Retail Experience Executive

Job description

Company Description Come and join us in bringing the Raffles experience to London Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom. Job Description Scope Of Position Your role will be responsible for welcoming all guests within the spa and wellness department at the 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. This role is instrumental in elevating the retail and guest journey through luxury service, education, and operational excellence, ensuring every interaction embodies a refined, white-glove standard. Key Responsibilities: 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 in line with Raffles London expectations. Take ownership of educating and inspiring all Spa Team members, delivering structured and ongoing training on Guerlain products, rituals, and heritage to ensure excellence and consistency across all touchpoints. 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, with a strong focus on conversion, average transaction value, and client retention. Manage all retail operations, including stock takes, stock checks, stock control, ordering, and replenishment, ensuring accuracy and optimal availability at all times. Oversee the ordering and management of testers, ensuring all displays are pristine, complete, and aligned with Guerlain standards. Maintain exceptional visual merchandising, ensuring the Atelier reflects a refined, luxurious, and on-brand environment at all times. 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 to ensure smooth daily operations and service excellence. Support and lead spa and membership events, ensuring a seamless integration of retail within the broader Raffles experience. The ideal candidate has a deep passion and knowledge for skincare, make-up and fragrance. They are a confident communicator, natural educator, and refined host, with the ability to inspire both clients and colleagues. With a meticulous eye for detail and a strong commercial mindset, they thrive in a luxury environment where storytelling, service excellence, and performance are seamlessly combined to deliver a truly exceptional guest experience. Qualifications Qualifications, Skills & Experience Essential Proven experience within luxury retail, beauty, or spa environments, ideally within 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 in delivering training or coaching team members, with the ability to confidently educate and inspire 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, with experience using CRM systems to personalise service and drive retention. Excellent communication skills, both written and verbal, with experience 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 Desirable Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards. Health and Safety 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 the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them. Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department. Disclaimer 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 of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason. Please note that this position will involve an element of pulling, Lifting, Pushing and/or Manual Handling. This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment. Additional Information Why join our Raffles team? Not only will you be joining one of the world’s best hotels you will also receive great benefits including: 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days). Staff meals whist on duty. Free dry cleaning for uniform. Employer pension contribution of 3% Enhanced sick pay. Enhanced maternity, paternity and adoption pay. Life Assurance 1x salary Employee assistance program, including virtual GP and financial advice. Season ticket loans and cycle to work scheme. Colleague gifting to celebrate special occasions. Paid days off to move house or give back time to a charity of your choice. Internal learning and development programmes tailored to you. Fun-filled events, whether that’s a pub quiz, team run or festive party. Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets. Worldwide development opportunities across Accor’s extensive brand portfolio.