Client Engagement Specialist
3 weeks ago
The Customer Experience Development Coach is responsible for enhancing and upholding the execution standards of brand service primarily through the implementation of the Service Accreditation Program.
Key Responsibilities:
Ensure that teams are equipped to provide our signature high-touch service, both in-store and online. Enhance service standards through coaching and feedback while executing the Service Accreditation Program. 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 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 KPIs, such as sales metrics, AUS/UPT, % Tasting Bar Services, Conversion %, and Accreditation %. Drive retail sales by utilizing the 80/20 approach, dedicating 20% of time to selling.Educational Support:
Ensure comprehensive product knowledge through 100% completion of all relevant e-learning modules. Ensure adherence to corporate initiatives and store policies, including Retail Operations guidelines and hygiene protocols. Identify local 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, with proven coaching skills. Excellent verbal and written communication abilities, both in-person and virtually. Results-oriented and action-driven with a strong focus on execution. Business acumen with solid analytical and commercial skills. Capable of driving and facilitating change, with experience in conflict resolution and interpersonal interactions. Extensive knowledge and experience in the retail beauty sector. Proven ability to cultivate collaborative relationships with retailers, direct reports, and peers. Exemplifies our brand ethos of kindness. Digitally proficient with experience in social media.
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