Retail Experience Executive

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.