Director, Global Retail Experience | Jo Malone London

　　Brand: Jo Malone London

　　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. This role works closely with the omnichannel and retail experience and events leads.

　　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 (in-store 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 Omnichannel experience implementation – creating guidelines/ toolkits, leveraging technologies and ideas across regions, measuring effectiveness.

　　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 cross-functional teams

　　Attention to detail, analytical thinking, business acumen, and problem-solving ability required

　　Exceptional oral and written communications skills

　　Solid project management skills.

　　Job: Retail - Corporate

　　Primary Location: Europe, Middle East, Africa-GB-ENG-London

　　Job Type: Standard

　　Schedule: Full-time

　　Shift: 1st (Day) Shift

　　Job Number: 240983

　　Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.