Retail Duty Manager

Job Responsibilities

The physical environment of Japan House London is attractive and of high quality, with services, products, attractive retail and catering facilities designed and delivered around the specific needs of visitors. As Retail Duty Manager, you will lead on the experience of guests at Japan House, in line with the Japanese concept of Omotenashi:

“Translated simply, Omotenashi means the Japanese way of treating a guest. It blends a welcoming spirit with warmth, understanding, and above all respect. The concept is all-encompassing. The Japanese language makes no distinction between ‘guest’ and ‘customer.’ The Japanese Omotenashi is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer). To practise Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest. When authentic, Japanese hospitality and service exceed the expectations of the guests.”

You will ensure that the Retail Experience team provide exceptional standards of customer experience, that all Japan House London guests are welcomed warmly and encouraged to learn about and experience Japanese cultures though the retail products and what is on at Japan House London.

You will motivate the Retail Experience team and to maintain a positive work atmosphere, helping to ensure retail revenue targets and team KPIs are met. You will be the escalation point for customer queries in The Shop and you will also coach and lead the team on the Shop floor, role modelling our service standards, behaviours and values.

You will support the security presence in all the Shop public spaces and ensure that the Health and Safety Policy is adhered to. This includes managing visitor flow, being alert to potential hazards, and responding to a variety of needs.

KEY DUTIES

Retail Experience

• Manage and motivate the Retail Experience Assistants (REA) team to ensure a focus on customer service and promoting all Japan House London facilities, exhibitions and events
• Maintain the JHL aesthetic and a refined shopping environment, ensuring excellent execution and maintenance of retail displays across The Shop.
  Shop and Online Shop Operations
• Carry out daily operational checklists to ensure efficient and safe operation of retail environment and team
• Handle on-site and online customer inquiries, complaints, refunds, and exchanges.

Team Management

• Provide daily supervision of REA team members to ensure operational requirements are met
  Line manage members of the REA team including 1 to 1s, reviews, disciplinaries and holiday requests
  Health, Safety & Security
• Ensure that all REAs in the team complete induction and compliance training
• Support front-of-house security and safety and liaise with the security team according to procedures

Job Requirements

• Over 3 years’ experience in retail management (in high-end retail) including team management experience
• Other relevant training, licences and certification are advantageous including First Aid, Food Hygiene, Health & Safety and Fire warden training beneficial
• Experience of working in a managerial or duty manager role in a high-end retail sales focussed brand setting
• Experience in and ability to lead and motivate a FOH team
• Excellent interpersonal skills and lead by example to ensure a welcoming customer experience
• Able to resolve incidents and resolve customer complaints to a satisfactory outcome
• A sensitivity to and understanding of Japan and Japanese cultures
• Proficiency in using EPOS and other retail-related systems
• Good level of proficiency in all MS Office suite systems
• Exceptional attention to detail and focus
• Effective collaborator, able to work with colleagues across the organisation
• Excellent written and spoken English
• Other languages advantage