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Job Information
The Estee Lauder Companies Jo Malone London - Service Experience Coach - Gatwick Airport - 37.5 Hours in Gatwick, United Kingdom
Jo Malone London - Service Experience Coach - Gatwick Airport - 37.5 Hours
Brand: Jo Malone London
Description
The Service Experience Coach will hold accountability for driving and elevating execution standards of brand service and services primarily through the delivery of the Service Accreditation Programe.
Responsibilities and Tasks 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)
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.
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: Retail - Store
Primary Location: Europe, Middle East, Africa-GB-ENG-Gatwick
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.