所在地: High Wycombe
国/地域: United Kingdom
Multi-Brand Full Time Customer Experience and Events Manager - John Lewis, High Wycombe (37.5 hours / 5 days per week) - Maternity Cover
Your role is to support your Team Manager in growing the Be Luxe business within your door by providing an exceptional customer journey through SRA-led methods. You will be a role model for customer experience and support your Team Manager in coaching and developing the Be Luxe team.
You will work across all accounts which include Lancôme, Urban Decay, Yves Saint Laurent Beauty and Giorgio Armani & L’Oréal Designer Fragrances to achieve your business objectives. You will work closely with the Operations Manager to ensure cover for key product launches and events in the Be Luxe calendar.
Be Luxe will be a significant driver of retail in your store so it will be important to build a strong relationship with your Store and Department Managers and engage them on the Be Luxe customer experience. You will own the communications for NPS and Mystery Shopper results working alongside with your Team Manager and Area Manager to drive ongoing improvements and share successes across the Be Luxe community.
You will work flexibly alongside your team and support on key trading hours, product launches and peak periods e.g. Christmas/holidays/evenings/weekends.
Lead by example in achieving sales targets while supporting the team to develop and embed SRA behaviours (e.g. empathy, customer service)
Ensure effective customer consultations and events are happening consistently in your store
Work with your Team Manager and Area Manager to develop a Be Luxe retail launch calendar and key priorities by brand/category
Coach team on brand steps of service (SRA) and provide regular feedback
Collaborates across the Be Luxe team to share best practise, success stories and customer service tips
Work with the Team Manager to enhance the selling and customer experience; creatively driving customer relationships both in store and through the use of CRM
Working in partnership with your Operations Manager you will support your Be Luxe team to plan cross-branded events to tie into key promotional launches and NPD. You will role model best practise with your customers and support the team in delivering a Be Luxe “multibrand” customer journey.
In line with Service Retail Academy, you will deliver personalised customer experiences based on understanding and empathy.