Jo Malone London Service Experience Coach

Position Summary:
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)
Actual KPI Targets to be set in line with Regional / Affiliate goals

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.

Additional Responsibilities and Tasks
May be required to travel for external business meetings.

Qualifications

Competencies and Skills Required

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-IT-62-Rome
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2312330

This job advertising is addressed to both sexes based on law 903/77 and 125/91, and addressed to people of any age and nationality based on legislative decree N°215/03 and 216/03.