Service Experience Coach

2 weeks ago


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

Drive exceptional service standards and elevate brand experience through coaching, feedback, and execution of the Service Accreditation Programme.

Key Responsibilities:
  • Ensure teams deliver high-touch service in-store and virtually.
  • Elevate service standards through coaching and feedback.
  • Lead the evolution of brand service strategy through positive behaviors, coaching, and development of Stylists.
  • Model a coaching culture with timely acknowledgement and feedback.
  • Identify training opportunities for line managers.
Sales & Productivity:
  • Lead by example with exceptional customer service.
  • Achieve KPIs as outlined by Brand Manager/Retail Operations Manager/Boutique Manager.
  • Measure education success through pre-agreed KPIs.
  • Drive Retail Sales using the 80/20 approach.
Education Support:
  • Ensure product knowledge through e-learning completion.
  • Ensure teams follow corporate initiatives and store policies.
  • Identify locally relevant education opportunities.

May be required to travel for external business meetings.

Qualifications:

  • Experience in in-store and digital education.
  • Exceptional coaching skills.
  • Excellent verbal and written communication skills.
  • Results-driven and action-oriented.
  • Excellence in execution.
  • Business acumen.
  • 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.
  • Exemplifies our brand code of kindness.
  • Digitally savvy.


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