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Brand Service Excellence Lead

2 months ago

Gatwick, United Kingdom Jo Malone London Full time
Job Summary

We are seeking a highly skilled Service Experience Coach to join our team at Jo Malone London. As a key member of our retail team, you will be responsible for driving and elevating execution standards of brand service and services.

Key Responsibilities
  • Service Experience:
    • Ensure teams can deliver exceptional customer service, both in-store and virtually.
    • Elevate service standards through coaching and feedback, and the execution of our Service Accreditation Programme.
    • Lead on the ground in the ongoing evolution of our brand service strategy, through modeling positive behaviors, coaching, and development of team members.
    • Model a coaching culture where everyone receives timely acknowledgement for their successes and feedback on areas of opportunity, embodying our brand core values of kindness and transparency.
    • Identify and highlight training opportunities to line managers.
  • Sales & Productivity:
    • Lead by example through delivering exceptional customer service levels.
    • Achieve all Key Performance Indicators (KPIs) as outlined by our Brand Manager, Retail Operations Manager, or Boutique Manager.
    • Measure education success through pre-agreed KPIs, such as sales, AUS/UPT, % Tasting Bar Services, Conversion %, and Accreditation %.
    • Drive retail sales utilizing the 80/20 approach, dedicating 20% of time to selling.
  • Education Support:
    • Ensure product knowledge through 100% completion of all relevant e-learning content.
    • Ensure teams follow corporate initiatives and store policies and procedures, including Retail Operations guidelines, hygiene protocol, and others.
    • Identify locally relevant education opportunities and highlight these to our Brand Manager, Retail Operations Manager, Education Executive, or 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 and 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 the 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.