Retail Experience Lead - 12 Month Fixed Term Contract
An exciting role to join Jellycat!
For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.
As a Retail Experience Lead, you’ll work closely with our retail partners to bring the Jellycat experience to life in-store. Acting as a trusted brand ambassador, you’ll support and coach retail teams, share best practice and identify opportunities to enhance both the customer journey and store performance. Success in this role comes from building strong relationships, leading by example and ensuring every interaction reflects the joy, warmth and imagination of Jellycat.
You'll be
Representing the Jellycat brand in-store and championing an exceptional customer experience
Leading by example through outstanding service behaviours and retail standards
Supporting and coaching retail partner teams to build confidence and capability
Creating consistently joyful and memorable experiences for customers
Monitoring the customer journey and identifying opportunities to enhance the in-store experience
Gathering feedback from customers and retail teams to understand what is working well and where improvements can be made
Identifying recurring operational challenges and helping to drive practical solutions
Sharing insights and recommendations with internal stakeholders to support continuous improvement
Promoting best practice across the retail partner network
Building strong, trusted relationships with retail partners to support long-term success
You'll have
Experience working in a customer-facing retail environment
A passion for delivering exceptional customer experiences
Strong relationship-building and communication skills
Confidence coaching, supporting and influencing others
The ability to observe, evaluate and identify opportunities for improvement
A collaborative approach and the ability to work effectively with partner teams
Strong problem-solving skills and a proactive mindset
The ability to gather feedback and translate insights into action
Excellent organisational skills and attention to detail
A genuine enthusiasm for the Jellycat brand and values
- Department
- Sales
- Locations
- London
London
Our Perks & Benefits
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Discretionary Bonus Scheme
This role will be eligible to participate in a discretionary annual bonus scheme with awards based on both company and individual performance.
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Private Medical Insurance
We offer a premium level of cover for all Head Office employees through Vitality including Optical and Dental cover.
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Group Life Cover
We offer Life Insurance at 4 x basic salary
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25 days paid holiday
We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid holiday.
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Hybrid working
We value work-life balance highly, therefore we work a hybrid model which consists of coming into the office a minimum of three days a week.
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Employee Assistance Program
Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program through Health Assured.
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Private Chef!
Every Monday, Tuesday and Thursday we have the pleasure of having our own Private Chef team who prepare us all a buffet style breakfast and lunch. This is subsidised by the company with a small employee contribution.
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Regular social & team events
We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.
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Contributory Pension Scheme
We offer a salary sacrifice pension scheme through Scottish Widows with a company and employee contribution of 5% each (you can of course increase your contribution).