Service Experience Coach

2 weeks ago


Gatwick, United Kingdom Jo Malone London Full time
Service Experience Coach Job Description

At Jo Malone London, we are seeking a highly skilled Service Experience Coach to join our team. The successful candidate 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:
  • Service Experience: 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.
Sales & Productivity:
  • 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.

As a Service Experience Coach, you will have the opportunity to work with a talented team and make a real impact on our customers' experience. If you are a results-driven and customer-focused individual with excellent coaching and communication skills, we encourage you to apply for this exciting role.



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