Jo Malone London

**The Service Experience Coach will hold accountability for driving and elevating execution standards of brand service and services primarily through the delivery of the Service Accreditation Programe.**:
**Responsibilities and Tasks** Service Experience**:

- Ensure teams can deliver our signature high-touch service, both in store and virtually.
- Elevate service standards through coaching/feedback and the execution of the Service Accreditation Programme.
- Lead on the ground in the ongoing evolution of the brand service strategy through modelling positive behaviors, coaching and development of Stylists
- Model/lead a coaching culture where everyone receives timely acknowledgement for their successes and feedback on all areas of opportunity, fully embodying our brand core values of kindness and transparency
- Identify and highlight training opportunities to line manager.

**Sales & Productivity**:

- Lead by example through always delivering exceptional customer service levels.
- Achieve all KPI’s as outlined by Brand Manager/Retail Operations Manager/Boutique Manager.
- Measure education success through pre
- agreed KPI’s, such as sales, AUS/UPT, % Tasting Bar Services, Conversion %, Accreditation %.
- Drive Retail Sales utilizing the 80/20 approach (20% of time will be dedicated to selling)
- _Actual KPI Targets to be set in line with Regional / Affiliate goals_

**Education Support**:

- Ensure product knowledge through 100% completion of all relevant e-learning content
- Ensure that the teams follow corporate initiatives and store policy and procedures, including the Retail Operations guidelines, hygiene protocol and others.
- Identify locally relevant education opportunities and highlight these to Brand Manager/Retail Operations Manager/Education Executive/Global Education through regular feedback and reporting.

**Additional Responsibilities and Tasks**:
May be required to travel for external business meetings.
**Qualifications**- Experience in in-store and digital education
- Exceptional and proven coaching skills
- Excellent verbal and written communication skills, both in person and virtually
- Results driven & action oriented
- Excellence in execution
- Business acumen: good analytical and commercial skills
- Able to drive and facilitate change
- Experience in conflict and interpersonal interactions
- Extensive knowledge and experience in retail beauty industry Proven ability to build collaborative relationships with retailers, direct reports and peers
- Exemplifies our brand code of kindness
- Digitally-savvy: presence and experience in social media

**Job**: Retail - Store

**Primary Location**: Europe, Middle East, Africa-GB-ENG-Gatwick

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: Variable

**Job Number**: 246913