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:
1. Ensure teams can deliver our signature high-touch service, both in store and virtually.
2. Elevate service standards through coaching/feedback and the execution of the Service Accreditation Programme.
3. Lead on the ground in the ongoing evolution of the brand service strategy through modelling positive behaviors, coaching and development of Stylists
4. 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
5. Identify and highlight training opportunities to line manager.
Sales & Productivity:
6. Lead by example through always delivering exceptional customer service levels.
7. Achieve all KPI’s as outlined by Brand Manager/Retail Operations Manager/Boutique Manager.
8. *Measure education success through pre- agreed KPI’s, such as sales, AUS/UPT, % Tasting Bar Services, Conversion %, Accreditation %.
9. Drive Retail Sales utilizing the 80/20 approach (20% of time will be dedicated to selling)
Education Support
10. Ensure product knowledge through 100% completion of all relevant e-learning content
11. Ensure that the teams follow corporate initiatives and store policy and procedures, including the Retail Operations guidelines, hygiene protocol and others.
12. 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
13. 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