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Jo Malone London - Service Experience Coach - Gatwick Airport - 37.5 Hours, Horley
Client: Jo Malone London
Location: Horley, United Kingdom
Job Category: Retail
EU work permit required: Yes
Job Reference: d3967ae2146f
Job Views: 8
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description:
The Service Experience Coach will be responsible for elevating brand service standards primarily through the delivery of the Service Accreditation Programme.
Responsibilities and Tasks:
* Ensure teams deliver high-touch service both in-store and virtually.
* Elevate service standards via coaching, feedback, and the Service Accreditation Programme.
* Lead the evolution of the brand service strategy by modeling positive behaviors and developing Stylists.
* Foster a coaching culture with timely acknowledgment and feedback, embodying kindness and transparency.
* Identify training opportunities and report them to the line manager.
* Deliver exceptional customer service consistently.
* Achieve KPIs outlined by management, including sales metrics and accreditation percentages.
* Drive retail sales using the 80/20 approach, dedicating 20% of time to selling.
Education Support:
* Ensure 100% completion of relevant e-learning content for product knowledge.
* Follow corporate initiatives, store policies, and procedures.
* Identify and report locally relevant education opportunities.
Additional Responsibilities:
May be required to travel for external business meetings.
Qualifications:
* Experience in in-store and digital education.
* Proven coaching skills and excellent communication abilities.
* Results-driven and action-oriented mindset.
* Strong business acumen with analytical skills.
* Ability to facilitate change and handle interpersonal interactions effectively.
* Extensive knowledge of the retail beauty industry.
* Proven relationship-building skills with stakeholders.
* Brand embodiment of kindness.
* Digital savviness, including social media experience.
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