Retail Duty Manager

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Retail Duty Managers are the operational managers for the Shop and online Shop. As a Retail Duty Manager you will have the responsibility to ensure that the Retail Experience team provide exceptional standards of customer experience, that all Japan House London guests are welcomed warmly, encouraged to learn about and enjoy their shopping experience in the Shop and Stand enabling them to 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 selling to achieve targets
• Lead by example, ensuring the Values of Japan House London are embedded and upheld within the REA team
• Stay up to date about product lines and ensure REA team members undertake product training.
• Stay up to date with and ensure REA team members promote all Japan House London facilities, exhibitions and events
• Lead in driving sales and providing feedback to REA team members to improve productivity, customer service
• Maintain the JHL aesthetic and a refined shopping environment, ensuring excellent execution and maintenance of retail displays across The Shop. Assist with setting up visual displays in Shop, booths and windows.

Shop and Online Shop Operations

• Carry out daily operational checklists to ensure efficient and safe operation of retail environment and team
• Ensure products are replenished and well-presented across retail spaces
• Plan and provide a daily schedule to ensure appropriate staffing levels throughout the day.
• Provide the REA team with a morning briefing and handover briefing at the beginning and end of both shifts
• Handle on-site and online customer inquiries, complaints, refunds, and exchanges.
• Support the operational implementation of any Shop promotions or experiences on the Shop floor.
• Liaise with the cleaning and maintenance teams to ensure all retail areas are pristinely presented at all times

Team Management

• Provide daily supervision of REA team members to ensure operational requirements are met
• Train the REA team on the operational functionality of retail systems
• Train the REA team on retail operational processes ensuring these processes are followed at all times
• 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
• Ensure accident and incident reporting procedures are understood and complied with by the REA Team
• Support front-of-house security and safety and liaise with the security team according to procedures
• Assisting in evacuation during an emergency, and ensure the safety of visitors and colleagues
• Ensure that the Shop, including back of house areas, are always fully compliant with trading standards legislation, health & safety legislation, fire and security standards and any other legal requirements

QUALIFICATIONS & EXPERIENCE

Essential

• Over 3 years' experience in retail management (in high-end retail) including team management experience
• Bachelor's degree or equivalent
• 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
• Know how 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 of all MS Office suite systems
• Exceptional attention to detail and focus
• Effective collaborator, able to work with colleagues across the organisation
• Ability to create a climate where professional learning and personal growth are actively encouraged and valued
• Excellent written and spoken English, proficient to high business language standard is essential
• Exceptional standard of customer service through well-established and effective communication skills
• Ability to multi-task and prioritize work, whilst paying attention to detail
• Strong organizational, planning, and problem-solving skills and excellent time management skills.

Desirable

• Other relevant training, licences and certification are advantageous including First Aid, Food Hygiene, Health & Safety and Fire warden training beneficial
• Experience of visual merchandising advantageous
• Other language skills, including Japanese, would be advantageous

OMOTENASHI

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. The Shop team supports the visitor experience and ensures that visitor access requirements are met, and that visitors' satisfaction levels are high, 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.' In English, the concept of 'service' suggests a hierarchy between the 'server' and the 'customer.' The Japanese Omotenashi, however, 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, smiling sincerely and setting a happy, relaxed mood. When authentic, Japanese hospitality and service exceed the expectations of the guests. At its most exquisite, Omotenashi offers a guest a once-in a-life-time experience..."

WORK ENVIRONMENT

• Most duties carried out in Japan House London public spaces. Approximately 80% of duties will be carried out on the Shop floor and approximately 20% will be administrative related duties.
• Standard hours are 8 per day
• Rolling rota will include weekends and evenings, and Bank Holidays when the venue is open
• Holidays requests may be restricted during the December in the peak Christmas trading period
• Additional after-hours project and event-related work may be required.

Japan House London is committed to equality, diversity and inclusion among our workforce. We encourage applications to our roles from people of all backgrounds and particularly welcome those from under-represented groups.