Trinny London Team Leader

Welcome to Trinny London!

Here at Trinny London, we’re changing the face of makeup and demystifying skincare, and we’re only just getting started. Founded in 2017 by Trinny Woodall, Trinny London is challenging people all over the world to rethink their routines. We have achieved tremendous growth since 2017 and we’re proud to be one of Europe’s fastest-growing beauty brands. We’re generating millions of sales by developing innovative products, acquiring hundreds of thousands of supporters and customers all over the world, and more importantly, building a talented and motivated team to support our fantastic growth.

 

Our Values

We live by three core values: we bring fearless passion, we act with smart intent and we all wear yellow together.

We always go the extra mile, working together to push boundaries and celebrate our wins and learnings as a team. We listen to every idea, big or small, and make considered decisions. We support each other to achieve our goals and thrive on collaboration.

 

The Role: Team Leader

Reporting to: Business Manager

 

 

As a brand representative, and leader within the team,  you will lead by example and  maintain a professional appearance and provide positive, approachable interactions with customers and colleagues. Your role focuses on not only delivering exceptional customer service and retail excellence by leveraging expert product knowledge and your experience handling smooth operations, but also supporting the team in the day-to-day running of the counter.

 

Customer Service Excellence

• Greeting all customers on the counter, offering exceptional customer service by understanding customer needs and offering appropriate support and guidance from introduction through to sale.
• Conduct personalised and comprehensive appointments utilising the Match2Me with your customers, building relationships and bringing the Trinny London journey to life by proactively identifying and addressing customers’ requirements, engaging with customers throughout their journey and genuinely making each customer interaction feel personal and valued.
• Begin to identify key customer demographics, returning clients, and sales trends specific to the store’s location and leverage these insights to personalise service and improve customer engagement.

Team Leadership & Support

• Lead, motivate, and support your team to deliver outstanding service and meet targets and performance goals.
• Conduct regular team briefings and check-ins to align with wider counter objectives.
• Act as a source of knowledge for the team, offering guidance and support to team members throughout the day by remaining approachable and available to assist with both customer-related and operational issues.
• Conduct shop floor training with team members focusing on Products, New launches, Service, Selling Techniques and Processes.
• Support onboarding new team members sharing your knowledge and experience, feedback skill gaps to your management team and share with the training team on their visits.
• Ensure that information flows smoothly among team members with transparency and clarity, both upwards towards management and downwards to team members.
• Provide regular feedback on team performance and begin to identify and suggest training needs/gaps to management, ensuring continuous development and alignment with store goals.

Sales and Performance

• As a sales-driven, opportunity seeker, you will seek sales opportunities by engaging with customers on the shop floor, as well as in opportunities such as appointments and masterclasses.
• You will be expected to support your team to meet and exceed sales targets by actively promoting and selling makeup and skincare products through cross-selling and upselling, both individually and by identifying opportunities to elevate your team members to achieve.

Operational Standards

• Ensure that all sections on the counter are well-organised, clean, visually appealing, and sanitised to meet health and safety standards.
• Implement and maintain attractive displays to highlight featured products and promotions.
• Adhere to company policies and procedures, ensuring compliance.
• Maintain punctuality, reliability, and embodiment of Trinny London values.

Expertise & Brand Advocacy

• Consistently model professional behaviour, excellent customer service, and adherence to internal and host store policies.
• Act as a role model by showing confidence and competence in all tasks and interactions, and help team members in developing their own confidence by encouraging their involvement in decision-making and problem-solving.
• We expect you to have advanced artist techniques, with an array of application methods, with the ability and confidence to cater to diverse customer needs.
• You will have a comprehensive understanding of our products, ingredients, and their effects on different skin types.
• Aligning with our values, ‘we all wear yellow,’ you will work collaboratively with your team members to achieve our goals and targets in Retail. You will support and encourage your colleagues, sharing your speciality knowledge in makeup.

About You

• Customer centric mindset – natural flair for building relationships and making customers feel valued, ensuring every interaction is personal and memorable.
• Support teams to succeed, fostering a collaborative and motivated work environment, whilst providing guidance and feedback and on-the-floor coaching to junior team members
• Sales & results driven and KPI-oriented with exceptional selling skills
• Excellent communicator, collaborator, and team player
• Passionate about makeup and customer excellence and enthusiastic to share knowledge and to support colleagues
• Able to identify key performance behaviours and competencies within the team
• Strong prioritising and organisational skills
• Brand advocate – inspiring the team with Trinny London expertise and tailored service