Retail Operations Repairs and Maintenance Team Supervisor
Estée Lauder Companies
hace 2 días

About Estee Lauder Companies

ELC (Estee Lauder Companies) is a global leader in prestige beauty that delights consumers with transformative products and experiences, inspiring them to express their individual beauty.

They are the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in 150 countries.

Infused throughout their organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.

From a position of strength, The Estée Lauder Companies (ELC), the leader in prestige beauty products, embarked on the Leading Beauty Forward program, chartered to fuel product innovation and enhance market agility.

A key element of this strategy was the design of a new way to support its suite of 30 brands globally. The company chose Panama as being best suited to establish its new Global Business Services (GBS) operation center.

This new center will initially deliver Finance, Human Resources and Legal services to ELC employees across several geographies and time zones.

Through a new innovative service minded approach, this center will redefine service standards globally at ELC. This new GBS team will provide a one-stop-shop solution for the ELC businesses, supported by new customer engagement insights, new systems, and new reporting.

In addition to delivering exceptional service to the ELC businesses each day, the GBS team will also be responsible for continuously streamlining work in pursuit of growing its service offering in support of achieving ELC’s strategic and business objectives.

New site, new team, new opportunity.

Position Overview

The Retail Operations Supervisor will develop and lead a team of 6 representatives in ensuring our 500+ FSS and 2700+ Counters are physically taken care of in the highest quality ensuring the best delivery of brand image to the consumer within the allocated budget of each brand.

  • Maintain the daily operations of the Retail Operations Repairs and Maintenance Team
  • Ensure that all work orders (approx. 30K per year) are responded to and resolved in a timely manner and on budget.
  • Strive for excellence in execution and monitor
  • Personnel

  • Oversee, manage, coach and develop support representative team to provide high touch service for NA FSS and Counters
  • Develop and maintain daily staffing / shifts inclusive of training / development time, lunch and breaks
  • Update daily staffing based on business need (ie : time changes)
  • Maintain records / schedules of late, sick, vacation days
  • Develop and Maintain policy manual for Retail Operations representatives (ie : performance metrics, work order time management, behaviors / expectations)
  • Understand work order volume to maximize staff scheduling; time zones utilizing the analytics reports
  • On-site personnel development (including PDP’s with input)
  • Develop team to be able to assess work orders and make appropriate decisions based on categories and urgencies.
  • Foster Team building between Support Representatives
  • Review monthly performance with NY Managers and identify needs / gaps
  • Weekly Local Team Meetings, Weekly NY Team Meetings, Conduct 1 : 1 with local team to identify performance wins and opportunities for improvement
  • Operations :

  • With the support of the NY Team, Handle escalation work orders
  • Monitor open work order dashboard to ensure work orders are progressing in a timely manner.
  • Review Pricing and ensure timely bidding process when necessary for larger projects
  • Foster partnership with NY Managers to understand tools, resources provided, pricing, vendor management, vendor scoring and escalations of bad performing vendors.
  • Provide feedback to NY Managers on trends by region, by category (ie. Hvac- lighting) and by design.
  • Partner with Analytics Lead at OneSource
  • Collaborate and share best practices with OneSource groups
  • Contribute to the overall sales of the Region by creating a visually compelling in-store environment for our consumers and sales staff.
  • Additional Requirements

    Minimum years of experience : 4 years.

    Proficient in english and spanish

    Experience in Facilities Management and / or Commercial Construction Industry a must.

    Ability to read construction documents and drawings.

    Ability to negotiate and evaluate construction costs.

    Ability to develop and lead a team to ensure the highest quality and care of our physical retail spaces in North America.

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