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Customer Experience Coordinator

2 months ago

London, Greater London, United Kingdom Mejuri Full time
About the Role

The Floor Lead is a key member of our store leadership team, responsible for championing exceptional customer service standards, coaching and developing the team, and ensuring day-to-day business operations are expertly executed and maintained.

Key Responsibilities
  • Customer Experience:
    • Enable a memorable and personalized customer service experience that focuses on building a connection to the Mejuri brand and strives to exceed customer expectations.
    • Expertly execute and coach others to execute our Selling Programs.
    • A product expert, remain informed and knowledgeable of all Mejuri products and latest launches.
    • Assist the team with implementing various customer-centric campaigns and maintaining relationships.
  • Sales:
    • Positively ensure all KPIs within the business are consistently achieved. Take ownership of delivering strong results; focusing on team and individual goals.
    • Maintain operational processes that have a positive impact on sales, decrease spend and enhance the business.
    • Supports the management team to ideate and develop new sales opportunities to drive traffic and engage with our clients.
    • Drive business through clienteling, sourcing new customers, and fostering existing customer relationships.
    • Manage sales floor operations, coaching and providing feedback in the moment to support the sales team.
    • Provide critical insights and make recommendations daily.
  • Operations:
    • Responsible to support all operational workflows & uphold our standard operating procedures including but not limited to: opening/closing the store, managing merchandise, sales floor management, and employee management & ensuring all business requirements are achieved each day.
    • Support all transaction types within our OMNI business including purchases, returns, exchanges, phone sales, BOPIS and BORIS transactions ensuring we exceed expectations with each interaction.
    • Manage inventory tasks including but not limited to shipping & receiving, inventory transfers etc.
    • Work with store management to identify any opportunities to improve the daily operations of the store (ie. systems, tools, processes).
    • Ensure physical store maintenance is upheld 10/10.
  • Visual Merchandising:
    • Partner with the Visual Lead to analyze key performance indicators and monitor stock levels to create a productive sales environment and determine actions steps to improve sell-through.
    • Provide support to Visual Lead during implementation of retail campaigns.
    • Follow up with execution deadlines for key VM initiatives to ensure deliverables are met in a timely manner.
    • Support with the day-to-day maintenance of visual displays and product.
    • Report any damaged display product or tools to the Visual Lead.
    • Provide feedback to Visual Lead relating to gaps and opportunities.
Requirements
  • Experience in a high volume retail environment.
  • Adaptable with the ability to think creatively and quickly.
  • Excellent organization and analytical skills.
  • Critical thinking ability - identify potential challenges and develop action plans.
  • Physical requirements: Ability to stand for 8 hours, lift 50 lbs.
  • Must be able to work outside of regular hours on occasion including evenings, weekends & holidays.