Brand Ambassador

As we continue our mission to make people and nature happy through chocolate, we’re looking for a Brand Ambassador to join our Retail team at Heathrow Airport, working 24 hours per week on a part-time basis.

As the face of Hotel Chocolat at Heathrow, you’ll bring our chocolate to life through uplifting, inventive experiences that are even better when shared. You’ll represent our brand across the airport, creating memorable customer experiences while driving sales.

This is a role for someone who loves connecting with people, has a genuine passion for great customer experiences and enjoys being rewarded for their contribution. Alongside a competitive base salary, you’ll have the opportunity to earn through uncapped sales incentives, with seasonal and campaign bonuses available throughout the year. We also celebrate great performance through recognition and reward programmes, while giving you opportunities to develop your skills and grow your career with us.

You’ll be part of a passionate and supportive team that genuinely loves what it does, working in the exciting and fast-paced environment of Heathrow Airport. As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.

JOB ROLE AND RESPONSIBILITIES

• Sales and customer experience
  • Represent and promote Hotel Chocolat products to drive sales performance across Heathrow terminals.
  • Deliver high-quality customer experience, including the ‘six steps of service’ as required by Avolta.
  • Engage a diverse, international customer base, tailoring interactions for gifting, travel needs and time-sensitive purchases.
  • Maximise sales through upselling, cross-selling and promoting travel retail exclusives.
  • Promote loyalty initiatives such as Club Avolta.
• Brand and visual execution
  • Support merchandising standards, point-of-sale execution and brand activations across multiple locations.
  • Ensure brand consistency and high visual standards across the Heathrow estate.
  • Implement seasonal campaigns and maintain the visibility of key products.
• Operations and compliance
  • Maintain food hygiene and compliance standards, including sampling where appropriate.
  • Adhere to airport security procedures and operational requirements.
  • Support stock visibility, replenishment and inventory checks to ensure product availability.
  • Operate tills and support transactions where required, in line with Avolta processes.
  • Build strong relationships with Avolta operational teams, becoming a key point of contact for the brand.
  • Collaborate with store teams and support product knowledge sharing where needed.
• Performance and insight
  • Monitor sales performance and adapt your approach based on passenger flow and trading patterns.
  • Provide feedback on customer trends, product performance and competitor activity.
  • Report on the effectiveness of brand activations and identify opportunities for improvement.
• Flexibility and mobility
  • Work across multiple terminals and adapt to varying shift patterns aligned with flight schedules.
  • Respond effectively to peak trading periods, disruptions and changing passenger volumes.

Skills and experience

• Previous retail experience with strong product and brand knowledge.
• Well organised, with the ability to manage time and priorities across multiple locations.
• Professional communication skills and a strong focus on customer service.
• High attention to detail and a commitment to maintaining brand standards.
• Proactive, self-motivated and able to use initiative to solve problems.
• Resilient and adaptable in a fast-paced, high-pressure environment.

We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol, and our pioneering drinking chocolate system, the Velvetiser. Now, we’re market leaders in the industry. What began as an online-only business grew to 135 stores across the UK, and we’re still growing… Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers, and suppliers all benefit from the success we make together.