Client Experience Manager

Overview:

Ralph Lauren’s Flagship Bicester store has an exciting opportunity for an experienced retail manager to join the Ralph Lauren family. Embrace & demonstrate the Ralph Lauren philosophy, whilst coaching, training and developing a team to deliver exceptional customer service, performance & profitability with a customer first culture.

Responsibilities:

• Support and coach a team to deliver excellent customer service whilst maximizing sales opportunities
• Maintain the Brand Presentation guidelines to further enhance the customer experience
• Ensuring all team members are valued employees and have clear development plans
• Ensure all customers receive a welcoming environment and positive lasting impression of RL
• Achieve sales and profitability through key performance indicators.
• Energize and engage teams to maximize performance using service metrics
• Recognize and reward great service and performance
• Understand, support budgetary requirement to increase performance
• Lead by example adhering and managing your team to brand dress and grooming standards

This role will predominantly focus on training the team to an exceptional standard reflecting RL:

• Exciting opportunity for an energetic, passionate and customer service driven customer experience manager to lead, coach and develop within the store to deliver customer service to an exceptional level within Ralph Laurens Flagship stores
• Coach and support the team to create a customer first culture within all store activities
• Communicating clear goals and expectations and following these through with team members
• Leading the onboarding and induction process for new hires
• Providing coaching, training and constructive feedback on a regular basis to floor managers/sales lead and team members
• Supporting the development of all individuals and influencing the retention of the teams
• Driving a “People Culture”
• Supporting, developing and influencing the succession of team members
• Working with the Assistant General Manager to manage the performance and development of team members, including conducting performance reviews, Personal Development Plans and managing poor performance where necessary
• Building and maintaining productive working relationships with team

Qualifications:

• Between 2-4 years of professional experience managing teams within a retail environment.
• Proactive, positive and dynamic personality.
• High customer and people service orientation, with the ability to motivate, develop and leadership skills.
• Good social and communication skills.
• Understanding of delivering performance against KPIs