Service Experience Coach

2 months ago

Horley, Surrey, United Kingdom Jo Malone London Full time

Job Summary:

The Service Experience Coach will be responsible for driving and elevating execution standards of brand service and services primarily through the delivery of the Service Accreditation Programme.

Key Responsibilities:

  • 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.

Business Objectives:

  • 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).

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:

  • May be required to travel for external business meetings.

Requirements:

  • 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.

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