Service Experience Manager

2 days ago

Horley, Surrey, United Kingdom Jo Malone London Full time

About the Role

The Service Experience Coach 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 and Tasks

  • Ensure teams can deliver our signature high-touch service, both in store and virtually, by providing coaching and feedback.
  • Elevate service standards by executing the Service Accreditation Programme and modelling positive behaviors.
  • Lead on the ground in the ongoing evolution of the brand service strategy through coaching and development of Stylists.
  • Model a coaching culture where everyone receives timely acknowledgement for their successes and feedback on all areas of opportunity.
  • Identify and highlight training opportunities to line manager.
  • Lead by example through exceptional customer service levels and 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 %.

Additional Responsibilities

  • Ensure product knowledge through 100% completion of all relevant e-learning content.
  • 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.

Qualifications and 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 & 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 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.

Language

English

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