Service Experience Coach
4 weeks ago
Join Jo Malone London as a Service Experience Coach and drive the delivery of exceptional brand service standards across our stores and digital channels. As a key member of our team, you will be responsible for elevating service execution through coaching, feedback, and the implementation of our Service Accreditation Programme.
Key Responsibilities- Service Experience: Ensure teams deliver our signature high-touch service, both in-store and virtually, by coaching and providing feedback to elevate service standards.
- Lead on the Ground: Model positive behaviors, coach, and develop Stylists to drive the ongoing evolution of our brand service strategy.
- Coaching Culture: Foster a culture where everyone receives timely acknowledgement for their successes and feedback on areas of opportunity, embodying our brand core values of kindness and transparency.
- Training Opportunities: Identify and highlight training needs to line managers to ensure our teams are equipped to deliver exceptional service.
- Lead by Example: Deliver exceptional customer service levels, setting the standard for our teams to follow.
- Achieve KPIs: Meet all Key Performance Indicators (KPIs) outlined by Brand Manager/Retail Operations Manager/Boutique Manager, driving sales and productivity.
- Measure Education Success: Track education success through pre-agreed KPIs, such as sales, AUS/UPT, % Tasting Bar Services, Conversion %, and Accreditation %.
- Drive Retail Sales: Utilize the 80/20 approach, dedicating 20% of time to selling and driving retail sales.
- Product Knowledge: Ensure 100% completion of all relevant e-learning content to maintain product knowledge.
- Corporate Initiatives: Ensure teams follow corporate initiatives, store policy, and procedures, including Retail Operations guidelines, hygiene protocol, and others.
- Local Education Opportunities: Identify locally relevant education opportunities and highlight these to Brand Manager/Retail Operations Manager/Education Executive/Global Education through regular feedback and reporting.
Additional Responsibilities: May be required to travel for external business meetings.
Qualifications:
- 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
Job Type: Standard
Schedule: Full-time
Shift: Variable
Job Number: 249982
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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