Brand Experience Manager London, England
Job description
What will you be doing?
You will influence the execution of all in-store customer touch points, creating inspiring retail theatre in an authentic way through virtual and in-store events and services, social media, marketing and ensuring the consistent delivery of campaigns. This will include working closely with the relevant leadership teams and individual Personal Stylists and Home Design Stylists to deliver outstanding and inspiring customer services. To do this, you will identify and prioritise activity within your responsibilities, agreeing and communicating targets within your shop, leading a programme of work, and managing resources and budgets. You will work with and support senior leaders to deliver the vision consistently throughout the shop.
You will build a network of internal and external stakeholders and utilise insight and information to understand the market, your local customers and the community in which you trade, as well as the strategic direction of the business. You will use this knowledge and network to determine the local strategy regarding customer experience for your shop and the local community in order to create an inspiring shopping experience for our target customers. Everything that you do will be focused on aligning to and driving forward the experience of our customers, making informed, commercial decisions about where and how to focus resource, time and budget.
You will work with other key teams to champion, inspire, coach and train Partners to consistently enhance our customers’ experience, applying your keen eye for detail to look at the shop from a customer perspective and to ensure that every customer experiences the best of our brand. You will influence without authority to impact broadly across the shop, growing knowledge, capability and awareness of how each element of the shop can contribute to outstanding delivery of the brand vision.
You will be an outstanding specialist in people. You will lead and inspire Partners in your shop, to create a culture of empowerment and engagement. You will support the shop lead to create the conditions for Partners to thrive as co-owners and to reach their full potential.
What you'll have :
A passion for customers, putting them at the heart of everything and understanding the Partnership ambition to offer differentiated service and presentation that is aligned to our values.
A strong understanding of Retail, including understanding of our competitors and the wider social, political and economic factors which impact our business.
Good relationship building skills with the ability to build rapport in order to collaborate and build lasting connections.
The ability to identify potential and talent in others, and to enable and empower Partners to grow and develop in capability and knowledge.
Strong skills in influencing and negotiating
What else could you bring?
Creative background in presentation or events
Retail management or front line customer service
Stakeholder management.
Project implementation
Change management
Budget Management experience
