Retail Experience Executive

Scope Of Position

Your role will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.

The Retail Experience Executive is a key ambassador role within Raffles London responsible for delivering an exceptional immersive retail experience that reflects the Houses heritage artistry and innovation. This role is instrumental in elevating the retail and guest journey through luxury service education and operational excellence ensuring every interaction embodies a refined white-glove standard.

Key Responsibilities:

• Act as a true brand ambassador for Guerlain bringing to life the Houses heritage craftsmanship and the symbolism of the Bee through elevated storytelling and exceptional service.
• Demonstrate expert knowledge of Guerlain skincare makeup and fragrance delivering highly personalised consultations and bespoke recommendations to each guest.
• Elevate the overall retail and spa experience by designing implementing and continuously refining SOPs across the Atelier ensuring a seamless consistent and impeccable guest journey.
• Champion a white-glove service culture setting and maintaining the highest standards of presentation attention to detail and client care in line with Raffles London expectations.
• Take ownership of educating and inspiring all Spa Team members delivering structured and ongoing training on Guerlain products rituals and heritage to ensure excellence and consistency across all touchpoints.
• Host and deliver elevated retail events masterclasses and bespoke client experiences positioning Guerlain at the forefront of the Raffles wellbeing offering.
• Drive and exceed retail KPIs with a strong focus on conversion average transaction value and client retention.
• Manage all retail operations including stock takes stock checks stock control ordering and replenishment ensuring accuracy and optimal availability at all times.
• Oversee the ordering and management of testers ensuring all displays are pristine complete and aligned with Guerlain standards.
• Maintain exceptional visual merchandising ensuring the Atelier reflects a refined luxurious and on-brand environment at all times.
• Build and nurture meaningful client relationships capturing and leveraging CRM data to personalise service and encourage long-term loyalty.
• Provide concierge support including handling telephone and email enquiries managing bookings and delivering a seamless end-to-end guest experience.
• Support operational needs across the wider spa offering flexible coverage in other areas to ensure smooth daily operations and service excellence.
• Support and lead spa and membership events ensuring a seamless integration of retail within the broader Raffles experience.

The ideal candidate has a deep passion and knowledge for skincare make-up and fragrance. They are a confident communicator natural educator and refined host with the ability to inspire both clients and colleagues. With a meticulous eye for detail and a strong commercial mindset they thrive in a luxury environment where storytelling service excellence and performance are seamlessly combined to deliver a truly exceptional guest experience.

Qualifications :

Qualifications Skills & Experience

Essential

• Proven experience within luxury retail beauty or spa environments ideally within a premium or heritage brand.
•  In-depth knowledge of skincare makeup and fragrance.
•  Demonstrated success in achieving and exceeding retail KPIs with strong commercial awareness and sales performance.
•  Experience in delivering training or coaching team members with the ability to confidently educate and inspire others.
• Previous experience hosting events masterclasses or client activations within a luxury or client-facing environment.
• Strong understanding of luxury service standards with experience delivering or supporting a white-glove guest experience.
• Experience in stock management including stock takes ordering and inventory control.
• Confident in managing client relationships with experience using CRM systems to personalise service and drive retention.
• Excellent communication skills both written and verbal with experience handling telephone and email enquiries and bookings.
• Highly organised with strong attention to detail capable of managing multiple priorities in a fast-paced environment.
• Flexible and collaborative approach with willingness to support

Desirable

• Previous experience within a luxury hotel environment working with LQA Forbes 5* or equivalent standards.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises by strict adherence to existing laws statues and applicable ordinances and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Disclaimer

• The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities duties and skills. Additional duties may be assigned and requirements may vary from time to time in particular during special project periods. You may also be required to work in another position and another department from time to time dependent on the needs of the business and within reason.
• Please note that this position will involve an element of pulling Lifting Pushing and/or Manual Handling.
• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

Additional Information :

Why join our Raffles team

Not only will you be joining one of the worlds best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.  
• Fun-filled events whether thats a pub quiz team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accors extensive brand portfolio.

Remote Work :

No

Employment Type :

Full-time