Director, Global Retail Experience Jo Malone London - The Estée Lauder Companies
Description
Jo Malone London has an exciting opportunity to appoint a Director, Global Retail Experience.This role will report to the VP Global Retail and Online and is based out of our beautiful Global Townhouse in Marylebone.
This is a hybrid role, with the opportunity to work up to 2 days per week at home.
The Director Global Retail will lead the definition of the consumer journey and experience in all the store formats, including the ideation and roll-out of key retail initiatives building, testing and delivering solutions.
ROLES AND RESPONSIBILITIES
STRATEGY AND TRENDS
- Establish strategy for consumer experience per format (FSS, FSSF, dept store, SMC, pop up etc) and across formats, to ensure a cohesive 360 experience for the consumer.
- Utilise industry analysis, culture & trend forecasting and consumer segment behaviors to develop a point of view on key consumer experience industry trends (instore and online). Determine how applicable they are to JML and how the trends might be realised for the brand.
- Work closely with regional leads to understand local consumer experience trends, ensure information is shared with all relevant stakeholders and utilise the trend data to inform decisions.
- Contribute to the rolling 3 year Global JML retail strategy and action plan.
DRIVING CONSUMER EXPERIENCE
- Drive consumer experience in all the B&M formats:
o Work closely with creative and marketing to influence design and campaigns to reflect the optimal consumer experience.
- Ensure localization of the consumer experience in conjunction with markets.
- Provide input to the creative team to ensure delivery of assets to enable the consumer experience.
- Create guidelines for the regions and markets to execute campaigns in store.
- Develop, test and roll out new consumer experiences to deepen engagement with new and existing consumers (for example new VM tools; interactive testers).
- Design, manage and track test of new elements (e.g., impact of before and after of VM in stores, consumer journeys/mapping).
- Formulate actionable and measurable recommendations to improve customer's engagement at all Retail touchpoints.
- Champion the consumer journey within the business, creating good working practices across teams to ensure the consumer experience is strategically planned out across touch points both online and offline.
- Act as a key stakeholder in the development of the brand's loyalty programme working closely with the CRM department to maximise and retain customer attraction to the Jo Malone London brand.
- Develop and manage Retail Experience budget. Monitor monthly expenditure and keep within budget.
VM AND STORE DESIGN
Visual Merchandising:
creating VM guidance for all BAU VM based on SKU performance, personalization offering and work closely with Creative VM to articulate.
RETAIL OPERATIONS
- Ensure efficiencies through understanding and creating consistent processes, services and tools and rolling them out to regions and markets e.g. stock management.
- Mapping and leveraging tools across markets and regions e.g. POS, Clienteling, personalization. Ensure available data is used to optimise sales.
- Establish key performance indicators (KPIs) and regularly evaluate the success of retail initiatives.
- Create Global Budget Guidelines for all market tiers.
- Regularly share trend and retail information back to stakeholders throughout the company.
- Identify areas for improvement and optimization, driving continuous enhancement of the global retail experience.
Qualifications SKILLS AND QUALIFICATIONS**- Ability to work and think independently in a fast-paced environment with a strong creative focus.
- Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships with crossfunctional teams
- Attention to detail, analytical thinking, business acumen, and problemsolving ability required
- Exceptional oral and written communications skills
- Solid project management skills.
Job:
Retail - Corporate
Primary Location:
GB-ENG-London
Job Type:
Standard
Schedule:
Full-time
Shift: 1st (Day) Shift
Job Number: 240983
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