Retail Experience Executive

Company Description Raffles London at The OWO and The OWO Residences by Raffles operates a flagship 120‑room hotel, 85 branded residences, and a grand ballroom seating 600 at the iconic Old War Office building. The resort includes 12 restaurants and bars, the Guerlain spa, Pillar Wellness, and a host venue.

Your role will be responsible for welcoming all guests within the spa and wellness department at Raffles London OWO. The Retail Experience Executive is a key ambassador role within Raffles London, responsible for delivering an exceptional, immersive retail experience that reflects the House’s heritage, artistry, and innovation.

• Act as a true brand ambassador for Guerlain, bringing to life the House’s heritage, craftsmanship, and the symbolism of the Bee through elevated storytelling and exceptional service.
• Demonstrate expert knowledge of Guerlain skincare, makeup, and fragrance, delivering highly personalised consultations and bespoke recommendations to each guest.
• Elevate the overall retail and spa experience by designing, implementing, and continuously refining SOPs across the Atelier, ensuring a seamless, consistent, and impeccable guest journey.
• Champion a white‑glove service culture, setting and maintaining the highest standards of presentation, attention to detail, and client care.
• Take ownership of educating and inspiring all Spa Team members, delivering structured and ongoing training on Guerlain products, rituals, and heritage.
• Host and deliver elevated retail events, masterclasses, and bespoke client experiences, positioning Guerlain at the forefront of the Raffles wellbeing offering.
• Drive and exceed retail KPIs, focusing on conversion, average transaction value, and client retention.
• Manage all retail operations, including stock takes, stock checks, stock control, ordering, and replenishment.
• Oversee the ordering and management of testers, ensuring all displays are pristine and aligned with Guerlain standards.
• Maintain exceptional visual merchandising, ensuring the Atelier reflects a refined luxury environment.
• Build and nurture meaningful client relationships, capturing and leveraging CRM data to personalise service and encourage long‑term loyalty.
• Provide concierge support, including handling telephone and email enquiries, managing bookings, and delivering a seamless end‑to‑end guest experience.
• Support operational needs across the wider spa, offering flexible coverage in other areas.
• Support and lead spa and membership events, ensuring a seamless integration of retail into the broader Raffles experience.

• A deep passion and knowledge for skincare, make‑up and fragrance; a confident communicator, natural educator, and refined host who thrives in a luxury environment combining storytelling, service excellence, and performance.

• Proven experience within luxury retail, beauty, or spa environments, ideally with a premium or heritage brand.
• In‑depth knowledge of skincare, makeup, and fragrance.
• Demonstrated success in achieving and exceeding retail KPIs, with strong commercial awareness and sales performance.
• Experience delivering training or coaching team members, confidently educating and inspiring others.
• Previous experience hosting events, masterclasses, or client activations within a luxury or client‑facing environment.
• Strong understanding of luxury service standards, with experience delivering or supporting a white‑glove guest experience.
• Experience in stock management, including stock takes, ordering, and inventory control.
• Confident in managing client relationships, using CRM systems to personalise service and drive retention.
• Excellent communication skills, both written and verbal, handling telephone and email enquiries and bookings.
• Highly organised, with strong attention to detail, capable of managing multiple priorities in a fast‑paced environment.
• Flexible and collaborative approach, with willingness to support other areas as needed.

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of persons and property by strict adherence to applicable laws and by anticipating hazards.
• Stimulate and encourage general awareness of Health and Safety in all tasks and activities.

The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list; additional duties may be assigned. This position may involve pulling, lifting, pushing and/or manual handling. Night shift duties may be required based on operational needs; the ability to work during these hours is a necessary condition of employment.

• 28 days holiday including bank holidays, plus an extra day for each year of service up to 5 years (35 days).
• Staff meals while on duty.
• Free dry‑cleaning for uniform.
• Employer pension contribution of 3 %.
• Enhanced sick pay, maternity, paternity and adoption pay.
• Life Assurance 1× salary.
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle‑to‑work scheme.
• Colleague gifting for special occasions.
• Paid days off to move house or support charity.
• Internal learning and development programmes.
• Fun‑filled events such as pub quiz, team run or festive party.
• Employee benefit card offering discounted rates up to 30 % at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.