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Service Excellence Mentor

2 months ago

Horley, Surrey, United Kingdom Jo Malone London Full time

The Customer Experience Development Coach is responsible for enhancing and elevating the execution standards of brand service through the implementation of the Service Accreditation Programme.

Key Responsibilities:

Ensure that teams deliver our signature high-touch service, both in-store and through virtual channels. Enhance service standards through effective coaching and the execution of the Service Accreditation Programme. Take the lead in the continuous evolution of the brand service strategy by modeling positive behaviors and coaching Stylists. Foster a coaching culture where all team members receive timely recognition for their achievements and constructive feedback on areas for improvement, fully embodying our brand's core values of kindness and transparency. Identify and communicate training opportunities to the line manager.

Sales & Performance:

Lead by example by consistently delivering exceptional customer service. Meet all performance indicators as set by the Brand Manager or Retail Operations Manager. Measure educational success through pre-agreed performance metrics, such as sales figures, average units sold per transaction, service conversion rates, and accreditation percentages. Drive retail sales by utilizing the 80/20 approach, dedicating 20% of time to direct selling.

Educational Support:

Ensure comprehensive product knowledge through the completion of all relevant e-learning modules. Ensure adherence to corporate initiatives and store policies, including retail operations guidelines and hygiene protocols. Identify locally relevant educational opportunities and communicate these to the Brand Manager or Retail Operations Manager through regular feedback and reporting.

Additional Responsibilities:

May require travel for external business engagements.

Qualifications:
Experience in both in-store and digital education. Proven coaching abilities. Excellent verbal and written communication skills, both in-person and virtually. Results-oriented and action-driven. Strong execution skills. Business acumen with good analytical and commercial insight. Ability to drive and facilitate change. Experience in conflict resolution and interpersonal interactions. Extensive knowledge of the retail beauty industry. Proven ability to build collaborative relationships with retailers, direct reports, and peers. Exemplifies our brand code of kindness. Digitally savvy with experience in social media.