At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and drive sales performance.
- Company: Join OKA, a vibrant homeware brand with a passion for beautiful living.
- Benefits: 33 days holiday, generous discounts, health cash plan, and more perks.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Be part of a fun, nurturing environment where your creativity shines.
- Qualifications: Experience in high-end retail and a flair for interior design.
The predicted salary is between 27300 - 30000 £ per year.
ABOUT OKA
Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well. We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British-born, today we have 15 stores across the UK - an established Interior Design and Trade business, a mail-order service and a thriving website.
ABOUT US
We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Client Experience Lead with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.
Reporting to the Store Manager, the Client Experience Lead is responsible for delivering an exceptional customer journey whilst driving commercial performance across the sales floor. They lead by example, coaching and inspiring Sales Advisors to achieve sales targets, maximise every customer opportunity and deliver outstanding service through expert product knowledge, clienteling and styling advice. Working alongside the Store Manager, they own the day-to-day sales floor, ensuring every customer receives a premium experience while maintaining momentum against store KPIs.
KEY RESPONSIBILITIES
- CLIENT EXPERIENCE
- Champion an exceptional luxury customer experience at every touchpoint.
- Lead by example in delivering personalised styling and home advice.
- Drive clienteling activity to build long-term customer relationships.
- Ensure every customer leaves feeling inspired and valued.
- Coach advisors to confidently identify opportunities for Home Styling, Interior Design and Trade referrals.
- Resolve customer issues with professionalism.
- SALES
- Lead the Sales Advisors, creating energy and pace throughout every trading day.
- Drive sales team performance against store targets and KPIs (Trust Pilot etc).
- Coach Sales Advisors in the moment to maximise conversion, ATV, UPT and customer engagement.
- Hold regular sales huddles and communicate daily priorities.
- Identify missed opportunities and quickly adapt trading focus.
- Support the Store Manager with trading actions and performance plans.
- Celebrate success and create healthy competition within the team.
- PEOPLE & CULTURE:
- Maintaining a key presence on the shop floor to role model excellent service standards.
- Role-modelling our Company Values and Behaviours.
OUR VALUES
- Put the Customer First - provides exceptional internal and external customer service at all touchpoints.
- Be In It Together - approachable, personable, committed to shared success.
- Think Big - creative, innovative, solutions orientated.
- Own It - curious, persistent, drives results.
- Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity.
ABOUT YOU
- Commercially driven and motivated by achieving targets.
- Passionate about luxury customer experience.
- Confident leading from the shop floor.
- Skilled at building relationships with customers.
- Positive, energetic and resilient.
- Comfortable using performance data to improve results.
- Confident communicator with excellent interpersonal skills.
- Natural flair for interior design, styling and store merchandising.
- Experience and enthusiasm for high-end retail environments.
- Extensive selling skills and the ability to motivate others.
- Good eye for detail.
- Flexible approach to working hours as the sector demands.
- Tenacious, hardworking and reliable.
- A creative, problem-solving spirit.
- Passion for the OKA brand.
OUR BENEFITS PACKAGE
- 33 days holiday (including bank holiday entitlement), plus Length of Service increases.
- Day off for your birthday.
- Health Cash Plan.
- Generous staff discount.
- Enhanced Maternity Pay.
- Employee Assistance Programme.
- Eligibility for a discretionary company Bonus Scheme.
- Discounts on 60+ UK retailers via My OKA benefits platform.
- Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.
If successful you will become part of the OKA family, a fast-paced and dynamic business. If you would like to apply for this position, please send your CV and details of your salary expectations, notice period and right to work information via the link provided.
Client Experience Lead in Guildford employer: OKA DIRECT LIMITED
At OKA, we pride ourselves on being an exceptional employer that fosters a fun and nurturing environment where our employees feel valued and inspired. As a Client Experience Lead, you will not only drive commercial performance but also play a pivotal role in creating memorable customer experiences, all while enjoying generous benefits such as 33 days of holiday, a health cash plan, and a supportive company culture that encourages personal and professional growth. Join us in our beautiful UK locations and be part of a passionate team dedicated to making every home a reflection of individuality and comfort.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Lead in Guildford
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like OKA DIRECT LIMITED, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like OKA DIRECT LIMITED!
We think you need these skills to ace Client Experience Lead in Guildford
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at OKA DIRECT LIMITED, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at OKA DIRECT LIMITED and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show OKA DIRECT LIMITED that you’re ready to jump in and contribute right away!
How to prepare for a job interview at OKA DIRECT LIMITED
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
