsmanship behind the collection.
• Develop a strong understanding of the store's existing and potential customer base, using customer insights to identify opportunities for retention and growth.
• Encourage meaningful customer data capture and follow-up, ensuring clienteling activity feels personal, relevant and aligned with the Perfumer H approach.
• Maintain an in-depth understanding of customer behaviours, feedback and evolving expectations, sharing relevant insights with the wider business.
• Continually look for opportunities to elevate the in-store experience while preserving the intimacy, warmth and individuality of Perfumer H.

EQUAL OPPORTUNITIES

Perfumer H is an equal opportunities employer. We are committed to creating an inclusive working environment and do not unlawfully discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or any other characteristic protected by law.

Please let us know if you require any reasonable adjustments at any stage of the application or recruitment process.

To apply, please send your CV and cover letter to careers@perfumerh.com.

OVERVIEW

This is an exciting opportunity to join our luxury retail team in London. As a Retail Assistant, you are naturally passionate about delivering an exceptional customer experience, with an infectious eye for detail and unwavering standards.

Your high emotional intelligence allows you to connect deeply with clients, providing exquisite service that cultivates loyalty. While working towards individual targets, you'll thrive in a collaborative team environment where collective success is celebrated.

With a strong knowledge of the fragrance and beauty industry, you effortlessly convey your passion for the Perfumer H brand, inspiring customers through your expertise and enthusiasm.

KEY REQUIREMENTS

• Deliver "best in class" customer service to grow a client base.
• Supporting the Store Manager to ensure the best visual standards within your store to create an exciting environment for your customers and team.
• Monitor stock and product levels in store.
• Keep up to date with product knowledge to ensure you are knowledgeable and offering the best styling advice to your customer.
• An agile mindset that can adapt to new challenges and 'in the moment' situations.
• Knowledge of enhancing the consumer experience in a fragrance led retail environment.
• Keen interest in upcoming trends within Fragrance and Beauty Retail, especially in the luxury market.
• Excellent organisational skills, ability to multi-task, prioritise efficiently and achieve deadlines.
• Excellent communication and interpersonal skills.
• Experience in a retail environment.
• Being bilingual or multilingual is a bonus.

CURRENT OPPORTUNITIES

We are currently recruiting for the following positions across our London retail team:

Full-Time Retail Assistant – Chiltern Street

Join our passionate team on Chiltern Street, working alongside a close-knit group to deliver an exceptional luxury retail experience in one of Perfumer H's London stores.

Full-Time & Part-Time Retail Assistants – Selfridges London (Opening August 2026)

We are delighted to be opening our new Perfumer H concession in Selfridges this August and are looking for passionate fragrance enthusiasts to join us on this exciting journey. This is a unique opportunity to be part of a brand-new launch, helping to establish Perfumer H within one of the world's most iconic department stores while delivering the exceptional service and craftsmanship our brand is known for.

Perfumer H is a British niche luxury fragrance and lifestyle House experiencing strong growth and expanding worldwide, following the creative vision of British Perfumer and Creative Director, Lyn Harris, who gives uncompromising insight to her craft through the creation of beautiful, unconventional fragrances and campaigns. 

Beyond our network of 7 owned stores in the UK and France, Perfumer H is also present through carefully selected department stores and luxury retail partners worldwide including concessions in Liberty (UK), Selfridges (UK), Le Bon Marche (FR) and Isetan (JP) 

The UK remains our number one market, with Asia fast becoming our 1st region through a combination of strategic distribution partnerships that include stores in Shanghai, Seoul, Hong-Kong and Taipei, with new openings scheduled for 2026.

CULTURE

At Perfumer H you have the chance to be part of something special. Having the unique opportunity to make a difference, build a brand and bring it to new markets. 

A place where you can be your true authentic self and bring your unique talents to the table.

Whilst experience is important, alignment to our values and mindset is even more so:

- Creative first – all departments follow and amplify the creative vision of founder Lyn Harris.

- Be An Entrepreneur – We rechallenge the status quo, take decisions, innovate, find solutions and move fast with an entrepreneurial spirit.

- Break All Boundaries - We throw out the rule book for full freedom to innovate and stand out.

- Be Yourself – Our team is very authentic, speak their mind and share their ideas.

- Grow Together - We are in it together - learning, sharing and growing so that we succeed as one.

Ready to build Perfumer H by our side? Then you’re in the right place.

 MISSION

We are seeking an experienced luxury retail, clientelling and CRM specialist to design and implement a seamless omnichannel CRM and clientelling programme in order to increase customer lifetime value, repeat purchase and VIP engagement across our stores in the UK and France first, and Asia as a second step.

Working closely with Marketing and Digital, and ultimately Regional Markets, the role will build the CRM strategy and digital tools, lead and coordinate CRM and clientelling communications, and train Sales Associates.

The role will support the development and implementation of scalable clienteling and CRM frameworks, CRM best practices, and client engagement strategies to deliver a consistent and elevated client experience across our stores and online, alongside training and supporting our retail teams.

Key areas of focus will include:

• Client Engagement and Activations

• CRM & Clienteling best practice, including customer segmentation

• Reporting (including creation of KPI dashboards), Insights and Performance Management

 Deliverables:

• CRM Strategy document

• Segmentation

• VIP Program

• Clienteling Playbook and integration

• Contact cadence

• Store Training 

• KPI’s dashboard

• CRM governance and reporting framework

The mission should be structured as follow: Discovery, Strategy, Pilot, Rollout and training.

Success will be measured through improvements in:

• CRM capture rate

• Repeat purchase

• Customer Lifetime Value

• Appointment conversion

• Average Order Value

• Clienteling generated sales 

Required Experience:

• minimum 5 year’s experience in international luxury retail 

• CRM leadership

• Clienteling programmes

• Omnichannel experience preferred

• International rollout

• Store training

This role is not about implementing traditional CRM campaigns. It is about creating one of the world's most distinctive luxury clientelling program, translating the unique creative vision and personal approach of founder Lyn Harris into scalable client experiences across every market.

INTERESTED?

If you’re interested in working with us on this exciting project and have the relevant luxury CRM and clienteling experience, we’d love to hear from you.

Please send your CV and a brief introduction outlining your relevant experience and availability to careers@perfumerh.com.